Director, Front Desk

MCR Hotels•New York, NY

About The Position

The Director of the Front Desk is responsible for all front office functions and team members. As a department head, this role directs and works with managers and team members to execute front desk operations, including guest arrival and departure procedures, while continually improving guest and team member satisfaction and maximizing the department’s financial performance. The Director leads the Front Office team, manages staffing and expenses, ensures compliance with policies and procedures, and works to achieve operational, guest-service, and financial goals. The role also handles guest concerns, develops team members, and supports hiring and progressive discipline.

Requirements

Previous Front Office Director experience is required.
At least 6 years of progressive experience in a hotel or related field is preferred.
Effective verbal and written communication skills.
Ability to multitask and prioritize.
Excellent problem-solving and diplomacy skills.
Ability to maintain confidentiality of information.
Strong leadership skills and aptitude for self-motivation.
Can-do attitude and hands-on approach.
Strong computer skills.
Flexible schedule with availability for days, nights, holidays, and weekends based on hotel demands.
Effective listening skills and ability to understand concerns raised by team members and guests.

Nice To Haves

Four-year college degree preferred.
At least 6 years of progressive experience in a hotel or related field preferred.

Responsibilities

Lead, influence, and encourage others using interpersonal and communication skills.
Advocate sound financial and business decision-making; demonstrate honesty and integrity and lead by example.
Establish and maintain open, collaborative relationships with team members and ensure team-member recognition.
Communicate performance expectations and monitor progress; achieve or exceed performance, budget, and team goals.
Develop goals and plans to prioritize, organize, and accomplish work.
Keep the Front Office team focused on operational priorities that drive guest satisfaction and financial results.
Lead department meetings and communicate clear, consistent messages about Front Office goals.
Review staffing levels to meet guest-service, operational, and financial objectives.
Understand the impact of Front Office operations on overall hotel success and manage controllable expenses to meet or exceed budget goals.
Ensure compliance with Front Office policies, standards, and procedures, and ensure policies and disciplinary procedures are administered fairly and documented according to SOPs and LSOPs.
Deliver service above and beyond expectations to support customer satisfaction and retention; act as the Front Office Service Champion and foster a positive atmosphere.
Empower team members to provide excellent customer service.
Review comment cards, guest-satisfaction results, and other data to identify improvement opportunities; respond to and handle guest problems and complaints.
Identify team members’ development needs and coach, mentor, or otherwise help them improve their knowledge and skills.
Ensure team members are treated fairly and equitably and manage progressive discipline procedures for Front Office staff.
Interview and hire supervisors and team members with appropriate skills in a timely manner to meet operational needs.
Attend and facilitate required hotel meetings and training.