Front Desk Assistant Director

MCR Hotels•Jamaica, NY

About The Position

The Assistant Director of the Front Desk oversees the Front Desk and Guest Services staff to ensure maximum operating efficiency. The role manages guest concerns and uses professional problem-solving to resolve issues. It leads Front Office operations, supports guest satisfaction and financial results, and ensures compliance with hotel policies, standards, and procedures.

Requirements

At least 4 years of progressive experience in a hotel or related field is preferred.
Effective verbal and written communication skills.
Time-management skills to prioritize departmental functions and meet deadlines.
Excellent problem-solving skills.
Ability to understand and evaluate complex information and data.
Ability to maintain confidentiality.
Strong leadership skills.
Aptitude for self-motivation.
Can-do attitude and hands-on approach to hotel management.
Strong computer skills.
Flexible availability for days, nights, holidays, and weekends based on hotel demands.
Effective listening skills and ability to understand and clarify concerns from guests and team members.

Nice To Haves

At least 4 years of progressive experience in a hotel or related field.
4-year college degree.

Responsibilities

Supervise and manage Front Office team members, ensuring quality, standards, and guest satisfaction.
Use interpersonal and communication skills to lead, influence, and encourage others.
Make sound financial and business decisions.
Demonstrate honesty and integrity and lead by example.
Ensure team members are recognized across areas of responsibility.
Communicate performance expectations based on job descriptions and monitor progress.
Achieve and exceed performance, budget, and team goals.
Develop goals and plans to prioritize, organize, and complete work.
Keep the Front Office team focused on operational priorities that drive guest satisfaction and desired financial results.
Review staffing levels to meet guest-service, operational, and financial objectives.
Understand how Front Office operations affect the property as a whole.
Ensure compliance with Front Office policies, standards, and procedures.
Administer property policies fairly and consistently, complete disciplinary procedures and documentation according to SOPs and LSOPs, and support the Peer Review Process.
Provide service above and beyond expectations to promote customer satisfaction and retention.
Act as the Front Office “Service Champion” and create a positive atmosphere.
Empower team members to provide excellent guest service.
Review comment cards, guest-satisfaction results, and other data to identify improvement areas.
Respond to and handle guest problems and complaints.
Observe team members’ service behaviors and provide feedback to individuals and/or managers.
Attend, facilitate, and participate in required hotel meetings and trainings.