Front Desk Assistant Director

MCR • New York, NY

3d • $88,000 - $100,000

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 problem-solving skills to resolve issues professionally. The position leads Front Office operations, supports guest satisfaction and financial results, and ensures team members meet operational standards and expectations.

The Assistant Director acts as the Front Office “Service Champion,” promoting a positive atmosphere and empowering team members to provide excellent guest service. This role reviews guest feedback and operational data to identify improvements, handles complaints, coaches team members, and participates in hotel meetings and training.

MCR is the third-largest hotel owner-operator in the United States. Founded in 2006, it operates a portfolio of 148 premium-branded hotels with more than 22,000 guestrooms across 37 states and 106 cities, and has more than 7,000 team members. The TWA Hotel is located at New York’s JFK Airport.

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 of information.
• Strong leadership skills.
• Aptitude for self-motivation.
• Can-do attitude and hands-on approach to hotel management.
• Strong computer skills.
• Flexible schedule with 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

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

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 in accordance with job descriptions and monitor progress.
• Achieve and 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 desired financial results.
• Review staffing levels to meet guest-service, operational, and financial objectives.
• Understand the impact of Front Office operations on 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 that exceeds expectations to support 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 opportunities.
• 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 training.

Benefits

• Hotel discounts
• Weekly pay
• Paid time off
• Retirement options
• Referral bonuses
• Career advancement and upward mobility
• Health insurance, available after 30 days of employment for full-time team members
• Dental insurance, available after 30 days of employment for full-time team members
• Vision insurance, available after 30 days of employment for full-time team members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed