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MCR Hotels · 1 day ago

Front Desk Assistant Director

New York, NY

Full-time

Onsite

Mid Level

4+ years exp

MCR Hotels is the 3rd-largest hotel owner-operator in the United States, known for its extensive portfolio of premium-branded hotels. They are seeking an Assistant Director of the Front Desk to oversee the Front Desk and Guest Services staff, ensuring operational efficiency and high guest satisfaction.

Financial Services

Responsibilities

Supervise and manage Front Office team members, ensuring quality, standards, and guest satisfaction

Utilize interpersonal and communication skills to lead, influence, and encourage others

Demonstrate sound financial and business decision making

Demonstrate honesty and integrity, lead by example

Ensure recognition of team members is taking place across areas of responsibility

Communicate performance expectations in accordance with job descriptions for each position and monitor progress

Achieve and exceed goals including performance goals, budget goals, team goals, etc

Develop specific goals and plans to prioritize, organize, and accomplish work

Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results

Review staffing levels to ensure that guest service, operational needs, and financial objectives are met

Understand the impact of Front Office operations on the property as a whole

Ensure compliance with all Front Office policies, standards, and procedures

Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process

Provide services that are above and beyond for customer satisfaction and retention

Act as the “Service Champion” for the Front Office and create a positive atmosphere

Empower team members to provide excellent guest service

Review comment cards, guest satisfaction results, and other data to identify areas of improvement

Respond to and handle guest problems and complaints

Observe service behaviors of team members and provide feedback to individuals and/or managers

Attend, facilitate, and participate in all hotel required meetings and trainings

Qualification

Leadership skillsProblem-solving skillsEffective communicationComputer skillsTime managementCan-do attitudeSelf-motivationEffective listeningConfidentiality