Assistant Director

1 week ago

Jamaica, United States MCR Hotels Full time

**Assistant Director - Front Desk**:
TWA Hotel, 1 Idlewild Drive, Jamaica, New York, United States of America Req #6248

Wednesday, April 24, 2024
- The **Assistant Director of the Front Desk at TWA Hotel **oversees the Front Desk and Guest Services staff, ensuring maximum operating efficiency. This person will manage guests and use problem-solving skills to resolve issues while remaining professional at all times.- 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

**Requirements**:
- At least 4 years of progressive experience in a hotel or a related field preferred
- 4-year college degree preferred
- Effective communication skills both verbal and written
- Time management skills to prioritize departmental functions to meet deadlines
- Excellent problem-solving skills
- Ability to understand and evaluate complex information, data, etc.
- Maintain confidentiality of information
- Strong leadership skills
- An aptitude for self-motivation
- A can-do attitude and a hands-on approach to hotel management
- Strong computer skills
- A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel
- Effective listening skills. Ability to understand and clarify concerns from guests and team members

**Our Company**
- MCR is the **3rd-largest hotel owner-operator** in the United States.
- Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
- MCR has a **$5.0 billion portfolio** of **148 premium-branded hotels** containing more than 22,000 guestrooms across **37 states and 106 cities**.
- MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
- MCR was named **one of **_Fast Company_**’s 10 Most Innovative Travel Companies of 2020**.
- MCR is a three-time recipient of the **Marriott Partnership Circle Award**, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the **Hilton Legacy Award for Top Performer**.
- For the TWA Hotel at New York’s JFK Airport, MCR won the **Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS)**, the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA

**What we offer/What’s in it for you?**
- Hotel Discounts
- Weekly Pay
- Paid Time Off
- Retirement Options
- Referral bonuses
- Career advancement & upward mobility
- Health, Dental, Vision Insurance
- available after 30 days of employment for full-time team members

**Other details**:

- Job Family Independent
- Pay Type Salary
- Min Hiring Rate $75,000.00
- Max Hiring Rate $90,000.00

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