Front Desk Operations Manager

3 weeks ago


New York, New York, United States MCR Hotels Full time
Job Title: Front Desk Manager

The Front Desk Manager at MCR Hotels will be responsible for the management of all Front Desk functions and team members. This role directs, implements, and maintains a service and management philosophy that serves as a guide to respective team members.

Key Responsibilities:
  • Encourage and build mutual trust, respect, and cooperation among team members
  • Develop specific goals and plans to prioritize, organize, and accomplish work
  • Handle complaints, settle disputes, and resolve grievances and conflicts
  • Participate in department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results
  • Observe staffing levels to ensure that guest service, operational needs, and financial objectives are met
  • Support and train team members on adherence to all credit policies and procedures to reduce bad debts and rebates
  • Promote same day selling procedures to maximize room revenue and occupancy
  • Understand the impact of Front Office operations on the overall hotel success
  • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
  • Encourage team members to provide excellent customer service within guidelines
  • Interact with guests to obtain feedback on product quality and service levels
  • Identify the developmental needs of team and coach, mentor, or otherwise help others to improve their knowledge or skills
  • Utilize interpersonal and communication skills to lead, influence, and encourage others
  • Advocate sound financial and business decision making
  • Demonstrate honesty and integrity, lead by example
  • Establish and maintain open, collaborative relationships with team members
  • Ensure recognition of team members is taking place across areas of responsibility
Requirements:
  • High school diploma or equivalent
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred
  • Previous Front Office management experience is required
  • Excellent verbal and written English communication skills, second language helpful
  • Ability to access, retrieve, and leverage information from the hotel PMS system
  • Ability to multitask and prioritize
  • Excellent problem solving and creative thinking skills
  • Ability to maintain the confidentiality of information
  • Strong leadership and communication skills
  • An aptitude for self-motivation
  • A can-do attitude and a hands-on approach
  • Strong computer skills
  • A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel
  • Effective listening skills to understand and clarify concerns from team members and guests

Salary: $70,000-80,000 per year

MCR Hotels is a leading hotel owner-operator with a portfolio of 148 premium-branded hotels across the United States. We offer a range of benefits, including hotel discounts, weekly pay, paid time off, retirement options, referral bonuses, career advancement opportunities, and health, dental, and vision insurance.



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