Front Desk Manager

MCR Hotels•New York City, NY

About The Position

The Front Desk Manager 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. Responsibilities: Encourage and building 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 communicates 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
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

Nice To Haves

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major preferred

Responsibilities

Encourage and building 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 communicates 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