Director of Guest Services

Location: The Lexington New York

The Director of Guest Services is responsible for ensuring the operation of the Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities:
• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Utilize interpersonal and communication skills to lead, influence, and encourage others
• Demonstrate sound financial and business decision making
• Demonstrate honesty and integrity, led 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 and Guest Services 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