Front Desk Assistant Director

Req #23447Sheraton New York Times Square Hotel, 811 7th Avenue, New York City, New York, United States of AmericaJob DescriptionPosted Monday, May 11, 2026 at 5:00 AMSheraton Time SquareThe Assistant Director of the Front Desk 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.ResponsibilitiesSupervise and manage Front Office team members, ensuring quality, standards, and guest satisfactionUtilize interpersonal and communication skills to lead, influence, and encourage othersDemonstrate sound financial and business decision makingDemonstrate honesty and integrity, lead by exampleEnsure recognition of team members is taking place across areas of responsibilityCommunicate performance expectations in accordance with job descriptions for each position and monitor progressAchieve and exceed goals including performance goals, budget goals, team goals, etc.Develop specific goals and plans to prioritize, organize, and accomplish workKeep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial resultsReview staffing levels to ensure that guest service, operational needs, and financial objectives are metUnderstand the impact of Front Office operations on the property as a wholeEnsure compliance with all Front Office policies, standards, and proceduresEnsure 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 ProcessProvide services that are above and beyond for customer satisfaction and retentionAct as the “Service Champion” for the Front Office and create a positive atmosphereEmpower team members to provide excellent guest serviceReview comment cards, guest satisfaction results, and other data to identify areas of improvementRespond to and handle guest problems and complaintsObserve service behaviors of team members and provide feedback to individuals and/or managersAttend, facilitate, and participate in all hotel required meetings and trainingsRequirementsAt least 4 years of progressive experience in a hotel or a related field preferred4-year college degree preferredEffective communication skills both verbal and writtenTime management skills to prioritize departmental functions to meet deadlinesExcellent problem-solving skillsAbility to understand and evaluate complex information, data, etc.Maintain confidentiality of informationStrong leadership skillsAn aptitude for self-motivationA can-do attitude and a hands-on approach to hotel managementStrong computer skillsA flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotelEffective listening skills. Ability to understand and clarify concerns from guests and team membersOur CompanyMCR 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 AIAWhat 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 Job DetailsJob Family IndependentPay Type SalaryHiring Min Rate 90,000 USDHiring Max Rate 100,000 USDScan this QR code and apply!DownloadSheraton New York Times Square Hotel, 811 7th Avenue, New York City, New York, United States of America