Location: New York,NY, USA
Position Overview:
The Director of Mission Control is responsible for all daily aspects of front of the house operations while on duty. The Director of Mission Control reports directly to the Director of Rooms.
Major Duties & Responsibilities:
* Recruits, hires, trains and provides career development for housekeeping staff; conducts performance evaluations and provides feedback for Crew Members.
* Provide an issue free environment through motivation, support, empowerment and development of crew members.
* Always extend professionalism and courtesy to fellow crew members and customers.
* Deliver unparalleled service above and beyond the norm to exceed customer expectations.
* Solicit and communicate guest feedback for continuous improvement.
* Own all customer complaints and issues and seek immediate resolve.
* Conduct arrival and departure audits in all areas of Mission and Ground Control.
* Conduct a daily preshift meeting on each shift and be current on all in-house events and citywide attractions.
* Manage the Hotel night audit as assigned.
* Adhere to proper key and phone controls
* Ability to comprehend and follow instructions on Sales Resumes.
* Conduct progressive discipline from coach and counsel through to suspension with support from the Human Resources Department.
* Act as the Manager on Duty as assigned and take responsibility for all hotel related issues and events.
* Assist Mission Control Managers as needed with unresolved issues which arise during the shift.
* Demonstrate selfconfidence, energy and enthusiasm at all times.
* Have a strategic perspective by continually modeling our brand and integrating it into every aspect of the guest experience.
* Provide updated room availability and rate information to Mission Control Managers as directed.
* Ensure thorough knowledge of safety and emergency procedures
* Lead the crew members by example and motivate them.
Ensure the following activities are completed during the shift: Crew Services discrepancy reports are resolved; VIP cabin assignments are completed; charges are posted and rate changes are completed; shift audits and variance reports are accurate and completed; unexpected stay-overs are extended and same day after hours? reservations are processed accordingly.