Residence Director (West Side YMCA)

SALARY: $66,0000-$70,000 Annually

The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers who learn, grow, and thrive through programs and services at our 24 branches. Community is the cornerstone of the Y. Together, we connect active, engaged New Yorkers to build stronger communities.

To help fulfill our mission, we cultivate a culture of learning, leading, and collaboration to enhance community impact. Through our talented staff and “LEAP” career framework (Leadership, Empowerment, Accountability, Personal Growth), we are committed to a people-first approach that fosters trust, inclusion, growth, and development for all.

The West Side YMCA is seeking a Residence Director. Under the supervision of the Guest Rooms and Residence Director, the Residence Director will provide leadership and direction to the successful operation of the Branch Guest Rooms Department as well as well as Inclusionary Housing by leading and demonstrating outstanding hospitality and the fulfillment of related job responsibilities. These responsibilities include assisting with all aspects of guest room sales, service, satisfaction, compliance and retention. Provide excellent customer service to our guests at all times. Oversee the day-to-day management of the daily guest room, transitional guest areas and department. Provide leadership and management of Inclusionary Housing tenants by ensuring all residence are in compliance with leases, agencies, etc. Assist in maximizing sales of rooms while exceeding expectations. The Residence Director will also work closely with the RSC staff and housing agencies to ensure a safe, quality experience for guests and residents. The Residence Director carries out the mission and vision of the Y and adheres to the Y values when dealing with staff and customers.

• Bachelor degree in Hospitality and Hotel Management or Business.
• Management or equivalent experience (3-5 years).
• Knowledge of: member/customer service best practices.
• Knowledge of MSOffice, AS400, ADP, Connect.
  
• 3 – 5 years’ experience in Guest Room operations which includes budget responsibility and staff supervision. Experience with transitional housing populations preferred.
• Must be available to work Saturdays and Sundays to ensure the branch has superior customer service during busy weekend days.

• Develops, tracks and controls the department budget in accordance with branch and association guidelines.
• Shares supervision of the Hospitality Agents with Membership Sales and Engagement director.
• Ensures that all guests and residents receive premier service by ensuring adherence to guest room policies, procedures, best practices and standards, and by modeling outstanding service and great hospitality.
• Work with RSC to ensure accuracy of pricing always.
• Work with RSC to Market and Promote the property (availability of guest rooms) to both the international and domestic travelers following best practices.
• Be familiar with guest room processes and have ability to process walk-in, telephone and email reservations if needed. Maintain a clear understanding of Group sales processes and check-in policies.
• Uphold all Association policies and demonstrate the YMCA’s core values of Respect, Responsibility, Caring and Honesty. Support a positive image of the YMCA in the community and practice good public relations.
• Auditing of Daily paperwork and reports to ensure accuracy of all accounts. Weekly review of accounts receivables.
• Manage inventory of all guest room supplies.
• Attend trainings related to guest rooms and use this information to train Hospitality Agents to improve delivery of quality service. Attends and participates in meeting and trainings relatable to job function.
• Work with Maintenance department and Housekeeping Company to ensure that rooms and facility remains clean.
• Facilitate and review online guest stay reviews.
• Excellent Communication and interpersonal skills.
• Supervise and manage daily business operations of inclusionary housing and residence.
• Implement systems and procedures to maximize productivity and operational needs for tenants and residence.
• Establish and build strong working relationships with YMCA of Greater NY legal counsel to ensure the management of inclusionary housing is conducted in compliance with all federal, state and local laws.
• Oversee resident intake process and all necessary procedures including property management, room checks, safety compliance and crisis. management.