Director of Rooms

Full-Time

Description

Summary

Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Concierge, Guest Services & Housekeeping) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Monitors compliance with standards and procedures. Leads specific team while assisting with meeting or exceeding property goals.

Essential Duties And Responsibilities

Verifies that goals are being translated to the team as they relate to guest tracking and productivity.

Works Closely with Front Office and Housekeeping staff to ensure daily operational needs are met,

Creates and nurtures a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service.

Understands employee and guest satisfaction results and developing game plans to attack need areas and expand on the strengths.

Verifies that the team has the capabilities to meet expectations.

Leads by example demonstrating self-confidence, energy and enthusiasm.

Assists employees in understanding guests ever-changing needs and expectations, and exceeding them.

Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Concierge, Guest Services & Housekeeping).

Follows property specific second effort and recovery plan.

Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

Takes proactive approaches when dealing with employee concerns.

Extends professionalism and courtesy to employees at all times.

Communicates/updates all goals and results with employees.

Meets semiannually with staff on a one-to-one basis.

Assists/teaches the team scheduling against guest and hours/occupied room goals.

Performs other duties, as assigned, to meet business needs.

Understands the brand's service culture.

Provides excellent customer service by being readily available/approachable for all guests.

Strives to continually improve guest and employee satisfaction.

Takes proactive approaches when dealing with guest concerns.

Extends professionalism and courtesy to guests at all times.

Responds timely to customer service department request.

Verifies that all team members meet or exceed all hospitality requirements.

Verifies that a viable key control program is in place.

Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Strives to maximize the financial performance of the department.

Interviews and assists in making hiring decisions.

Receives hiring recommendations from team supervisors.

Verifies that orientations for new team members are thorough and completed in a timely fashion.

Solicits employee feedback, utilizes an open door policy, and focuses on employee satisfaction results to identify and address employee problems or concerns.

Verifies 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, where applicable.

Celebrates successes and publicly recognizes the contributions

Qualifications

Education / Experience

• Five to seven years progressive Rooms Division management experience in a luxury hotel.
• Four-year degree in hospitality or other business related field.
• Qualifications must include P&L understanding, good leadership, and people skills.
• Ability to develop and maintain effective operating and control processes to attain maximum operating efficiency while ensuring adherence to established guest satisfaction criteria
• Able to work well with a company that believes in strong guest satisfaction and equal emphasis on financial goals.
• Effective management, leadership, organizational and communication skills
• Ability to work flexible schedule to include evening, weekends and holidays
• Must have skills in inventory control and labor cost control.

REQUIREMENTS

• Physical demands
  • While performing the duties of this job, the employee is frequently required to sit, stand, walk, talk and hear
  • The employee is frequently required to use hands to finger, handle, or feel objects, tools, or controls

• • Position may require reaching with hands and arms
• Communication
  • Ability to effectively communicate, both verbally and written, effectively with guests, vendors and co-workers
  • Must read, write and speak the English language fluently