Director of Rooms

POSITION OBJECTIVE

Responsible for the short- and long-term planning and the day to day operations of the Rooms division. Recommend budget and manage expenses within an approved budget. You have a strong attention to detail and have the ability to work with and lead your teams to work in a seamless and effortless manner. Participate in total hotel management as part of the senior leadership team.

ESSENTIAL JOB FUNCTIONS

• Lead and manage the day-to-day operations of Front Office, Guest Services, Housekeeping, and transportation ensuring all service standards are followed, ensuring exceptional guest service is provided as well as overall cleanliness of rooms and common areas
• Prepare annual budgets and administer in a fiscally responsible manner
• Lead and support all areas in the achievement of their team, guest and financial targets
• Control all purchases for the department, consistently aware of quality and cost
• Assist in the preparation of the annual strategic plan and achieve the goals and targets therein
• Active participation with the Sales, Marketing, and Revenue Team to increase RevPAR index within the competitive set
• Develop and implement trainings & SOP's to align with Forbes/iPrefer and Salamander Collection standards for all new and existing colleagues to positively improve results in Guest Satisfaction (Revinate), Compliance with Brand Standards (LQA), Employee Engagement (EES) and Preferred Audits
• Lead and champion hotel committees and company programs
• Follow company and department policies, procedures and service standards
• Other duties and responsibilities as assigned
• Directs all activities of the Front Office Managers, Housekeeping Manager and the Night Audit to ensure communications and follow-up on any problems, guest requests or special requirements.
• Responsible for selection, training and scheduling of all Rooms division service professionals.
• Conducts ongoing coaching, formal Performance Evaluations and disciplines staff when needed.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
• Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Blocks rooms for arrivals and ensures any discrepancies are resolved.
• Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• Reviews and monitors schedules of staff in other department of responsibility.
• Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available.
• Responds swiftly and effectively in any hotel emergency or safety situation.
• Direct daily activities and key initiatives of guest contact departments within the rooms division by providing guidance, leadership, clarity and instruction.
• Monitors all rooms systems to enhance team efficiency, guest feedback and revenue enhancement and labor management productivity metrics to develop actionable objectives to target goals.
• Lead, attend and participant in department specific meetings to coordinate and play daily activities to support and provide guidance in hotel operations within the rooms division.
• Facilitates the coordination of marketing initiatives, sales site visits and special housekeeping requests, VIP reservations, etc., to deploy team to deliver best in class hospitality.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Solicits associate feedback, utilizes an "open door policy" and reviews associate satisfaction results to identify and address associate problems or concerns.

• 4+ years of similar senior leadership experience at a comparable property
• Experience at Forbes 5 star rated hotel preferred
• Progressive Leadership experiences
• Proficiency with Opera Cloud, SMS and hotel operating systems
• Proven record to coordinate multiple departments to make gains towards targeted Revinate and other GSAT
• Self-confident, proactive, and able to prioritize and make effective decisions
• Ability to build strong relationships, interact and influence others at all levels of the organization
• Computer literacy a must, with a strong knowledge of Word, Excel, Word, Outlook and PowerPoint
• University/College degree in related discipline would be a plus

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires good communication skill, both verbal and written
• Must possess advanced computational ability
• Must possess advanced computer skills
• Progressive Leadership experiences
• Proficiency with Opera Cloud, SMS and hotel operating systems
• Proven record to coordinate multiple departments to make gains towards targeted Revinate and other GSAT
• Self-confident, proactive, and able to prioritize and make effective decisions
• Ability to build strong relationships, interact and influence others at all levels of the organization
• Computer literacy a must, with a strong knowledge of Word, Excel, Word, Outlook and PowerPoint

• May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form to deal with problems involving several concrete variables in standardized situations.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 8 hours per day.
• Must be able to stand and/or walk for up to 8 hours per day.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, typing, standing, walking, repetitive motions, listening and hearing ability and visual acuity.
• Talking and hearing occur in the process of communicating with others.
• Requires manual dexterity to use and operate all necessary equipment.

• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, computers, multi-line phones, filing cabinets, FAX machine, photocopiers and other office equipment as needed.

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers and accept constructive criticism from peers.
• Must be able to change activity frequently and cope with interruptions.