Description

TITLE: Rooms Division Manager

DEPARTMENT: Executive Office

REPORTS TO: General Manager/Ownership

JOB SUMMARY

The Rooms division manager is responsible for Executive Housekeeping and Front Office, ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Directly offers supervision for the entire hotel, as well as making policies and developing plans for carrying out work programs.

ESSENTIAL JOB FUNCTIONS:

• Responsible for the Front Office department with a focus on Front Desk procedures. Ensures smooth processes and high compliance in terms of guest relation, housekeeping and reservation standards.
• Responsible for the deployment of personnel, to make sure there is sufficient and competent personnel to guarantee the satisfaction of the guests.
• Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with Brand’s standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. 
• Communicate both verbally and in writing to provide clear direction to staff.
• Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
• Prepare Forecast expenses and actual results for the Hotel, revenue and expenses.
• Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.
• Strong cooperation with the sales department, organization of department trainings, coordination of the service and vacation planning, monitoring the work of service personnel, hotel security, quality assurance and compliance in terms of special guidelines and hiring new employees.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Requirements

SPECIFIC JOB KNOWLEDGE AND ABILITIES

• Must have the ability to communicate in English.
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Can communicate well with guests.
• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
• Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting.
• Ability to be mobile for significant distances between and within buildings on the property.
• Ability to observe performance and detect signs of emergency situations and respond with proper action.

PERFORMANCE STANDARDS

• Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with the company staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day.

• Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

• Safety & Security:

The safety and security of our guests and associates is of utmost importance to the company. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

PHYSICAL DEMANDS

• 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 4 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space and to reach other locations of the hotel on a timely basis. 
• Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
• Must be able to lift up to 40 lbs. on a regular and continuing basis.
• Must be able to push and pull carts and equipment weighing up to 250 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity. 
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• 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, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

AVAILABILITY

This company operates seven days a week, 24 hours a day. Generally, the position works Tuesday through Saturday with hours varied based on business demand. At times it may be necessary to move you from your accustomed work day, to include Saturdays and Sundays, or time of work if business or task assignments demand. In addition, it should be understood that business needs determines the amount of hours that you work.