Job Overview

Provides guidance and leadership to the Rooms Division, ensuring consistent compliance to Hotel policies, and quality customer service while maximizing departmental profits. Indirectly offers supervision for the entire Hotel as well as making policies and developing plans for carrying out work programs. Acts as General Manager or Rooms Division Manager in the absence of either individual.

Responsibilities And Duties

• Implements and manages hotels daily quality process including goal communication, staff member improvement, compliance with standards of product and performance, service recovery and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly.

• Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs Rooms Division Department Managers in details of work. Observes performance and encourages improvement. Monitors Hotel traffic and makes staffing adjustments accordingly. Supervises and reviews cost and inventory.

• Fields guest complaints, conducting through research to develop the most effective solutions and negotiate results. Prepares written correspondence to customers. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy Hotel activity. Plans and implements detailed steps by using experienced judgment and discretion.

• Supervise the budgeting, forecasting, training, motivation and staffing of the rooms Department including; Towers, Telephone Room, Housekeeping Services, Assistant Manager, Laundry, Concierge and Guest Service.

• Prepares Forecast expenses and actual results for the Rooms Division revenue and expenses. Reviews Security and Assistant Manager's logs daily for significant incidents, reports to the General Manager and Resident Manager, and coordinates with department heads all enforcement of policy and/or improvements in service needed.

• Works closely with the General Manager and the Rooms Division Manager in establishing and monitoring policies and guidelines in the day-to-day operation of the Hotel to ensure profitability and consistency. Solves through initiative and reasoned judgments problems of detail that come up in the course of the work.

Specific Job Knowledge And Skills

• Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadline, 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 listen effectively and to speak English clearly.

• Ability to be mobile for significant distances between and within buildings on the property.

• Hearing and visual ability to observe performance and detect signs of emergency situations and respond with proper action.

• Ability to read and communicate verbally and in writing and prepare complex occupancy reports.

Other Expectations

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.

• All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

• Employee is always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.

• Complies with health and safety rules, regulations and procedures to maintain a safe environment.

• Maintains open channels of communications for all levels (line employees through General Manager) and monitors employee relations.

• Establishes and maintains positive civic, community, governmental and local business contacts.

• Aids in establishing a positive relationship between Hotels and the property owners.

• Ensure all required licenses, permits, contracts, insurance inspections, are in proper order, with the assistance of legal counsel and Controller.

• Ensure the prompt and proper submission of all corporate, divisional and governmental reports required.

• Survey and perform property inspections on a daily basis by visually identifying areas of the Hotel for needed improvements such as guest rooms, public areas and restaurants.

• Performs other related duties as assigned.

Source: Hospitality Online