Under limited supervision, the Rooms Division Manager directs all department operations for the Rooms Division including all Front Office Operations, Housekeeping, Laundry operations and ensures all activities performed within the departments are in accordance with the property’s business objectives, budgetary guidelines and established guest service & safety standards.

Duties and Responsibilities:

Directly supervise staff and ensure proper completion of all office duties.

Ensure the proper appearance of the lobby and all public areas.

Ensure that the lobby, all general area flooring, and all general commercial areas are safe and free from all hazards (or potential hazards) to the hotel guests, visitors and associates at all times.

Act as the Manager on Duty (MOD) when scheduled as such by the General Manager.

Scheduling of all housekeeping and laundry personnel within budgeted guidelines.

Ordering / inventory for linens, guest room amenities, and housekeeping supplies within CPOR.

Inspecting guest rooms and holding staff accountable.

Interviewing / hiring housekeeping, laundry and guest service candidates.

Training housekeeping employees: Includes Executive Housekeeper, Housekeeping Inspectors, Houseman and Laundry Attendants.

Develop training standards and SOPs, oversee and conduct trainings including job knowledge, product knowledge and service standards.

Effectively control and manage all staff operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies.

Ensure that the hotel meets/exceeds brand standards for guests, visitors and associates safety.

Motivate, coach and train team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition.

Be proficient on the use of the property management system, and train staff on the system.

Conduct bi-weekly departmental meetings, and individual meetings as needed.

Handle guest complaints effectively.

Have complete knowledge of room types.

Coordinate with staff to review occupancy levels and staff labor accordingly.

Maintains the care and use of supplies, equipment, etc. and the appearance of hotel areas, and performs regular inspections of resident areas and rooms for sanitation, order, safety and proper performance of assigned duties.

Performs regular inspections of ancillary and common areas for sanitation, order, safety, and comfortable environment.

Assures that staff follows established safety regulations in the use of equipment and supplies at all times.

Maintain a room history journal-detailing inventory, major maintenance and repairs, renovations and general cleaning.

Inspects storage rooms, utility and janitorial closet, etc., for upkeep and supply control.

Maintain a high morale and productivity as well as good communication within the Front Office and Housekeeping areas as well as between other departments.

Assists in the review of comment cards and guest satisfaction results with employees. Develops and puts action plans in place of deficient areas of the rooms division.

Observes service behaviors of employees and providing feedback to individuals; continuously strives to improve service performance.

Develop colleagues by delegating tasks and then empower and coach them making sure they achieve the desired results.

Participates in department meetings and continually communicates a clear and consistent message regarding the Room Operations goals to produce desired results.

Knowledge of proper cleaning techniques and chemical handling, requirements and use of equipment.

Prepare the departmental budget and put measures in place to achieve or exceed the budgeted profit.

Performs other duties as required within the scope of responsibility.

Qualifications:

Bachelor’s degree in Hospitality/Hotel Administration or equivalent experience in a hotel setting. Must be able to demonstrate at least three (3) years in a position of direct responsibility as a Rooms Division Department Head (Guest Service Manager, Executive Housekeeper, Front Office Manager) within a hotel.

Must also demonstrate highly developed Rooms Management and Leadership skill sets. Previous supervisory experience is recommended.

License/Certification: A valid driver’s license and acceptable driving record is required.

Language Skills: Ability to exercise excellent communication, organization, time management and listening skills. Fluency in a second language is an advantage.

Computer Skills: Proficient in Microsoft Word, Excel, PowerPoint, and OnQ certified a plus.