JOB SUMMARY:

Provides guidance and leadership to the Rooms Division, ensuring consistent compliance to Hotel policies, while maintaining Forbes and Leading Hotels of the World (LHW) standards.

ESSENTIAL JOB FUNCTIONS:

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Business Results

Applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

• Implements and manages hotels daily quality process including goal communication, staff member improvement, and compliance with Hotel standards of product and performance, service recovery and problem prevention. 
• Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs all direct reports in details of work. Observes performance and encourages improvement. Monitors hotel traffic and makes staffing adjustments accordingly. Supervises and reviews costs and inventory.
• Addresses and responds to guest complaints, conducting thorough research to develop the most effective solutions. Prepares written correspondence to customers. Listens and extends assistance in order to resolve problems such as price conflicts, and discounted rates. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion. Prepares and presents group information for property reviews with owner representatives and corporate executives. 
• Supervises the budgeting, forecasting, training, motivating and staffing of the Rooms Department.
• Prepares Forecast expenses and actual results for the Rooms Departments revenue and expenses. Reports to the General Manager and coordinates with department heads to ensure smooth operation and flawless service to guests.
• Establish and implement department SOP's and training and development of new hires. Solves through initiative and reasonable judgment, problems in the course of the work. 
• Plans, organizes, chairs, attends, and/or participates in various Hotel meetings such as: Staff Meetings, Rooms Division Meetings.
• Conducts disciplinary action as required, in collaboration with Human Resources. 

Guest Satisfaction

• Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth. 
• Coordinates and communicates verbally and in writing with customer (internal and external). Follows up with customer.
• Makes presence known to customer at all times.
• Displays leadership in guest hospitality and ensures consistent, high level service throughout all phases of hotel events.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
• Reviews Guest Service Results and participates in the development and implementation of corrective action plans.
• Emphasizes guest satisfaction during departmental meetings and focuses on continuous improvement.
• Utilizes hotel systems to capture and manage customer information on a daily basis. 

Leadership

…applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

• Train and develop team members according to Forbes and LHW standards.
• Holds self and others accountable for achieving results.
• Addresses conflict in a timely manner.
• Contributes to team results.
• Deals with change effectively.
• Makes decisions, including employees/team and commits to a course of action with available information.
• Ability to modify, revise and demonstrate flexibility in the daily operations of the department when necessary.
• Must be "hands on" to support and assist the team and maintain visibility during busy and stressful times

Building Relationships

…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives. In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Conducts one on one meeting with Direct Reports to ensure their ongoing development.
• Maintains open channels of communications and monitors employee relations.
• Ensures the prompt and proper submission of all corporate, divisional and governmental reports required.
• Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervisor.

Organizational Learner

…actively pursues learning and self-development to enhance personal, professional and business growth; shares learning; demonstrates depth of knowledge in technical or specialized area

• Enlivens the CARE Culture within the hotel
• Attends different departmental stand-up meetings and communicates information to the staff in the absence of the General Manager.
• Supports Public Relations’ initiatives

KNOWLEDGE, SKILLS & ABILITIES:

Experience with LHW and Forbes standards preferred.

• Minimum of 4 years' in Rooms Management in a full-service, luxury hotel.
  • Requires proven managerial skill as position involves frequent decisions, meeting deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of projects.

Knowledge and Skills

• Excellent verbal and written English communication skills.
• Ability to read and communicate verbally and in writing and prepare complex occupancy reports.
• Excellent work ethics and critical thinking.
• Computer literate in MS Word, Excel.
  • Complex mathematical skills and considerable skill in the use of Excel Spreadsheets and/or calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting. 

 PHYSICAL DEMANDS:

• Frequent walking, standing, sitting, hearing, talking, smiling. Lifting, pushing and pulling of objects weighing up to ten (10) pounds.