Director of Rooms

Job Summary

The Director of Rooms will support General Manager in overseeing the Rooms Division, including the Front office and housekeeping departments, with additional oversight of valet operations. This role is responsible for ensuring all departments, achieve the guest satisfaction targets, maintaining operational excellence, and targets. Making sure to hit all metrics. Maintain operational excellence, and meet the financial goals set by ownership.

CANDIDATE PROFILE

Experience

• Minimum 3-5 years of management experience, preferably in both Rooms.
• Associates degree or higher degree preferred
  
  

Job Essentials

Item Example

People Foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee. Treats employees with tact, cooperation, helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth.

Training All team members will receive extensive training and go through testing prior to being placed into a role. Each front desk agent must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotel’s services. Team members must be aware of the local area. All team members must complete the required brand training as per brand requirements.

Communication / Follow Up In any hotel, communication is key. Team members must own any issues and a solid plan in place for following up on external and internal guests.

Expense / Labor Controls / Overtime Ensure all Departments stay within forecasted numbers in regards to departmental and labor expense. Expenses should be flexed based upon demand. Overtime must be controlled. Plans appropriate allocation of resources and assignments of staff utilize labor reports.

Guest Scores / Experience All scores pertaining to the hotel operations should be at or above the brand average. In the event the hotel is running above the brand average, the scores should be at or higher than the previous year’s scores. All responses will be followed up on within brand guidelines. (Guest assistance, Stay Score etc). Maintain Triple AAA 4 Diamond rating. Familiar with criteria.

QA Must ensure passing of brand QA. Ensure each team member is trained and Stay score is at or above brand expectations for all items pertaining to overall hotel operation.

Safety Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc). In addition, ensure everyone is trained on Emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc. Ensure regular safety checks of the shuttle.

Other

• Proficient with Pep system. Computer literacy and financial management a must.
• Lead all Rooms division managers to success on daily, weekly, monthly and annual action plans related to property strategic plan. Able to handle cash and credit transactions.
• Ensure up-sell programs throughout the hotel.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
• Able to establish and maintain effective working relationships with associates and customers.
• Act as Manager on Duty per schedule.
• Able to make sound business decisions and take action quickly based on previous experience and good judgment.
• Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
• Command of the English language both written and verbal.
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Implement company and franchise programs.
• Prepare forecasts and reports and assist in the development of the room’s budget.
• Plan, organize, facilitate, attend, and/or participate in various hotel and departmental meetings. Ensure compliance of brand standard operating procedures and policies.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.
• Physical Demands
• Some lifting may be required. This position may require 50% or more of time on their feet.