What are the responsibilities and job description for the Director of Rooms position at Chico Hot Springs?
Job Summary
- Lead all aspects of the Resort’s guest accommodations to ensure a seamless and exceptional guest experience
- Lead with a guest centric focus, able to decide critical priorities and bring to closure.
- Serves as a visible interface with guests, monitoring service feedback and overall satisfaction, and leading a continuous cycle of improvement
- Lead and manage front office operations, housekeeping, maintenance, security and retail, leading these departments to maintain high standards of cleanliness, service, and operational efficiency
- Leads with credibility: building and inspiring trust throughout all departments
- Owns the guest relationship of VIP guests, ensuring personalized recognition and exceptional service
- Leads in financial acumen of departments, to include managing departmental budgets and labor forecasts; reviewing payroll, operating expenses, and departmental costs.
- Responsible for and accountable for key performance metrics including: ADR, RevPAR, Occupancy, Labor productivity, Guest satisfaction scores
- Responsible for developing and implementing policies and procedures that align with the brand and customer service standards
- Lead in the recruiting, training and motivation of associated departments measuring and adjusting training as appropriate
- Collaborate with Sales and Marketing to develop strategies that enhance guest satisfaction
- Partner with Revenue Management to maximize room revenue and profitability including proposing strategic initiatives
- Maintains composure and demonstrates calm, confident leadership during tense or emergency situations, serving as a reassuring presence and effectively guiding the team through challenging circumstances
- Drive GSS scores to the highest level with proper vision, training and hands on leadership
- Bachelor’s degree in Hospitality Management, Business Administration, or related field strongly preferred
- A minimum of 5 years of progressive resort/hotel operations experience strongly preferred
- Exceptional multitasking and project management skills with an ability to meet tight deadlines and bring items to closure
- Proven track record in achieving financial targets, managing budgets, and implementing cost control measures without compromising on quality and service
- Effectively able to lead and inspire
- Strong financial and analytical acumen
- Possesses strong high-level stakeholder communication skills, engaging effectively with investors and executives
- Demonstrated clear verbal and written communication skills
- Able to apply working knowledge of systems such as Opera, Birchstreet, Hotel Effectiveness, and ProfitSword preferred.
- Ability to work flexible schedules including weekends and holidays.
- Able to walk or sit for long periods of time; able to flex, bend, stoop, reach on a frequent basis.