What are the responsibilities and job description for the Director of Rooms position at Crowne Plaza North Augusta?
Description:
The Director of Rooms is responsible for overseeing and leading all operations within the Rooms Division, including Front Office, Housekeeping, Guest Services, Reservations, and Recreation. This role ensures the highest level of guest satisfaction, operational efficiency, financial performance, and team development while upholding the hotel’s brand standards.
Key ResponsibilitiesOperational Leadership
- Oversee daily operations of the Rooms Division to ensure seamless, efficient, and guest-focused service.
- Develop, implement, and enforce SOPs for all Rooms Division departments.
- Maintain high-quality standards across cleanliness, service, and guest experience.
- Monitor room inventory, rates, and occupancy in collaboration with Revenue Management.
Guest Experience
- Champion guest satisfaction and manage guest feedback, complaints, and special requests.
- Ensure consistent delivery of luxury service standards (if applicable) across all departments.
- Analyze guest service metrics (e.g., guest reviews, scores) and implement improvement strategies.
Financial Management
- Develop and manage departmental budgets, forecasts, and labor plans.
- Control operating costs while maintaining quality standards.
- Review financial reports and implement cost-saving initiatives without compromising service.
Team Management & Development
- Lead, mentor, and train management and frontline staff within the Rooms Division.
- Conduct performance evaluations and create development plans.
- Foster a positive, collaborative, and results-driven work environment.
Compliance & Safety
- Ensure compliance with hotel policies, brand standards, and local regulations.
- Oversee safety protocols and emergency procedures for Rooms Division teams.
- Conduct regular inspections of guestrooms, public areas, and employee workspaces.
Job Requirements
Requirements:Qualifications
- Bachelor’s degree in hospitality management or related field preferred.
- 5 years of Rooms Division leadership experience in a full-service or luxury hotel.
- Strong leadership, communication, and organizational skills.
- Proven ability to manage budgets, improve guest satisfaction, and lead large teams.
- Proficiency in PMS systems (e.g., Opera, Maestro, OnQ) and other hotel operations software.
- Ability to work flexible hours, including weekends and holidays.