Overview : This position provides overall leadership for Rooms Division to include: Reservations, Telephone Operators, Front Desk, Guest Services, Transportation, Housekeeping and Laundry as well as assists the Kingsmill Executive Leadership Team with strategic planning, resort leadership and community involvement by developing and implementing business plans to achieve targets, while controlling expense and labor budgets. Reports to the VP of Rooms and Food and Beverage Operations.
Responsibilities:
•Develops and manages the annual operating budget for rooms division to include monthly forecasting and variance reporting.
•Monitors Rooms' budget of over $15 million in revenue generated from over 80,000 room nights occupied annually
•Ensures Rooms' division labor budget of over $2 million annually stays within approved limits
•Interviews, hires, trains, coaches and reviews direct reports including Front Desk Manager, Night Manager, Executive Housekeeper and Reservations Manager
•Monitors the Reservations department which handles over 100,000 calls annually for rooms, dining, spa and golf reservations
•Ensures that resort guest feedback is accurately tracked, monitored and evaluated to ensure high scores in Unifocus
•Maximizes the revenue potential of the approximately 408 guest rooms and suites and coordinating with the VP of Rooms and Food and Beverage Operations the pricing strategies for the transient/social markets
•Works with the Rental Properties Coordinator with the billing, communications and property management for the approximately 170 owners that participate in our rental program
•Creates and maintains guest service programs that exceed service standards targets of Preferred standards and 4 star ratings in guest satisfaction
•Resolves issues with other departments inside area of responsibility
•Performs other duties as assigned.
Qualifications:
•Proficiency in hospitality revenue management software applications (i.e. EzRooms) as well as internet based booking engines (i.e. Travel Click and/or NetRez)
Proficiency in the resort property management and reservation systems
•Ability to make decisions and work without supervision
•Possesses strong leadership and communication skills
•Possess excellent verbal and written communication skills
•Must have professional presentation as an ambassador of the company serving as a property leader.
•Possesses knowledge of occupational hazards, safety precautions and safety regulations related to housekeeping and transportation activities and other work related precautions
•Must have the ability to enforce operating policies and procedures in an effective and courteous manner.
•Working knowledge of Springer Mills, SMS- or similar applications
•Multi-year experience in managing operations at a 4 star property
Minimum of 10 years' experience in the hospitality industry with a track record of increasing responsibilities
Minimum of 5 years' experience in a director or higher level (i.e. Resident Manager or Director of Operations)
•High School diploma, required with 4 year degree with major in Hospitality Management or Business Management, preferred
•Experience in managing a campus style resort a plus
•Ability to work days, nights, weekends, holidays