Director of Rooms

The Director of Rooms is responsible for planning, organizing, and coordination of the Rooms Division consisting of Front Office, Guest Services, and Housekeeping. The Director of Rooms will provide leadership and direction while maximizing revenue opportunities and maintaining guest satisfaction in accordance with all Standard Operating Procedures. Will be responsible for maintaining an environment that promotes employee satisfaction through his/her leadership acumen all the while maintaining Hotel standards. As Director of Rooms, you will report directly to the General Manager and assist in achieving the goals set by the organization.

Essential Job Functions

• Lead and manage the day-to-day operations of Front Office, Guest Services, Housekeeping, and ensuring all service standards are followed, ensuring exceptional guest service is provided as well as overall cleanliness of rooms and common areas
• Lead and support all areas in the achievement of their team, guest and financial targets
• Control all purchases for the department, consistently aware of quality and cost
• Assist in the preparation of the annual strategic plan and achieve the goals and targets therein
• Active participation with the Sales, Marketing, and Revenue Team to increase RevPAR index within the competitive set
• Develop and implement trainings & SOP’s to align with Forbes standards for all new and existing colleagues to positively improve results in Guest Satisfaction (Revinate).
• Lead and champion hotel committees and company programs
• Follow company and department policies, procedures and service standards
• Blocks rooms for arrivals and ensures any discrepancies are resolved.
• Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• Reviews and monitors schedules of staff in other department of responsibility.
• Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
• Direct daily activities and key initiatives of guest contact departments within the rooms division by providing guidance, leadership, clarity and instruction.
• Monitors all rooms systems to enhance team efficiency, guest feedback and revenue enhancement and labor management productivity metrics to develop actionable objectives to target goals.
• Facilitates the coordination of marketing initiatives, sales site visits and special housekeeping requests, VIP reservations, etc., to deploy team to deliver best in class hospitality.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns.
• Responsible for planning, developing, implementing and evaluating the quality of property’s rooms
• Monitors and promotes room rates, specials, and promotions at the residence
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
• Reviews and audits expenses (e.g., departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues)
• Conducts weekly meetings with divisional managers and review all information pertinent to the week’s business
• Prepares monthly, quarterly and yearly Rooms Division financial forecasts
• Reviews reports and financial statements to determine Rooms operations performance against budget
• Maximizes room revenue and occupancy by effectively controlling rates and availability.
• Analyzes rate discrepancy reports to ensure room revenue control.
• Handles all guest complaints and comments relating to all departments tactfully.
• Reviews daily Front Office work and activity reports generated by Nigh Audit.
• Works closely with Accounting on follow-up items i.e. rejected credit cards, employee discrepancies, etc.
• Operates all aspects of the Front Office computer system, including software maintenance, report generation and analysis
• Anticipate sold-out situations/and know how many rooms are overbooked
• Assist in locating alternative accommodations for guests and assist in “walking” guests, following hotel policies and procedures
• Follow-up the next day to ensure that guests are welcomed back to the hotel in accordance with hotel policies and procedures
• Review resumes for arriving groups; follow up with all departments to ensure preparations are made for arrivals
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings)
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Champions change, ensures business initiatives are implemented and communicates follow-up actions to team as necessary
• Identifies talents of direct reports and their teams, and assists with their growth and development plans
• Other duties and responsibilities as assigned

Qualifications

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area