Director of Rooms

JOB SUMMARY: As an Abbey Resort associate, you will have the opportunity to be part of an incredible team at an all service resort situated on the beautiful shores of Geneva Lake. We aim to hire individuals who are ready and committed to exceed the expectation of every guest by genuinely creating lasting memories, maintaining a positive attitude and by providing outstanding service every time. 

BASIC FUNCTION: The Director of Rooms is in charge of overseeing all rooms’ departments to include Front Office, Guest Services, Reservations, Group Coordinator, Laundry, Housekeeping, Activities, and Gift Shop. They will also supervise all Rooms Departments and ensure their standards of operation are maintained and are working in harmony at a profit.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

Bachelor’s degree preferred.

Three years in the Rooms Department with Two years as a Department Head.

Must be service oriented.

Ability to interact well with others.

ESSENTIAL FUNCTIONS:

• Be a resort champion of the People First Culture and Can-Do Attitude
• Be involved in the financial performance of the hotel with responsibilities to include managing department the annual budget, develop 30-60-90-day forecasts, maintain labor costs to forecast/budget, manage spending accounts and review monthly Profit & Loss reports.
• Develop and mentor department leadership.
• Ensure proper training materials are in place and used by each department. Implement coaching, career planning, and recognition programs for all Rooms associates.
• Lead the team to ensure revenue maximization and accurate forecasting of occupancy.
• Develop and participate in Revenue Optimization meetings, track historical data.
• Participate as a member of the Leadership team.
• Lead by example to ensure all guest and team interactions are managed in a professional manner.
• Provide exceptional customer service by being engaging and taking sincere interest; review and maintain guest comment card satisfaction scores.
• Prioritize problem solving and “WOW” guests through recovery when things are not quite right.
• Work closely with the hotel teams to collaborate and maximize goal achievement.
• Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information.
• Serve as the Manager on Duty when requested.
• Member of the Emergency Response Team
• Ensure service and product standards are maintained at a 4-star level.
• Decision-making and policy formulation for the Rooms Division.
• Develop, implement, and review marketing direction with the Director of Sales and Marketing and the General Manager.
• Devise and implement programs to increase customer quality and service.
• Review and maintain guest comment card satisfaction scores.
• Develop and maintain rooms’ historical data.
• Maintain effective staffing and cost controls in all areas of the Rooms Division.

MARGINAL FUNCTIONS:

• Effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• Required to perform other tasks and duties as assigned.
• Scheduled hours may vary on business needs and may or may not include holidays, weekends, various shifts, overtime, or reduced hours.
• To serve as M.O.D. as requested.
• To be a member of Emergency Response Team (ERT)
• To assist other departments as required
• Will perform additional duties as requested by the General Manager

ENVIRONMENT: Office setting, hard surfaces with overhead artificial lighting and comfortable regulated ventilation.