Job Summary

     Career Opportunity:

     The Director of Rooms forms part of the Hotel Leadership team who collectively makes key strategic and operational decisions for the Hotel or Resort. The Director directs and controls the activities of the Front Desk, Concierge, Communications, Housekeeping/Laundry, Guest Relations, Guest Services and Spa.

Responsibilities

     ESSENTIAL FUNCTIONS:

• Directly supervises the Department Heads in the departments named above.
• Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements, and on hotel initiatives.
• Interviews and trains the staff.
• Ensures Forbes 5 Star Service standards and Cultural standards are performed consistently in all Rooms Division departments.
• Conducts Performance Evaluations and disciplines staff when needed.
• Reviews and monitors schedules of staff / Labor Standards in all departments in the Rooms Division.
• Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met.
• Routinely inspects all areas of responsibility in the Rooms Division.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Will resolve complaints in person, by phone or through written message.
• Develops relationships with return guests, group contacts and other guests in order to provide personalized service.
• Assures that financial goals of the division and the hotel are being met.
• Monitors and controls labor expense, and other divisional expenses such as supplies and equipment. Works closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue.
• Assists in preparing business forecasts. Prepares Annual Budget for the division.
• Ability to work in a fast-paced environment, multitasking is key.
• Effectively manage and diffuse high stress situation involving both guests and employee matters.
• Maintains close relationships with retail tenants and concessions to ensure revenue and expense targets are met.
• Makes suggestions that will improve revenue, reduce cost and increase guest satisfaction.
• Manages in a way that supports Four Seasons' Mission and Philosophy.
• Supports and creates programs and initiatives that encourage employee development, training and career growth within the Rooms Division.
• Engaged along with other Planning Committee members in long-range planning for the hotel

     Who We Are Looking For:

      We are looking for individuals who have strong leadership and interpersonal skills, are able to prioritize and adapt to the changing needs of the operation, and can evidence having a solid work ethic, good business acumen and a passion for service.

A    A successful candidate will exhibit high energy, a sense of urgency in getting things done and have a flexible schedule, ability to work morning, afternoon, or evening shifts, weekends, and holidays.

      Applicants are required to have a track record of working in Luxury Forbes rated properties in Operations management positions. Previous experience as a Division Head is preferred. A college degree specializing in hotel management or business administration, or equivalent experience is preferred. The Director of Rooms reports to the Managing Director and is an          Executive Committee member.