Job Description
We are looking for an experienced Director of Rooms responsible for management and day-to-day effective operations for front office, concierge, OneStop (Call Center), valet and housekeeping, including profitable financial management, effective leadership, excellent customer service skills, telephone etiquette, and supervision of department requirements and 5-star service standards.
The Director of Rooms is accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service through the guests stay.
The Director of Rooms is also responsible for communicating and developing department managers to ensure all developed standards are met on a consistent basis.
Responsibilities:
- Responsible for leading the front office operations including front desk, concierge, call center, bell/door/valet parking and housekeeping operations
- Ensures the quality and productivity of housekeeping functions that guarantee the cleanliness of all guest areas, high level of personal service delivered by housekeeping associates.
- Ensure excellence in appearance of all areas throughout the Estate - Regularly moves throughout the departments to visually monitor all elements (lighting, music, temperature, decorum), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness and take steps to ensure hotel quality and presentations are met at all times
- Consistently searches for improvement in guest experience satisfaction
- Conducts daily walkthroughs and audits to ensure quality standards and cleanliness in front and back of the house areas are on point,
- Controls payroll and direct expenses in line with the budget and varying levels of business
- Participates in weekly/monthly forecasting and scheduling activities
- Daily reviews of operating outcomes (including corrective action if required)
- Maintains high visibility with guests, interacts frequently and positively with guests. Resolve problems/issues to the satisfaction of involved parties.
- Handles all guest complaints expeditiously to complete resolution
- Closely monitors the financial performance of all departments, in particular monitoring all Rooms expenses to ensure that they are kept in line with budget; and provides solutions to improve problem areas and assisting in implementing corrective measures
- Ensures daily line-ups are effectively conducted as well as monthly department meetings, attends resume meetings and any other communication meetings to ensure collaboration between the departments is flawless, and guest service needs are met on a daily basis.
- Ensures and promotes a positive work environment for his direct reports and employees
- Monitor closely performance of his team and address accordingly with recognition as well as coaching/counseling
- Work closely with Hotel Manager and Director of Human Resources to select, hire and train Talents.
Qualifications:
The ideal Director of Rooms candidate will have:
- Excellent verbal and written communication skills
- Professional and appropriate business appearance and presentation
- 3-5 years experience in a comparable position in a luxury hotel operation
- Excellent knowledge of all aspects of Rooms Division Operations
- Excellent organizational and administrative skills,
- Highly service-oriented and problem resolution skills,
- Flexibility to meet the demands of a 24-hour operation
- Very good knowledge of Microsoft Office applications
- Excellent Opera knowledge
- Proficiency in computer (knowledge of Opera is a plus)
- Ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction.
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