Director of Rooms

About the role

The Director of Rooms is responsible for assisting the hotel General Manager with the successful operation and will directly oversee: Front Office, Valet, Housekeeping while supporting Engineering, and Security.

Responsibilities

• Create and execute rooms department strategies that will drive the hotel to exceed guest satisfaction, cleanliness standards and revenues.
• Work collaboratively with all members of the rooms departments to continually enhance and advance the hotel.
• Ensure the rooms staff, supervisors and management are properly trained to standards and able to carry out the operations of each function of their department.
• Anticipate guests' and employees' needs and respond promptly. Always promote positive guest relations.
• Ensure that the guest experience is pleasant and positive from arrival through departure.
• Analyze GSA scores and comments and enhance positive strategies and develop and execute action plans to eliminate deficiencies.
• Work closely with department managers and supervisors to develop them both personally and professionally.
• Investigate complaints about service and equipment and take corrective action.
• Verify status on room reports, determine discrepant rooms, prioritize, and update status of departing guest rooms.
• Maintain complete knowledge of all guest services department policies/service procedures.
• Maintain complete knowledge of all hotel features and services, all room types, rates, special package and promotions, daily arrivals/departures/room availability, scheduled in-house group activities, VIPs scheduled, in-house group names, background, activities, locations, and times as well as special requests/arrangements.
• Complete daily walk-through of all operations department areas observing the following and instruct designated personnel to rectify any organization deficiencies.
• Review and respond to daily operational demands as it relates to the hotel.
• Conduct and/or participate in Daily Line ups as well as Departmental meetings.
• Ensure that all rooms departments as well as its employees comply, on a consistent basis, with all Fire Department Safety codes and OSHA guidelines.
• Ensure that employees always comply and abide by the employee standards of conduct.
• Ensure that all employee and management reviews are done in an efficient and timely manner.
• Ensure that staffing level requirements are met when both minimum and maximum occupancy levels dictate.
• Ensure that cleanliness and condition of each area meets designated hotel standards, and the appropriate inspections are carried out on a consistent basis.
• Directly contact respective personnel and relay any deficiencies that are to be corrected.
• Ensure that guest requests are accommodated expediently and courteously.
• Prepare the monthly forecast numbers for payroll budget and expenses.
• Prepare monthly, quarterly, and yearly Rooms Division financial forecasts.
• Maintain constant control over changes and variances in budget for payroll, staff, ordering of supplies according to changes in occupancy levels.
• Ensure that the proper training of staff is always performed by selected departmental trainers.
• Provide feedback on staff performance to General Manager.
• Work with Human Resources to resolve any disciplinary problems.
• Respond to messages promptly.
• Ensure that an accurate inventory is completed at least twice a month pertaining to housekeeping and front office amenities and supplies, standard guest room items, and linen.
• Document pertinent information in department logbook and/or guest incident action forms.
• Review status of assignments and any follow-up action with manager and/or on-coming shift supervisor.
• Establish, maintain quality recognition programs within the division.
• Facilitate divisional and departmental Strategic Planning meetings.
• Monitor and facilitate all Internal Defect Reports relating to Rooms Division.
• Work with appropriate departments in setting future rates and special packages.

Qualifications

• Bachelor's degree in a related field from an accredited university/college plus at least five (5) years of related experience; or high school diploma or equivalent plus at least seven (7) years of related experience; or any equivalent combination of education and experience that provides the above skills, knowledge, and abilities.
• Computer skills required.
• Familiarity with Microsoft Office preferred.
• Experience with hotel information systems required.
• First aid certification as required.
• CPR certification desired.
• Other certifications as needed to remain in compliance.
• Extensive knowledge of all rooms operations within a hotel environment, including all laws and regulations related to these operations.
• The capacity to create and execute innovative strategies that will drive the hotel to exceed guest satisfaction and revenues.

Skills

• Experience with hotel management systems such as StayNTouch and Quore with management experience.

Pay

Salary Range: $100,000 - $120,000 per year