Director of Rooms

Responsibilities

• Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
• Motivate, coach, counsel and discipline all Rooms Division personnel according to hotel standards.
• Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures according to SOP's.
• Actively support Human Resources with recruiting efforts.
• Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
• Develop employee morale and ensure training of Rooms Division personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Understand hospitality terms.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Monitor completion of the Service Standards by Position Training Checklists for hourly staff.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Attend daily and monthly Rooms Merchandizing meetings.
• Complete the monthly reforecast.
• Monitor and support the corporate Guest Recognition Program.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Monitor and ensure compliance with SOP’s in Rooms and Loss Prevention.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc.
• Conduct weekly Rooms Division meeting, including a monthly financial review.
• Perform Rooms Managers’ performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity.
• Prepare department heads for succession through development of their need areas.
• Prepare the Rooms Division annual budget, including Laundry, Communications and Other Income.
• Participate in required M.O.D. program as scheduled.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain S.O.P.'s in its use.
• Absorb and analyze data from multiple sources to make informed decisions.
• Assist in preparation of revenue and occupancy forecasting.
• Carry a pager at all times.
• Operate pagers and radios efficiently and professionally in communicating with hotel staff.
• Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
• Be knowledgeable of the current corporate marketing programs and the standards and procedures for each.
• Ensure that staff is knowledgeable in understanding and implementing corporate programs.
• Monitor all V.I.P.'s, special guests and requests.
• Ensure overall guest satisfaction.

Qualifications

• At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
• Previous management experience required.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Long hours sometimes required.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.