Director of Rooms

About the Role

Functions as the strategic business leader of the property’s Rooms Operations. Areas of responsibility include Front Office and Housekeeping operations to develop and implement departmental strategies and ensure implementation of the brand service strategy and brand initiatives. The position ensures the Rooms Operations meet the brand’s standards, targets customer needs, ensures team member satisfaction, focuses on growing revenues, and maximizes the financial performance of the operation.

Responsibilities

• Ensure that sufficient staffing is present to meet daily business demands.
• Actively participate in training and continuing education of all Rooms Division service staff.
• Responsible for actively assisting with recruiting and hiring for all Front Office and Housekeeping positions.
• Oversee the Executive Housekeeper and team to ensure room standards are met and rooms are turned properly prior to guest usage.
• Oversee the Front Office Supervisor and team to ensure all aspects of front desk operations are attended to.
• Approach all encounters with guests and team members in a professional and personalized manner.
• Maintain regular compliance with the Marriott/Courtyard brand standards to help ensure BSA (Brand Service Audits) pass successfully.
• Analyze service issues and identify trends.
• Make and execute the necessary decisions to keep property moving forward toward achievement of goals.
• Monitor Rooms Division financial performance against budget.
• Coach and support operations team to effectively manage occupancy and rate, wages, and controllable expenses.
• Champion the brand’s service vision for product and service delivery and ensure alignment amongst the Rooms leadership team.
• Develop systems to enable team members to understand guest satisfaction results.
• Review guest feedback with Leadership Team and ensure appropriate corrective actions when necessary.
• Respond to and handle guest problems and complaints.
• Stay visible and interface with guests on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Maintain a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient hotel operations.
• Understand and communicate promotions and enhancements effectively with Service Professionals and guests.
• Serve as a general guest information source.
• Coordinate arrival, departure, and special needs of Bonvoy guests. Offer to handle special arrangements during their stay; coordinate future visits.
• Identify and solicit potential new Bonvoy members.
• Build rapport with Bonvoy guests and distinguished visitors; escort guests to rooms as necessary, encourage feedback throughout their stay.
• Complete projects in a timely manner as required by the General Manager.
• Place and track orders for front desk supplies and market food and beverage items to ensure proper inventory levels are maintained.
• Take guest Starbucks orders, prepare beverages according to brand standards, and ensure prompt, friendly service.