Director of Rooms

About the role

Mandarin Oriental New York is seeking a Director of Rooms to lead the hotel's Rooms Division team. This role supports the hotel's mission statement and pillars of legendary quality experiences.

Responsibilities

• Support company's philosophy and culture using Pillars of Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement
• Prioritize guidance and inspiration on property specific initiatives, projects, and goals by effectively communicating and monitoring progress with the prospective department
• Provide leadership, support, and prioritize developmental progression of management and line level colleagues
• Provide coaching and counselling when needed to all Rooms Division Managers
• Ensure FOH and BOH (Housekeeping, Laundry/Valet) Managers are performing their job tasks to the appropriate level of service
• Plan, monitor, and meet all financial and qualitative objectives for the Rooms Division
• Actively involved in the capital expense planning of the Rooms Division
• Work with the Director of Finance to ensure that all monthly expenses, including payroll are accurate and reported timely for month end
• Attend all weekly EXCO meetings
• Interview, hire, and terminate FOH and BOH Rooms Division Colleagues
• Prepare and administer annual colleague reviews and evaluations for direct reports and make sure that Rooms Division reviews are completed on time
• Work with L&D to ensure that departmental training standards/expectations are in place for all Rooms Division departments
• Assemble weekly schedules for managerial colleagues to ensure that departments are properly covered based on forecasted business volumes
• Respond as the Hotel Duty Manager with security for any "emergency" situation including but not limited to: Fire Alarm, Employee injury, Guest injury, Employee conflict with another employee, Employee conflict with a guest, Guest conflict with another guest, Intoxicated/rowdy guests or colleagues. Any business continuity plan scenario as per MOHG guidelines
• Assist FOH and BOH operational departments (Front Office, Guest Relations, Housekeeping, Laundry) areas when needed. Act as a "Manager on Duty" for any department needing assistance
• Communicate all guest concerns to the appropriate department for follow-up
• Ensure proper handling of all guest complaints are expeditiously completed with a resolution
• Monitor and have knowledge of the rooms inventory and available rooms for arrivals and walk-in guests
• Ensure guest profile information is acted upon proactively to ensure the guest is thoroughly delighted
• Maintain the condition and cleanliness of the public spaces and accommodations of the hotel

Requirements

• A minimum of 3-5 years in department head position in the rooms department, ideally at a luxury property
• Excellent knowledge of both housekeeping and front office
• Ability to coordinate with multiple tasks
• Ability to develop managers and line level colleagues
• Computer literacy to include: Microsoft Word, Excel, PowerPoint, Microsoft Outlook, etc.
• Excellent communication skills both written/verbal
• Problem solver
• High degree of stamina, agility and flexibility
• Able to present themselves with an uplifting personality as well as presenting a high degree of confidentiality

Qualifications

• Must possess excellent knowledge of both housekeeping and front office
• Must possess ability to coordinate with multiple tasks
• Must possess ability to develop managers and line level colleagues
• Must be computer literate to include: Microsoft Word, Excel, PowerPoint, Microsoft Outlook, etc.
• Must possess excellent communication skills both written/verbal
• Must be a problem solver
• Must have high degree of stamina, agility and flexibility
• Must be able to present themselves with an uplifting personality as well as presenting a high degree of confidentiality

Skills

• Excellent communication skills both written/verbal
• Problem solver
• High degree of stamina, agility and flexibility
• Able to present themselves with an uplifting personality as well as presenting a high degree of confidentiality

Benefits

• Salary: $140,000- $155,000
• Bonus Eligible
• A competitive benefits package, including health, dental and vision, 401(K), etc

Pay

• $140,000- $155,000

Schedule

• Not specified