Director Rooms Division

Role Purpose

As Rooms Division Director you'll lead the front office and housekeeping departments to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met - always following safety and compliance requirements and local policies and procedures.

Key Accountabilities

• People
  • Direct everyday activity, plan and assign work ensuring you always have the right staffing numbers
  • Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance
  • Train colleagues to make sure they hit hotel revenue goals to the standards we expect and have the tools they need to work effectively
  • Recommend or initiate any HR related actions where needed
  • Drive a great working environment for teams to thrive - connect departments to create sense of one team
  • Interact with outside contacts: guests, vendors, and other contacts as needed
  • Develop and maintain great working relationships with key clients and outside contacts to increase revenue
• Financial
  • Oversee night audit function and preparation of daily financial reports
  • Prepare and submit statistical, performance, and forecast analyses and reports as required
  • Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control
  • Use company systems and processes to maximise revenue
  • Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
  • Hit all personal/team sales goals and maximise profitability
  • Help prepare the departmental budget and financial plans including the hotel marketing plan
• Guest Experience
  • Provide guests with information (example: loyalty programmes, area attractions, restaurants, facility information) to enhance their experience
  • Schedule conventions and/or business group activities at the hotel and coordinate with other hotel-level departments to facilitate services agreed upon by the sales office and prospective clients
  • Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP's, large groups and other key guests
  • Lead marketing efforts to up sell guests on hotel services, offerings, and amenities
  • Ensure front office staff provides guests with prompt service, professional attention and personal recognition
  • Ensure guests are greeted upon arrival and make time to interact effectively with guests
  • Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction
  • Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
  • Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals
  • Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP's and other key guests, or other special guest needs
• Responsible Business
  • Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel
  • Effectively communicate and market aspects of the hotel that are sustainable or "green" and use information to gain new business opportunities
  • Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
  • Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts
  • Work with advertising agencies, consulting firms, and vendors to maximise advertising investments and ensure ads represent brand identity
  • Raise the awareness and reputation of your hotel and the brand locally – occasionally acting as hotel representative for media related enquiries
  • Identify improvements to marketing activities and overall hotel sales performance and work with other departments
  • Ad-hoc duties – unexpected moments when we have to pull together to get a task done
  • Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met
  • Perform other duties as assigned
  • May also serve as manager on duty

Accountability

This is the top rooms division job in a large, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises a large number of front office and housekeeping employees.

Key Skills & Experience

• Bachelor's degree / higher education qualification / equivalent in Hotel Administration, Business Administration
• Four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and work experience
• Must speak local language(s)
• Other languages preferred

Pay

Salary: $129,120 - $161,400.