DEPARTMENT: Rooms
JOB TITLE: Director of Rooms
REPORTS TO: Hotel Manager
SUPERVISES: n/a
PRIMARY OBJECTIVE OF POSITION:
To manage, administer, and supervise the Front Office, Guest Services, Club Lounge and Housekeeping departments, to maintain the highest level of courteous, professional and efficient service to all guests.
RESPONSIBILITIES AND JOB DUTIES:
- Manages and motivates all Rooms Division managers with daily supervision to include staffing, training, disciplines, scheduling, visual monitoring, performance and adherence to all service and productivity standards to provide exceptional guest experience.
- Communicates with the guests and associates, both verbally and written, to answer questions and provide clear direction.
- Ensure the resolution of guest complaints and correspondence in a timely manner.
- Participates in yield management strategies in order to maximize overall revenues.
- Coordinates with the Director of Sales and Marketing the reservations interface with the Front office to ensure proper supply of inventories, forecasting and scheduling to ensure guest satisfaction.
- Organize and conducts department meetings in order to develop, direct and maintain consistent service levels within the Rooms Division.
- Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
- Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
- Ensures that the associate well-being commitments are consistently met in all rooms departments.
- Coordinate staffing and logistics for all major group movements and special requirements, (e.g., alternative luggage storage for large groups).
- Assists in the development of new programs, which result in an increase level of guest satisfaction and operational excellence.
- Maintains compliance with all local, state and federal laws and regulations.
- Oversees, organizes and participates in the VIP Experience - Lobby Conductor program to enhance the guest experience.
- Participate in Manager on Duty coverage program requiring constant monitoring throughout hotel and trouble shoot problems.
- Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
PHYSICAL DEMANDS:
Physical activities include walking, talking, hearing, seeing, reaching, lifting, carrying, bending, standing, pushing, and pulling.
SPECIAL SKILLS REQUIRED:
- Thorough knowledge of all room department operations, and individual job requirements.
- Excellent written, verbal, and organizational skills required.
- Considerable knowledge of computer systems for registration, reservations and back-up systems.
- Above average mathematical comprehension to understand and interpret numbers as they apply to operational in hotels.
- Ability to resolve guests, supervisor and associate conflicts.
- Able to manage effectively multiple tasks at all times.
EDUCATION REQUIRED:
College degree in Hotel Administration or related area required. Additional education in business related field preferred.
EXPERIENCE REQUIRED:
Minimum of 5 years’ experience in Hotel Operations at a Five-Star Hotel.
