Director of Rooms

Sonesta International Hotels Corporation•Sonesta Miami Airport, FL

About The Position

Direct the activities of Front Office, Housekeeping, and other departments as directed to achieve established quality and guest service standards and departmental revenue and profit goals. Ensure adherence to federal, state, and local regulations concerning hotel emergency procedures, safety, and other compliance requirements, as well as brand standards and local policies and procedures. The Director of Rooms oversees multiple guest service departments, schedules and assigns work, develops departmental strategies and goals, and communicates and enforces policies and procedures. The role supports staffing and human resources actions, guest satisfaction and service recovery, employee training, hotel revenue generation, budget and expense control, inspections, reporting, security, inventory, and emergency preparedness. The position coordinates with hotel departments and external contacts, and may serve as Manager on Duty.

Requirements

Bachelor’s degree in Hotel Administration, Business Administration, or equivalent, and four years of guest service or hotel experience with two years in a management capacity; an equivalent combination of education and experience is accepted.
Must speak fluent English.
Ability to interact with customers, employees, and third parties in a way that reflects highly on the hotel, brand, and company.
Reading and writing abilities for paperwork, management reports, interpreting results, giving and receiving instructions, and training.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
Problem-solving, reasoning, motivating, organizational, and training abilities.
Ability to frequently stand or move within and outside the facility, carry or lift items weighing up to 25 pounds, and use a keyboard to operate property management systems.
May be required to work nights, weekends, and/or holidays.

Nice To Haves

Knowledge of additional languages is preferred.

Responsibilities

Oversee multiple Guest Service departments, schedule and assign work, develop departmental strategies and goals, and communicate and enforce policies and procedures.
Recommend or initiate salary, disciplinary, staffing, or other human resources-related actions in accordance with company rules and policies; alert the General Manager to potentially serious issues.
Establish procedures for prompt, professional guest attention and personal recognition; respond to complaints and implement service recovery guidelines.
Ensure staff are properly trained and have the tools and equipment needed to perform their jobs.
Assist in managing hotel revenue generation and maximization through company systems, business processes, and specifications; review and approve or deny discount and rebate requests.
Schedule and conduct inspections of the front office and public areas and corridors; develop action plans to correct deficiencies.
Analyze guest satisfaction data and develop and implement plans to achieve established goals.
Achieve budgeted revenues, control labor costs and expenses, and maximize profitability; participate in preparing the annual departmental operating budget and financial plans.
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; check billing instructions and guest credit for compliance with hotel credit policy.
Establish par levels for supplies and equipment and authorize requisitions to replenish shortages and other business supplies.
Communicate information about VIP and key guest arrivals and departures and special guest needs to appropriate departments.
Ensure emergency and crisis training and procedures are in place and maintain relationships with local fire, police, and emergency personnel.
Promote teamwork and quality service through daily communications and coordination with other departments, including Accounting, Sales & Marketing, Catering, Food & Beverage, Housekeeping, Human Resources, Maintenance, Security, and Shuttle services.
Interact with guests, vendors, regulatory agencies, professional organizations, community groups, local media, and other contacts as needed.
Serve as Manager on Duty as required.
Perform other duties and projects as assigned.