Director of Rooms - Holiday Inn Washington Dulles Airport

B.F. Saul Company Hospitality Group•Sterling, VA

3d•$90,000 - $95,000•Onsite

About The Position

B. F. Saul Company Hospitality Group is a subsidiary of the largest private real estate company in the Washington, D.C. area, with over 130 years of operation. The Hospitality Group manages a portfolio of more than 20 business-class hotels under top brands like Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels, as well as The Watermark Hotel, The Hay-Adams Hotel, and Perch Putt. They employ over 1,000 hospitality professionals. This role is for a Director of Rooms at the Full-Service Holiday Inn Washington Dulles Airport hotel. The position is responsible for ensuring outstanding guest service and effective operations of the front desk, using leadership skills to drive revenue, maximize profit, and ensure quality. It also involves effective management of assigned staff to ensure guest satisfaction, positive team member relations, and achievement of overall financial results. B. F. Saul Company Hospitality Group emphasizes its "One Team!" values, focusing on attracting top talent committed to professional and personal development, with a strong understanding of the industry and attributes that enhance their culture. Joining the team signifies a commitment to guest satisfaction and upholding the highest level of integrity.

Requirements

3+ years of progressive supervisory/customer service management experience required.
Must be able to manage multiple hotel priorities in a fast-paced environment.
Must be able to effectively communicate with all levels within and outside the organization and have the ability to effectively problem solve with all.
Demonstrates clear written and verbal communication skills.
Ability to lift, push or pull up to 75 pounds on an occasional basis.

Nice To Haves

Well-Experienced with Opera management system.
3+ years of Operations experience.

Responsibilities

Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
Works side by side with staff to train and model appropriate guest service standards.
Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
Achieves business revenue goals by implementing and delivering creative service programs designed to increase guest satisfaction.
Identifies potential obstacles to exemplary service.
Uses available tools and knowledge to implement ideas to maximize guest satisfaction scores.
Communicates results from guest satisfaction surveys with hotel team and addresses needs and trends that have been identified from the survey results.
Responds to guest concerns which arise on surveys when necessary.
Works with hotel team to maintain guest satisfaction scores that are within the range deemed acceptable by the brand.
Assists in evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable.
Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members.
Assists with interviewing, hiring, coaching, and development of all team members.
Assists with required training for department team members and ensuring training records are maintained.
Analyzes quality issues, identifies training needs and ensures implementation to improve results.
Utilizes available resources and adheres to B. F. Saul Company Hospitality Group training policies.
Promotes collaboration and positive, professional work environment.
Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
Supports all front desk initiatives.
Must have high attention to detail, good communication skills and leadership ability.
Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines.
Adheres to all B. F. Saul Company Hospitality Group Standard Operating Procedures.
Conduct routine inspections of front desk operations to maintain standards per B. F. Saul Company Hospitality Group, local, state and federal regulations.
Ensures a clean and safe work environment, and follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents.