Director of Rooms

AccorHotel•West Hollywood, CA

16h•$145,000 - $155,000•Onsite

About The Position

The Director of Rooms is responsible for the performance of the Rooms Division which covers Front Office (including Guest Services, Revenue, and Bell/Door Staff), Housekeeping, and Valet Parking. The Director of Rooms is the keeper of the brand standards and responsible for effectively introducing and rolling out new brand initiatives. The Director of Rooms will train coaches and lead staff to ensure optimum financial success, cleanliness, and superior customer service will ensure morale is to Mondrian LA standards.

Requirements

At least 2-3 years in a management/director role in a hotel rooms division.
3-5 years’ experience in a comparable position in a boutique hotel operation
Possess excellent communication, guest relations, and organization.
Excellent interpersonal skills with ability to work with ownership, management and staff personnel.
Strong verbal and written communication skills; and excellent interpersonal skills with the ability to maintain cooperative working relationships with vendors, public and staff at all levels.
Excellent organization and planning skills to manage multiple projects and meet deadlines in fast-paced work environment
Ability to work productively in a team-orientated environment, as well as independently and to be flexible and responsive.
Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Experience in Opera preferred.
Bilingual in English/Spanish preferred.

Responsibilities

Responsible for scheduling the front office, guest services, and housekeeping department.
Oversee performance reviews, training and development of all front office, guest service, and housekeeping staff to achieve hotel service quality standards.
Supervises strategic plan development, implementation, and successful completion of associate and guest satisfaction initiatives.
Overseas and participates in all aspects of the Front Office, and housekeeping operations, i.e. Guest Reception coverage as needed, housekeeping coverage, and room inspections.
Shops in depth have a minimum of 10 rooms a month.
Motivates team members and establishes a productive working environment at the hotel.
Analyzes reports and communicates information to staff and appropriate departments.
Assists with weekly, monthly and annual reporting, including consolidated hotel analytical and statistical reports.
Knowledgeable of hotel property, amenities and area attractions.
Maintains correct procedures for hotel accounting, credit control and handling of financial transactions, and Supply Inventory.
Analyzes reports and communicates information to staff and appropriate departments.
Will manage all departmental issues, complaints as well as working with Human Resources for any disciplinary actions, suspensions and terminations.
Strives to increase the level of guest satisfaction through associate development and quality image.
Is a member of the Executive Committee
Respond quickly to guest requests or complaints in a friendly manner, taking appropriate action to resolve matters.
Follow up to ensure complete guest satisfaction
Must communicate effectively with all levels of management.
Work closely with Catering and Sales to assure groups and special functions are handled smoothly from a service and upkeep standard
Work closely with Director of Engineering to ensure processes are in place for immaculate and fully functioning guest rooms and public spaces
Review of all Rooms staff worked hours for payroll compilation and submit to accounting on a timely basis
Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments
Ensures the housekeeping team morale and communication is healthy and frequent.
Serves as the liaison between the General Manager and housekeeping
Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, associate discrepancies, etc. in addition to monthly P&L review and forecasting
Operate all aspects of the Front Office computer system, including any maintenance requirements, report generation and simple programming.
Ensure Pre Shift Meeting is happening at all shift change-over for all departments.
Ensure that associates are always attentive, friendly, helpful and courteous to all guests, managers and other associates.
Monitor all VIPs, special guests and their requests as well as all Front Office Managers previous duties.
Always ensure adequate management coverage, especially on sold-out nights.
Monitor all VIPs, special guests and their requests.
Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions” because it shouldn’t just be related to guest satisfaction but also company satisfaction as well.
Effectively handle problems, including anticipation, prevention, and identifying and solving problems as necessary.
Ensure implementation of all Mondrian LA policies and standard operating procedures
Overseas and manages the budget for Front Office, and Housekeeping.
Oversee ordering of all supplies for both Departments in conjunction with monthly budget/forecast numbers.
Performs other incidental and related duties as required and assigned.