Director of Rooms

Sage Hospitality•Charlotte, NC

8d•Onsite

About The Position

Sage Hotel Management is seeking a dynamic and passionate Director of Rooms for the UNC Charlotte Marriott Hotel & Conference Center, located on the University of North Carolina at Charlotte campus. This role offers the opportunity to be part of a vibrant leadership team, focusing on personal growth, team development, community engagement, and creating memorable guest experiences. Sage Hotel Management is recognized for its industry leadership, with team members described as authentic, humble, creative, and adaptable. The company's vision is to be the best in the business by turning the ordinary into the extraordinary. The ideal candidate will embody this spirit, fostering a positive culture centered on serving others with excellence.

Requirements

A four-year college degree or equivalent education/experience.
Four to five years of employment in a related position with this company or other organizations.
Experiential knowledge required for management of people and complex problems.
Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
Ability to make decisions with only general policies and procedures available for guidance.
Supervisory/management skills.
Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.
Ability to respond to guest requests and questions over the phone.
Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.
Excellent literacy is required.
Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment.
Lifting, pushing, pulling and carrying - must be able to accomplish any task required of associates within assigned departments.
Bending/kneeling - must be able to accomplish any task required of associates within assigned departments.
Mobility - must be able to accomplish any task required of associates within assigned departments.
Continuous standing - must be able to accomplish any task required of associates within assigned departments.
Climbing up to approximately 40 steps 1% of 40 hour week.
Climbing ladders up to approximately 5 feet 15% of 40 hour week.
Driving required as necessary.

Nice To Haves

May have responsibility for recreation and tennis.
May participate in total hotel management as a member of the Hotel Executive Committee.

Responsibilities

Plan and manage room division and related areas' operations of the hotel to achieve customer satisfaction and quality service while meeting/exceeding financial goals.
Responsible for short and long-term planning and day-to-day operations of the room division areas.
Recommend the area's budget and manage expenses within approved budget constraints.
Manage the human resources functions in the division to attract, retain and motivate employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
Manage check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
May need to fill in for various roles within the rooms department as the demands of business requires (Front Office and Housekeeping roles).
Manage guest departure (check-out) on a daily basis by following established manual and computer procedures to close guest accounts and open the room for the next sell.
Monitor and regularly calculate and/or post monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Courteously answer inquiries and accept reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintain good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
Maximize revenue in each phone/desk transaction. (Sell from the top down and offer specials last).
Operate the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
Manage the standard procedures for cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
Maintain a friendly, cheerful and courteous demeanor at all times.
Ensure that the overall operation of the front desk is completed daily.
Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
Works closely with housekeeping and maintenance to ensure property is maintained.
Hiring, motivating and training of staff.
Perform other duties as assigned, requested or deemed necessary by management.

Benefits

Opportunity to earn property incentives: upsell incentives, porterage, room service, and much more!
Medical, dental, & vision insurance
Health savings and flexible spending accounts
Basic Life and AD&D insurance
Paid time off for vacation, sick time, and holidays
Eligible to participate in the Company’s 401(k) program with employer matching
Employee Assistance Program
Tuition Reimbursement
Great discounts on Hotels, Restaurants, and much more
Bonus Position Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.