Director of Rooms

Suncadia•Cle Elum, WA

12d•$120,000 - $130,000•Onsite

About The Position

As the Director of Rooms at Suncadia, you will be the cornerstone of our guest experience, orchestrating a symphony of impeccable service and operational excellence. Through crafting the initial impression guests have at arrival with the Bell/Valet teams, to their check-in experience with front desk and concierge, and to their accommodations experience with housekeeping, your role is crucial in overseeing all aspects of room management. You will be the leader who inspires a team of dedicated professionals, driving innovation, and setting new benchmarks in upscale hospitality. This position offers the unique opportunity to make a significant impact, ensuring that every guest encounter is a memorable one.

Requirements

Minimum 5 years of experience in a similar hospitality rooms/operations role, including previous experience leading and mentoring management and director level staff
Well-rounded hospitality background with operational and/or leadership experience in Front Office, Guest Services, Housekeeping or related
Previous experience in a high-rated hotel/resort environment
Bachelor's Degree in Hospitality Management or a related field preferred
Proven ability to lead large, diverse teams of 70+
Budgeting experience, i.e. handling departmental budgets and financial performance
Proven ability to collaborate across teams/departments
Ability to think creatively and solve problems
Strong organizational skills and oral and written communication skills.
Proficiency in word processing/computer skills and systems (Windows, Word, Excel, Springer Miller)
Energetic self-starter with strong work ethic.
Ability to handle confidential information with discretion
Proven ability to meet and work with the public

Nice To Haves

Experience with Forbes Star and/or AAA Diamond ratings and training a plus

Responsibilities

Responsible for leading the Rooms division including Front Office, Bell/Valet, and Housekeeping.
Ensures all rooms leaders staffs according to business forecast, payroll budget guidelines, and productivity requirements.
Ensure daily pre-shift meetings are happening at all shift changeovers in accordance with hotel expectations. Assigns job responsibilities effectively to ensure productivity.
Maintain complete knowledge at all times of: All hotel features/services, hours of operation; All room types, numbers, layout, decor, appointments, and location; All room rates, special packages, and promotions; Daily house count and expected arrivals/departures; Room availability status for any given day; Scheduled in-house group activities, locations, and times; All hotel and departmental policies and procedures.
Communicates current information on rates, packages, and promotions to Front Office team.
Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration of VIPs/Planners.
Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
Anticipate low occupancy periods and coordinate blocking of rooms with housekeeping management to maximize labor costs, deep cleaning, and maintenance of rooms.
Provides innovative/creative thinking and strategies to effectively deliver world-class service and strives to increase the level of guest satisfaction.
Ensure timely guest responses and implementation of corrective actions to resolve issues regarding hotel services, amenities, and policies.
Resolve guest opportunities, ensuring guest’s complete satisfaction.
Monitor and track guest feedback and reviews in relation to the property's goals and provide feedback to leadership and support to department managers and their teams as appropriate.
Maintains correct procedures for hotel accounting, credit control, handling of financial transactions, and supply inventory.
Monitor and ensure that all cash handling procedures comply with accounting policies and standards.
Consistently delivers accurate forecasting projections for areas of responsibility and implement effective adjustments as required in staffing and other cost drivers to ensure profit integrity.
Monitors expenses and tracks actuals against budget.
Reviews daily labor reports and processed timely corrections as needed. Approves, prepares, and submits bi-weekly payroll for all assigned areas.
Manages organizational change productively by driving continuous improvement, building support for change, and adapting to change.
Ensures training checklists and new hire on-boarding materials are used consistently, are up to date and adhered to by all department heads in the rooms division.
Attends the monthly department meetings hosted by each Rooms leader. Hosts weekly 1:1 meeting with each Rooms department heads. Attends all other hotel meetings as assigned.
Observes employee performance and conducts regular evaluations to help improve guest service. Handles disciplinary problems timely, respectfully, and counsels team members in private settings.
Conducts ongoing training with existing team members both at line-up and in a formal setting.
Fosters and promotes a cooperative working climate, maximizing productivity and team member morale and engagement.
Leads the career development of self and others by attracting and retaining high performing talent, by encouraging and supporting career development, and driving continuous learning.
Ensures the property is operated safely and securely according to property and CoralTree standards.
Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.