Director of Rooms

Morley Moss, Inc.•Minneapolis, MN

4d•$85,000 - $95,000•Onsite

About The Position

The Director of Rooms reports to the General Manager and is responsible for overseeing the Rooms Division, including Guest Services, Housekeeping, Security, and Valet departments. This role requires a diverse knowledge of Rooms Division operations, a willingness to engage in day-to-day operations, and the ability to balance and direct long-term hotel goals. The Director of Rooms will support and lead their teams to ensure innovative guest experiences, outstanding guest service, and the development of a dynamic team. This position requires a collaborative and humble leadership style, with no room for egos. The Director of Rooms will work closely with peers on the Executive Committee, managers, and associates, fostering trusting and transparent relationships. The role involves being present in the lobby and floors as much as in the office, embodying the company's principles of People, Place, and Character.

Requirements

Passion for the People, Place and Culture of our community.
A love for guest service is required.
An ability to demonstrate resiliency, optimism, creative thinking and composure under pressure.
A minimum of (5) five years experience in customer service management, ideally within an upscale, lifestyle or luxury hospitality product.
Adaptable interpersonal skills to communicate and address all associate levels of the hotel effectively.
Professional reading, writing and verbal proficiency in the English language.
Intermediate skills in Microsoft Excel, Word and PowerPoint to create spreadsheets, proposals and presentations.
Experience utilizing property management systems.
Ability to work varying schedules to reflect the business needs of the hotel is required.

Nice To Haves

Conversational Spanish is a plus, but not required.

Responsibilities

Uphold and model the company’s principles of People, Place and Character, ensuring that self and team model and drive collaboration, intuitive service and translocal hospitality.
Actively participate in the interviewing, hiring, training, scheduling, coaching, and motivating of Rooms Division associates to create an environment that nurtures ideas and develops future talent for succession planning.
Demonstrate a passion and aptitude for all aspects of a guest’s experience, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
Serve as the shepherd of all on-property experiences, fostering the ability to uncover the details that will add a memorable special touch for guests and associates.
Participate in and/or leads daily briefings, weekly Rooms leadership meetings and monthly departmental staff meetings to further develop ideas and objectives within the Rooms Division team.
Model an approachable, collaborative style where helpful feedback and strategic thinking is used to remedy any previously missed opportunities.
Work with Rooms Division managers to assign associates activities for the day.
Partner with Rooms Division managers to check in on their teams' accomplishments, ensuring standards are achieved and associates feel supported and motivated to meet and exceed guest needs.
Observe conditions of all physical facilities and equipment in the hotel operation, working in collaboration with Rooms Division management, Facilities management and any third-party vendors to establish detailed cleaning and preventative maintenance programs to ensure the appearance and life of all furniture, fixtures and equipment throughout the hotel is maximized.
Lead all matters related to the safety, security, satisfaction and well-being of hotel guests and associates, responding swiftly and effectively in any hotel emergency of safety situation.
Be fluent in operational metrics, KPI’s and P&L’s, demonstrating critical thinking skills by connecting with those with operational observations.
Provide coaching and corrective action that targets root causes of issues and the highest priorities in the Rooms Division operation.
Participate in all Executive Committee meetings to provide thoughtful and insightful suggestions and feedback in order to give a voice to the Rooms Division at the highest leadership level.
Work directly with outside contracted companies to ensure quality and timeliness of work, developing long term partnerships.
Champion Aparium divisional and hotel wide initiatives and best practices by ensuring time is taken to effectively communicate and/or train on the purpose of each initiative.
Communicate regularly with the General Manager to provide updates and align on priorities, discussing plans and making requests for any additional resources to support the operations.
Any additional tasks and responsibilities as requested by the General Manager in support of a successful operation.