Director of Rooms

Estancia La Jolla, A Noble House Hotel • San Diego, CA

10d

About The Position

The Director of Rooms is responsible for oversight of the whole Rooms Operations, Front Desk, Housekeeping, and Security, ensuring the delivery of quality service as defined by Noble House Hotels & Resorts. The Director of Rooms will inspire associates to exceed expectations for Guest Services, Front Office, Housekeeping, and Security. Overall responsibilities include room type management, training & development, team member relations, and day-to-day supervision in partnership with Front Office, Housekeeping, and Security Leadership.

Requirements

• Five (5) or more years of experience in a rooms operational position
• Previous management experience required
• High level of computer literacy
• Requires the ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provide a high level of service.
• Must have excellent customer service/communication skills to work with guests and provide a high level of guest satisfaction.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Ability to work on AM, PM, weekend, and holiday shifts as required by operational needs.
• Ability to stand and walk for long periods of time

Nice To Haves

• Experience within a hotel/resort environment

Responsibilities

• Ensure the delivery of quality service as defined by Noble House Hotels & Resorts.
• Inspire associates to exceed expectations for Guest Services, Front Office, Housekeeping, and Security.
• Room type management
• Training & development
• Team member relations
• Day-to-day supervision in partnership with Front Office, Housekeeping, and Security Leadership.
• Respond to all guest requests, problems, complaints, and/or accidents arising in person or through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline all Rooms Division personnel according to hotel standards.
• Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures. Actively support Human Resources with recruiting efforts. Ensure that all managers comply with the standards in their interviewing and hiring procedures.
• Develop and support team member morale and ensure training of the Rooms Division department.
• Maintain a professional working relationship and promote open lines of communication with managers, team members, and other departments.
• Monitor and ensure sign-off of all service standards and training for the rooms division team members.
• Monitor oversold dates to ensure the maximization of room revenue.
• Tour rooms, operating departments daily, greeting employees, and soliciting feedback.
• Maximize room revenue and occupancy by reviewing the status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor the selling status of the house daily, i.e., flash report, allowances, etc.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Continuously monitor inventory levels and adjust ordering to maintain appropriate par levels across all items needed.
• Conduct weekly Rooms Division meeting, including a monthly financial review.
• Monitor labor expenses through the schedule approval process and ensure budgeted productivity.
• Prepare department heads for succession through the development of their need areas.
• Prepare the Rooms Division annual budget.
• Operate all aspects of the Front Office operating systems, including software maintenance, report generation and analysis, and simple programming.
• Assist in the preparation of revenue and occupancy forecasting.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Ensure overall guest satisfaction.

Benefits

• Competitive pay
• Health insurance benefits
• Team Member and Family & Friends hotel and restaurant discounts within the Noble House Hotel & Resorts family
• Matching 401k (After 1 year)
• On-Demand Pay (Earned wage access before payday!)
• PTO
• Complementary Parking
• Meals

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees