Director of Rooms

Loews•Miami Beach, FL

About The Position

A beloved hotel with an enviable oceanfront location is now even better, following a $50 million renovation. Our newly redesigned Loews Miami Beach Hotel includes all-new touchpoints throughout the property. Welcome to a South Beach Icon, Reimagined. Responsible for overseeing the provision of world-class front office service to hotel guests. Oversees the Front Office Manager and collaborates with him/her on directing the Front Desk, Star Service, Guest Service and Valet operations. Ensures prompt and complete satisfaction of guest requests in a professional and timely resolution of guest complaints are taking place. This role is also responsible for overall management of the Housekeeping Department. Works with the Director of Operations on ensuring that all Loews and hotel programs in the Front office and Housekeeping are up to set standards.

Requirements

Extensive knowledge of all hotel departments (F.O. & Housekeeping especially)
Excellent communication skills - oral and written
Excellent guest service skills
Knowledge of computer programs utilized in property management
Able to work a flexible schedule, including weekends and holidays
Bachelor Degree in Hospitality Management or related field, or equivalent experience.
Minimum six years in hotel operations management experience as a Division Head

Responsibilities

Works with Front Desk, Star Service, VIP, Guest Service and Valet leadership to ensure highest level of service, efficient operations and compliance with all Loews Standards
Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments.
Monitors, reconciles and communicates accurate occupancy information to all hotel departments
Supervises all Front Office Manager, Assistant Front Office Managers, Guest Service Manager, VIP Manager, Star Service Manager and Valet Account Manager - and offers guidance and support to entire supervisory and line team
Assist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately
Monitors Service scores and praises or holds department managers accountable for performance
Monitors and manages labor in all areas
Works closely with Valet Account Manager and District Manager to ensure operations are meeting Loews expectations
Mentors and develops Managers and helps them identify career paths
Works closely with other department heads for any needs in any of the Front Office and Housekeeping areas
Monitors and ensures adherence to all Loews Hotels Star Service Standards
Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, Hot SOS and PMS interface control
Works with Reservation Manager, and Revenue Manager to determine daily room rates based on occupancy and revenue goals
Ensures all daily tasks at the F.O. are being completed and assisting if necessary
Oversees training of all Front Office and Housekeeping
Evaluates individual Director/Manager performance, determining improvement and training needs and advancement requirements
Develops departmental incentive and staff motivation programs
Coordinates hotel participation in Loews First and other corporate Marketing programs
Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction
Ensures accurate department attendance records and Star Service Recaps are maintained
Sets goals for Front Office and Housekeeping Department Managers
Ensures each department operates with sufficient inventories of needed supplies
Works with Conference Managers, and Sales Managers to satisfy all special group requests
Ensures the provision of all appropriate information and collateral materials to package guests
Ensures accurate communication of information to guest regarding all hotel facilities and operating hours
Attends and participates in departmental meetings for all Front Office Areas
Ability to make decisions on imperfect information
Oversees all departmental; budgets, forecasts and schedules
Keeps the Director of Operations appraised of all significant happenings in both the Front Office and Housekeeping
Attends all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintain communication with other departments within the hotel
Holds weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental TM's
Other duties as assigned
Promotes and applies teamwork skill at all times
Notifies appropriate individual promptly and fully of all problems and/or unusual matters of significance
Is polite, friendly, and helpful to all guests, management and fellow employees
Maintains cleanliness and excellent condition of equipment and work area
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Complies with hotel standards, policies and rules
Recycles whenever possible
Remains current with hotel information and changes
Complies with hotel uniform and grooming standards