Director of Rooms - EC
About The Position
The Director of Rooms is responsible for the management and day-to-day effective operations for guest reception, guest services, concierge, reservations, and housekeeping. This includes profitable financial management, effective leadership, excellent customer service skills, telephone etiquette, and supervision of department requirements and standards. The Director of Rooms is accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service throughout their stay. The Director of Rooms is also responsible for communicating and developing department managers to ensure all developed standards are met consistently. This position requires previous experience and knowledge of hotel operations, along with the ability to be a team player. The role often involves working outside the scope of normal duties and frequently interacting with guests, requiring the ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction. The Director of Rooms will be required to learn the hotel's life-safety systems and be prepared at all times for emergency situations. This is a salaried manager position, with schedules and number of hours worked dependent on hotel business levels. All positions may perform additional duties as assigned based on business needs that may be outside the scope of normal duties. The ideal candidate will have proven results handling guest services and will be capable of problem-solving quickly. This person must be exceedingly well organized, flexible, and enjoy the challenges of supporting an extensive operation. The ability to interact with Associates and guests alike, in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism, is crucial to this role. Expert level of written and verbal communication skills, strong decision-making ability, and attention to detail are equally important.
Requirements
- Previous experience and knowledge of hotel operations is required.
- Ability to be a team player.
- Ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction.
- Required to learn the hotel's life-safety systems and be prepared at all times for emergency situations.
- Proven results handling guest services.
- Capable of problem solving quickly.
- Exceedingly well organized.
- Flexible.
- Ability to interact with Associates and guests alike, in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism.
- Expert level of written and verbal communication skills.
- Strong decision making ability.
- Attention to detail.
- College degree preferred.
- 5 to 10 years leadership experience in a luxury hotel.
- Excellent driving record.
- Exceptional guest recovery skills.
- Enjoy interacting with people in a fast paced environment.
- Excellent organizational and time management skills.
- Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook.
- Must possess a positive attitude.
- Must be willing to participate in a learning environment.
- Must integrate company values throughout all interactions.
- Must be able to quickly adapt to effectively using new software products.
- Must be dependable and available to work within the hotel on weekends, nights and/or holidays based on business demands.
Nice To Haves
- Ability to work in the following systems: OPERA, LMS, TIMESAVER, ADP, HRM, BIRCHSTREET & HOTSOS.
Responsibilities
- Assist room division managers with the recruitment, training and development of all associates.
- Exercise coaching and counseling within Pendry’s set policies.
- Ensure all Human Resource standards and procedures are met on a daily basis.
- Oversee departmental matters as they relate to federal, state and local employment, labor and civil rights laws.
- Interact frequently and positively with guests.
- Resolve problems/issues to the satisfaction of involved parties.
- Maintain constant communication with management and other departments to ensure guest service needs are met on a daily basis.
- Regularly move throughout the departments to visually monitor all elements (lighting, music, temperature), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness and take steps to ensure hotel quality and presentations are met at all times.
- Maintain/review profitability measures of departments with General Manager, while supporting overall hotel operations.
- Control payroll and equipment costs (minimizing loss).
- Ensure operational pars and back stock levels are maintained by calculating quarterly OSE inventory.
- Develop and implement cost saving and profit enhancing measures throughout the departments.
- Review daily revenues and labor reports and compare to monthly forecast/budgets.
- Review monthly P&L’s with the General Manager and Department Managers and assist with monthly forecasting.
Benefits
- Opportunities for career growth are bountiful.
- Training programs are open to those seeking advancement.
- We encourage all of our associates to continuously learn and grow.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
