Director of Rooms

Four Seasons•Houston, TX

About The Position

The Director of Rooms oversees the Rooms Division (Front Desk and Housekeeping) . The Director of Rooms ensures that standards are met, guests and employees are satisfied, and problems are promptly resolve d, takes action that maximizes the profit of the division and en sure s adherence to the hotel’s standards, policies and procedures. The Director of Rooms has strong leadership, interpersonal, and analytical skills, can prioritize and adapt to the operation's changing needs, a solid work ethic, good business acumen, and a passion for service.

Requirements

Five to seven years of experience in luxury hotel/resort operations management positions.
Excellent knowledge of all aspects of Rooms Division Operations.
Strong leadership and interpersonal skills .
Excellent guest service and problem-resolution skills.
Flexibility to meet the demands of a 24-hour operation.
Strong organizational skills, ability to operate computer equipment, and excellent Excel and Computer Skills .
Solid interpersonal and relationship-building skills to work with cross-functional teams.
Apply an ethical approach to influence the outcome of situations and serve as a role model for others by demonstrating appropriate business conduct and ethical principles.
Excellent personal presentation and interpersonal skills.
Ability to multi-task in a high-volume and demanding environment.

Responsibilities

Directly supervises the Department Heads within Front Office and Housekeeping.
Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements , and hotel initiatives.
Interviews and trains the staff.
Conducts Performance Evaluations and disciplines staff when needed.
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
Will resolve complaints in person, by phone, or through written messages.
Develops relationships with return guests, group contacts, and other guests to provide personalized service.
Assures that the financial goals of the division and the hotel are being met.
Monitors and controls labor and other divisional expenses such as supplies and equipment.
Works closely with Reservations, Sales, and the Front Office to maximize rate, occupancy, and total revenue.
Assists in preparing business forecasts.
Prepares Annual Budget for the division.
Review and monitor staff schedules in all Rooms Division departments.
Monitors their activities to ensure standards are met, staff is supported, and guest needs are met.
Routinely inspects all areas of responsibility in the Rooms Division.
Maintains close relationships with retail tenants and concessions to meet revenue and expense targets.
Makes suggestions to improve revenue, reduce costs , and increase guest satisfaction.
Assures that Four Seasons Service and Culture standards are being met.
Manages in a way that supports Four Seasons’ Mission and Philosophy.
Supports and creates programs and initiatives that encourage employee development, training, and career growth within the Rooms Division.
Plays an active role in the Planning Committee.
Engaged along with other Planning Committee members in long-range planning for the hotel.
Takes action in all hotel guests' and employees' safety, security, satisfaction, and well-being matters.
Responds swiftly and effectively in any hotel emergency or safety situation.