Director of Rooms

Central Station•Memphis, AL

About The Position

The Director of Rooms oversees and manages the Front Office and Housekeeping Departments, working with other department heads to manage day-to-day rooms operations according to Indigo Road standards. The role is directly responsible for guest satisfaction and continuous improvement within each department and across the hotel. The Director assesses operational needs, plans proactively for exceptional guest service, reviews operational excellence requirements with department heads, and implements and evaluates programs for continued success. The position is also a member of the Hotel Management Team and participates in total hotel management activities.

Requirements

Advanced knowledge of hospitality and business management, especially Housekeeping and Front Desk.
Considerable working knowledge of other hotel areas and the ability to integrate and communicate information.
Ability to study, analyze, and interpret complex activities or information to improve practices or develop new approaches.
Ability to make decisions with general policies and procedures as guidance and keep the General Manager informed of general direction.
Highly developed communication skills for leading team members and supporting guest satisfaction.
Excellent spoken and written communication skills for communicating with managers, guests, and team members.
Excellent organization and project skills.
Literacy skills necessary to prepare and understand reports, policies, and procedures.
Attention to detail and ability to visually inspect the hotel.
Mobility to walk through the front and back of the hotel.
Four-year college degree or equivalent education or experience.
Two to three years of employment in a similar position.
Brand experience with Hilton, IHG, and/or Marriott.
Ability to work an average of 55 hours per week and stand and walk 90% of the time.
Ability to occasionally stoop, kneel, crawl, push, pull, lift, or carry up to 40 pounds, and ascend or descend ladders, stairs, and ramps.
Ability to constantly receive detailed information through oral and written communication and to communicate ideas verbally in English.

Nice To Haves

Fluency in both English and Spanish is highly desirable.

Responsibilities

Direct hotel actions to improve team member satisfaction, cleanliness, service levels, and profitability.
Ensure implementation and compliance with Indigo Road policies and procedures and brand standards.
Lead team members, managers, and supervisors to meet or exceed team member satisfaction, guest service, financial, and quality goals.
Speak with guests and respond to service challenges.
Provide leadership and assistance relating to the annual budget, including expenses for rooms and property operations and maintenance.
Direct preparation of reports for the annual hotel budget and business planning process.
Plan, organize, chair, and participate in hotel meetings, including staff and leaders, management, departmental, and focus group meetings.
Analyze department structure for operational effectiveness.
Develop the skills and abilities of direct reports.
Assist the General Manager in monitoring high-potential team members and supporting their growth as company leaders.
Lead the property operations team.
Participate in and maintain active community relations.
Participate in corporate activities and meetings as requested.
Collaborate with departments to plan and implement team member events.
Conduct hotel inspections with relevant team members.
Prepare follow-up for special projects as necessary.