Director of Rooms-MARRIOTT LI

Blue Sky Hospitality Solutions•Uniondale, NY

2d•Onsite

About The Position

The Director of Rooms will support the General Manager in overseeing the Rooms Division, including the Front Office and Housekeeping departments, with additional oversight of valet operations. This role is responsible for ensuring all departments achieve guest satisfaction targets, maintaining operational excellence, and meeting financial goals set by ownership. The Director of Rooms must ensure all metrics are met and operational excellence is maintained.

Requirements

Minimum 3-5 years of management experience, preferably in both Rooms.
Proficient with Pep system.
Computer literacy and financial management a must.
Able to handle cash and credit transactions.
Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
Command of the English language both written and verbal.
Regular attendance in conformance with the standards is essential.
Comply with attendance rules and be available to work on a regular basis.

Nice To Haves

Associates degree or higher degree preferred.

Responsibilities

Oversee the Rooms Division, including Front Office and Housekeeping departments, and valet operations.
Ensure all departments achieve guest satisfaction targets.
Maintain operational excellence and meet financial goals.
Foster a work environment where all team members can realize their full potential.
Show genuine concern for individual employees, treating them with tact, cooperation, helpfulness, and empathy.
Consistently work to improve the performance of subordinates and prepare them for future growth.
Ensure all team members receive extensive training and testing prior to being placed into a role.
Ensure each front desk agent experiences all areas of the hotel and completes a checklist acknowledging they tried all hotel services.
Ensure team members are aware of the local area.
Ensure all team members complete required brand training.
Ensure communication is key within the hotel.
Ensure team members own any issues and have a solid plan for following up with external and internal guests.
Ensure all Departments stay within forecasted numbers for departmental and labor expenses.
Flex expenses based on demand.
Control overtime.
Plan appropriate allocation of resources and assignments of staff using labor reports.
Ensure all scores pertaining to hotel operations are at or above the brand average.
Ensure scores are at or higher than the previous year’s scores if the hotel is running above the brand average.
Ensure all responses are followed up on within brand guidelines.
Maintain Triple AAA 4 Diamond rating and be familiar with the criteria.
Ensure passing of brand QA.
Ensure each team member is trained and Stay score is at or above brand expectations for all items pertaining to overall hotel operation.
Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc.).
Ensure everyone is trained on Emergency procedures, where to find the emergency manual, shut-off valves, and fire panel.
Ensure regular safety checks of the shuttle.
Lead all Rooms division managers to success on daily, weekly, monthly, and annual action plans related to the property strategic plan.
Ensure up-sell programs are implemented throughout the hotel.
Effectively deal with internal and external customers, including resolving conflicts and defusing anger.
Observe and detect signs of emergency situations.
Remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model.
Establish and maintain effective working relationships with associates and customers.
Act as Manager on Duty per schedule.
Make sound business decisions and take action quickly based on previous experience and good judgment.
Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are applied.
Implement company and franchise programs.
Prepare forecasts and reports and assist in the development of the rooms budget.
Plan, organize, facilitate, attend, and/or participate in various hotel and departmental meetings.
Ensure compliance with brand standard operating procedures and policies.
Track guest satisfaction surveys and maximize usage of the guest response tracking system.
Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
Ensure timely completion of performance appraisals.
Coordinate activities with other hotel departments to facilitate increased communication and guest satisfaction.
Resolve customer complaints and anticipate potential problems by monitoring complaints, operational issues, business flow, and associate performance.
Develop strong relations with the sales team to discuss and implement sales strategies to improve occupancy levels and revenues.
Perform any other job-related duties as assigned.