Director of Rooms (Shipboard, 2nd Rotation)

Four Seasons Hotels and Resorts•Miami, FL

5d•Onsite

About The Position

The primary responsibilities of the Shipboard Director of Rooms is to direct and oversee the activities of the Guest Services, & Rooms Departments, including Spa, KFAS, Housekeeping, Front Office, Retail. In conjunction with the Hotel's leadership team and Yacht General Manager, collectively makes key strategic and operational decisions. Directly supervises the HODs and ensures thorough communications and follow-up on any problems, guest or crew requests or special requirements. Assures standards are met, guests and crew are satisfied, and problems are promptly resolved Works closely with the shoreside Sales & Marketing teams to enhance occupancy levels and rates and assist in preparing business forecasts Routinely inspects all areas in the housekeeping department. Resolves customers complaints for all areas of hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Resolve complaints in person, by phone or through written communication. Develops relationship with return guests, group contacts and their guests in order to provide a personalized level of service. Assures that financial goals of the division and the Yacht are being met. Monitors and controls labor expense and other divisional expenses such as supplies and equipment. In collaboration with the Yacht GM, maintains annual budget for the division. Maintains close relationship with retail vendors and concessions. Assures that FSY Service and Culture standards are being met. Leads in a way that supports FSY Mission and Philosophy. Supports and creates programs and initiatives that encourage employee development, training and career growth within the Rooms division.

Requirements

Minimum of 5-7 years of related experience with diversity of Operation management positions in luxury hotels and/or onboard cruise lines as Chief Purser or Director of Operations onboard.
Great knowledge about Rooms, & Guest Experience procedures and service standards.
Familiar with principles of hospitality management and all departments’ specifics.
Fluent in written and spoken English and in additional language(s).
Strong verbal and written communication skills, capable of effective interaction with guests, crew and external contacts.
Knowledge of general office practices, procedures and equipment.
Knowledge of business operations, including budgeting, forecasting, revenue management and financial reporting.
Ability to prioritize tasks and work independently.
Able to prioritize and adapt to the changing needs of the operation, can evidence having a solid work ethic, good business acumen and a passion for service.
Strong leadership, organizational, interpersonal and communication skills.
Exceptional skills in managing guest experiences, handling complaints and ensuring guest satisfaction.
Adherence to specific scheduled working hours yet being flexible to operational requirements.
Ability to interact professional in an international team.
Capable to perform assigned duties under pressure (time constraints) and in a constant changing environment.
Ability to adapt to changing situations, guest needs and industry trends often with a proactive approach to innovation and improvement.
Proficiency in identifying problems, analyzing potential solutions and making decisive effective decisions.
Aptitude for managing multiple tasks and priorities, scheduling and ensuring smooth operations across different departments.
Required computer skills
Proficient in MS Office (PowerPoint, Word, Excel and Outlook)
Proficiency in hotel management software systems

Nice To Haves

Previous Cruise Ship Experience in the luxury segment as Chief Purser, Director of Operations, Associate Hotel Manager

Responsibilities

Direct and oversee the activities of the Guest Services, & Rooms Departments, including Spa, KFAS, Housekeeping, Front Office, Retail.
In conjunction with the Hotel's leadership team and Yacht General Manager, collectively makes key strategic and operational decisions.
Directly supervises the HODs and ensures thorough communications and follow-up on any problems, guest or crew requests or special requirements.
Assures standards are met, guests and crew are satisfied, and problems are promptly resolved.
Works closely with the shoreside Sales & Marketing teams to enhance occupancy levels and rates and assist in preparing business forecasts.
Routinely inspects all areas in the housekeeping department.
Resolves customers complaints for all areas of hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
Resolve complaints in person, by phone or through written communication.
Develops relationship with return guests, group contacts and their guests in order to provide a personalized level of service.
Assures that financial goals of the division and the Yacht are being met.
Monitors and controls labor expense and other divisional expenses such as supplies and equipment.
In collaboration with the Yacht GM, maintains annual budget for the division.
Maintains close relationship with retail vendors and concessions.
Assures that FSY Service and Culture standards are being met.
Leads in a way that supports FSY Mission and Philosophy.
Supports and creates programs and initiatives that encourage employee development, training and career growth within the Rooms division.