Director of Rooms

Bernardus Lodge and Spa • Carmel Valley, CA

12h • Onsite

About The Position

Oversees and coordinates daily operations of the rooms division, ensuring maximum guest and associate satisfaction in a gracious and professional manner. Maintains and upholds Forbes 4 Star and Michelin 2 Key service standards. Coordinates daily operations in partnership with peers in the F&B, Spa, and Engineering disciplines.

Requirements

• Previous Director of Rooms experience including in a luxury hotel.
• At least 10 years of leadership experience.
• At least 3 years as Director of Rooms or similar.
• Experience in negotiating with vendors like laundry, guest services provider and others.

Nice To Haves

• Spanish speaking is helpful but not required.

Responsibilities

• Direct and supervise all direct reports on a daily basis.
• Guarantee the quality of all products and services are consistent and at the highest levels.
• Impact the overall service of all customers of Bernardus Lodge & Spa and expand it to the next level.
• Manage the operation consistently utilizing established personnel, policies, standard operating procedures, and annual budget guidelines.
• Achieve all operating objectives as stated in the annual business plan regarding operational goals and financial results through daily direction and monitoring of managers.
• Oversee the daily operation of the resort as it relates to the operational departments.
• Maximize the profitability of the hotel through maximizing revenues, pursuing new sources of revenue, and operating more efficiently.
• Make financial determinations to support the long-term objective of providing quality service, products, and maintaining an exceptional physical plant.
• Interview all directors, managers, captains, supervisors, and all division hourly associates.
• Approve all evaluations and terminations within the divisions.
• Ensure that hiring and training standards are followed and executed by all directors, department heads, and supervisors.
• Ensure new hire orientation remains effective and standard operating manuals are utilized and followed.
• Monitor quality hires, focused training, and timely evaluations.
• Work closely with the Director of Human Resources to hold directors and their division managers accountable.
• Ensure that all accounting policies and procedures are followed consistently.
• Respond immediately to all problems, in conjunction with the Controller.
• Includes all planning and controls i.e., payroll, cash management, inventories, P.O. procedures, allowances and promo accounts.
• Support as needed within the operation of the security department.
• Facilitate clear communication at all times with hotel guests, hotel management, BLAS associates, and outside contractors.
• Respond as requested by the General Manager.
• Assist with all guest inquiries in an expeditious and professional manner within 48 hours.
• Perform daily routine and weekly documented walk-thrus of the entire property, focusing on cleanliness, service, associate presentation, and organization.
• Develop property-wide inspection form utilizing current documents.
• Oversee daily M.O.D. report, Engineering projects, and night manager responsibilities.
• Participate 100% as a member of the Executive Committee with the issues addressed.
• Be responsible for the execution of any special projects or tasks assigned by the General Manager.
• Supervise the entire operation as directed by the General Manager.
• Represent operations with directors at pre-con meetings, post-con meetings, M.O.D. meetings, and department head meetings.
• Escort guests to their room, offering a detailed orientation of their guest room, Lucia restaurant & room service, spa and housekeeping services, overall facilities of hotel, points of interest and entertainment attractions.
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations and offer assistance with resort needs.
• Receive and provide assistance with guest room reservations calls in a professional manner.
• Review day of arrivals noting special requests, location preferences, and the designated VIP status.
• Observe guest service staff to ensure that established procedures are followed, provide day-to-day guidance and oversight of subordinates; actively work to promote and recognize performance, identifying problem areas and taking corrective actions.
• Maintain complete knowledge at all times of hotel amenities, services and hours of operation; room types, room numbers, property layout and décor; room rates, special packages, promotions and restrictions; daily hotel occupancy and expected arrivals/departures; VIP’s in-house and arrivals; room availability status for any given day; scheduled daily group events and activities.
• Communicate pertinent guest information to designated departments or personnel for all special requests, amenity delivery, discrepancies, glitches, etc.
• Develop business relationships with local service providers: top restaurants, wineries, local and annual events, babysitters, florists, transportation providers, etc.
• Oversee all aspects of the hotel in the absence of the General Manager.
• Develop growth plans for direct reports.
• Embrace technology and ensure existing systems are used to their fullest potential.
• Evaluate operations to ensure maximum levels of efficiency for best possible margins and departmental profits.
• Work with peers to ensure attractive options for guests to drive their experience while with us and in Carmel Valley.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed