Director of Rooms

Horseshoe Bay Resort•Houston, TX

About The Position

The Director of Rooms is responsible for implementing and managing the hotel's daily quality process, including goal communication, associate improvement, compliance with Crescent standards, service recovery, and problem resolution. This role involves disseminating feedback from guest surveys and service failure measurements to coach staff. The Director of Rooms will also oversee interviewing, hiring, training, performance evaluations, problem-solving, and disciplinary actions for department staff. They will communicate clear directions verbally and in writing, assign tasks to department managers, monitor performance, and adjust staffing based on occupancy. Additionally, this role supervises budgeting, forecasting, training, motivation, and staffing for various Rooms Division departments including Telephone, Housekeeping Services, Front Office, Laundry, Concierge, and Guest Services. The Director of Rooms prepares expense forecasts and reviews actual results, analyzes security logs, and coordinates policy enforcement and service improvements with department heads. They work closely with the General Manager to establish and monitor operational policies for profitability and consistency, and resolve operational issues. The role also involves planning, organizing, and participating in various hotel meetings. The Director of Rooms must comply with attendance rules, be available to work regularly, and perform other assigned duties.

Requirements

Clear verbal and written communication skills.
Ability to interview, hire, train, and manage staff.
Problem-solving and conflict resolution skills.
Budgeting and forecasting experience.
Understanding of hotel operations and standards.
Ability to work under pressure and during emergency situations.
Compliance with attendance rules and availability to work regularly.

Responsibilities

Implement and manage the hotel’s daily quality process, including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery, and problem resolution.
Disseminate feedback from comment cards, guest satisfaction, and service failure measurements and coach accordingly.
Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
Communicate both verbally and in writing to provide clear direction to staff.
Assign and instruct Rooms Division Department Managers in details of work, observe performance, and encourage improvement.
Monitor hotel occupancy and make staffing adjustments accordingly.
Supervise and review cost and inventory controls.
Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results.
Prepare written correspondence to guests.
Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Remain calm and alert during emergency situations and heavy hotel activity.
Plan and implement detailed steps or problem resolution using experienced judgment and discretion.
Supervise the budgeting, forecasting, training, motivating, and staffing of the Rooms Department including: Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.
Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses.
Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency.
Solve problems of detail that come up in the course of the work.
Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job related duties as assigned.