Rooms Director

The Watergate Hotel•Washington, DC

12h•Onsite

About The Position

The Watergate Hotel is a luxurious urban resort located along the banks of the Potomac River, where modern design blends with a storied past to redefine luxury. This position provides guidance and leadership to the Rooms Division, ensuring consistent compliance with hotel policies, quality guest service, and maximizing departmental profits. The role indirectly offers supervision for the entire hotel and involves making policies and developing plans for carrying out work programs.

Requirements

Ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Ability to communicate well with guests.
Willingness to “pitch-in” and help co-workers with their job duties and be a team player.
Requires the exercise of considerable managerial skill as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organization development and coordination of large scale work projects.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Complex mathematical skills and considerable skill in the use of a calculator to prepare complex mathematical calculations without error, i.e. budgets, forecasting.
Ability to be mobile for significant distances between and within buildings on the property.
Ability to observe performance and detect signs of emergency situations and respond with proper action.

Responsibilities

Implement and manage the hotel’s daily quality process, including goal communication, associate improvement, compliant with 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 the most 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, especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps or problem resolution by 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, Guest Services, and Spa.
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.
Plan, organize, chair, attend, and/or participate in various hotel meetings such as Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, and Quality Teams Meetings.
Comply with attendance rules and be available to work on a regular basis.
Perform any other job-related duties as assigned.