Director Rooms Division

Role Purpose

As Rooms
Division Director you’ll lead the front office and housekeeping
departments to ensure a memorable guest experience is delivered and departmental
revenue and profit goals are met - always following safety and compliance
requirements and local policies and procedures. 

Key
Accountabilities

People 

• Direct everyday
  activity, plan and assign work work ensuring you always have the right
  staffing numbers  
• Develop your team and improve their performance
  through coaching and feedback, and create performance and development goals
  for colleagues - recognise good performance  
• Train colleagues
  to make sure they hit hotel revenue goals to the standards we expect and
  have the tools they need to work effectively  
• Recommend
  or initiate any HR elated actions where needed  
• Drive a great
  working environment for teams to thrive - connect departments
  to create sense of one team  
• Interact with outside contacts:
  guests, vendors, and other contacts as needed  
• Develop
  and maintain great working relationships with key clients and outside contacts
  to increase revenue  

Financial 

• Oversee night
  audit function and preparation of daily financial reports.
   
• Prepare and submit statistical, performance, and forecast
  analyses and reports as required.  
• Maintain procedures
  for security of monies, credit and financial transactions, guest security,
  and inventory control 
• Use company systems and processes
  to maximise revenue. Develop plans to increase occupancy and ADR through
  walk-ins and upselling at the front desk  
• Hit all
  personal/team sales goals and maximise profitability  
• Help prepare
  the departmental budget and financial plans including the hotel marketing
  plan

Guest Experience

• Provide guests with information
  (example: loyalty programmes, area attractions, restaurants, facility
  information) to enhance their experience  
• Schedule
  conventions and/or business group activities at the hotel and coordinate
  with other hotel-level departments to facilitate services agreed upon by
  the sales office and prospective clients  
• Communicate
  to appropriate departments all pertinent information requirements and special
  needs for arriving VIP’s, large groups and other key guests
   
• Lead marketing efforts to up sell guests on hotel services,
  offerings, and amenities  
• Ensure front office staff provides
  guests with prompt service, professional attention and personal recognition
   
• Ensure guests are greeted upon arrival and make time to interact
  effectively with guests. Respond appropriately to guest complaints, solicit
  feedback and build relationships that drive continuous improvements in guest
  satisfaction.  
• Conduct routine inspections of the front office
  and public areas and take immediate actions to correct any deficiencies
   
• Ensure that guest satisfaction data is analysed and that plans
  are developed and implemented to achieve established goals
   
• Communicate to appropriate departments all pertinent information
  related to the expected arrival and departure of VIP’s and other key guests,
  or other special guest needs  

Responsible
Business 

• Work closely with key business leaders, officials,
  and representatives of local community groups within the city to ensure constant
  high-profile exposure for the hotel 
• Effectively communicate
  and market aspects of the hotel that are sustainable or “green” and use
  information to gain new business opportunities 
• Act as a central
  communications point during emergency/crisis situations; develop and maintain
  relationships with local fire, police, and emergency personnel.
   
• Develop awareness and reputation of the hotel and brand in
  the local community and promote team member involvement in community outreach
  efforts.  
• Work with advertising agencies, consulting firms,
  and vendors to maximise advertising investments and ensure ads represent
  brand identity 
• Raise the awareness and reputation of your hotel
  and the brand locally – occasionally acting as hotel representative for media
  related enquiries 
• Identify improvements to marketing activities
  and overall hotel sales performance and work with other departments
   
• Ad-hoc duties – unexpected moments when we have to pull
  together to get a task done  
• Regularly audit all financial
  transactions to ensure governmental regulations and data privacy requirements
  are met.  

• Perform other duties as assigned. May also serve
  as manager on duty.  

   

Salary: $129,120
- $161,400.

Accountability

This is the top
rooms division job in a large, luxury, resort, or major flagship hotel with
an extensive range of facilities and services, demanding competitive pressures,
and a large number of VIP and key guests. Directly and indirectly
supervises a large number of front office and housekeeping
employees

Key Skills &
Experiences

• Bachelor’s degree / higher education
  qualification / equivalent in Hotel Administration, Business Administration
   
• Four years of guest service/hotel experience with two years in
  a management capacity, or an equivalent combination of education and work
  experience 
• Must speak local language (s)  
• Other
  languages preferred