AsstDir-Rooms

JOB SUMMARY

Assists in successfully planning, developing, implementing, and evaluating
of the quality of property’s rooms. The position ensures Rooms Operations meet
the brand’s standards and targets customer needs. Strives to continually improve
guest and employee satisfaction and maximize the financial performance of
the department. Ensures that standards and procedures are being followed.
Assists in leading specific team while meeting or exceeding property goals.

CANDIDATE PROFILE

Education and Experience

• High school diploma
or GED; 4 years experience in guest services, front desk, housekeeping,
or related professional area.

OR

• 2-year degree from
an accredited university in Hotel and Restaurant Management, Hospitality,
Business Administration, or related major; 2 years experience in guest services,
front desk, housekeeping, or related professional area.

CORE WORK ACTIVITIES

Supporting
the Leading of Rooms Team

• Champions the brand’s service vision
for product and service delivery.

• Monitors and promotes room rates,
specials, and promotions at the residence.

• Runs and reviews critical
information contained in room operations reports.

• Understands
the functions of the Front Office, Engineering/Maintenance and Housekeeping
operations.

• Temporarily supervises all areas of the Room Operations
department in the absence of the Room Operations management.

• Operates
all department equipment as necessary and reporting malfunctions.

•
Ensures employees have the proper supplies and uniforms.

• Understands
and complies with loss prevention policies and procedures.

Contributing Information to Support Managing to Budget

• Verifies accuracy of room rates to maximize revenue opportunities.

•
Uses budgets, operating statements and payroll progress reports as needed
to assist in the management of the Room Operations.

• Participates in
the management of departmental controllable expenses to achieve or exceed
budgeted goals.

• Understands the impact of Room Operations on
the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Participates
as needed in the investigation of employee and guest accidents.

• Assists
in the use of a guest information tracking system to ensure that a successful
repeat guest recognition program is in use to recognize guest preferences.

• Sets a positive example for guest relations.

• Interacts with guests
to obtain feedback on product quality and service levels; effectively responds
to and handles guest problems and complaints seeking assistance from supervisor
as necessary.

• Assists in the review of comment cards and guest
satisfaction results with employees.

• Observes service behaviors
of employees and providing feedback to individuals; continuously strives
to improve service performance.

• Delivers excellent customer service
throughout the customer experience and encourages the same from other
employees.

• Empowers employees to provide excellent customer service
within guidelines.

• Creates an atmosphere in all Rooms areas that meets
or exceeds guest expectations.

• Responds to and handles guest problems
and complaints.

• Uses personal judgment and expertise to enhance
the customer experience.

• Interacts with guests to obtain feedback
on product quality and service levels.

Managing
and Conducting Human Resources Activities

• Participates
in department meetings and continually communicates a clear and consistent
message regarding the Room Operations goals to produce desired results.

•
Supervises staffing levels to ensure that guest service, operational needs
and financial objectives are met.

• Uses all available on the job
training tools for employees; supervises on-going training initiatives
and conducting training when appropriate.

• Communicates performance
expectations to employees in accordance with job descriptions for each
position.

• Participates in the employee performance appraisal
process.

• Coaches, counsels and encourages employees.

•
Interviews and assists in making hiring decisions.

• Participates
in employee progressive disciplinary procedures as required.

• Schedules
employees to business demands and for tracks employee time and attendance.

• Assists in performing the payroll function.

• Oversees daily shift
operations and ensures compliance with all policies, standards
and procedures.

• Drives positive employee engagement by conducting
the department feedback sessions and creating action plans to address open
concerns.