Dir-Rooms-A

JOB SUMMARY

Functions as the strategic business leader of the property's Rooms
department. Responsible for planning, developing, implementing and evaluating
the quality of property’s rooms. Position works with direct reports to develop
and implement departmental strategies and ensures implementation of the brand
service strategy and brand initiatives. The position ensures Rooms operations
meet the brand’s standards, targets customer needs, ensures employee
satisfaction, focuses on growing revenues and maximizes the financial
performance of the department. Develops and implements property-wide strategies
that deliver products and services to meet or exceed the needs and expectations
of the brand’s target customer and employees and provides a return on investment
to the owner and company.

CANDIDATE PROFILE

Education and Experience

• 2-year
degree from an accredited university in Business Administration, Hotel
and Restaurant Management, or related major; 4 years experience in the guest
services, front desk, housekeeping, sales and marketing, management operations,
or related professional area.

OR

• 4-year
bachelor's degree in Business Administration, Hotel and Restaurant Management,
or related major; 2 years experience in the guest services, front desk,
housekeeping, sales and marketing, management operations, or related
professional area.

CORE WORK ACTIVITIES

Leading Rooms Team

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

• Communicates a clear
and consistent message regarding departmental goals to produce desired
results.

• Makes and executes the necessary decisions to keep property
moving forward toward achievement of goals.

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

Managing Profitability

• Analyzes service issues
and identifies trends.

• Works with Rooms team to develop an operational
strategy that is aligned with the brand’s business strategy and leads its
execution.

• Reviews and audits expenses.

Managing Revenue Goals

• Monitors Rooms operations
sales performance against budget.

• Reviews reports and financial
statements to determine Rooms operations performance against budget.

•
Coaches and supports operations team to effectively manage occupancy and rate,
wages and controllable expenses.

• Compares budgeted wages to actual
wages, coaching direct reports to address problem areas and holding team
accountable for results.

Ensuring and Providing
Exceptional Customer Service

• Demonstrates and communicates
key drivers of guest satisfaction for the brand’s target customer.

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

• Reviews guest feedback
with leadership team and ensures appropriate corrective action is taken.

• Coordinates and communicates event details both verbally and in writing
to the customer and property operations.

• 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.

• Stays available
to solve problems and/or suggest alternatives to previous arrangements.

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

• Stays visible and interfaces with customers on a regular basis
to obtain feedback on quality of product, service levels and overall
satisfaction.

• Works to continually improve customer service
by integrating obtained feedback and personal judgment into action plans.

• Emphasizes guest satisfaction during all departmental meetings and focuses
on continuous improvement.

• Ensures that employees understand
expectations and parameters for Room duties.

• Facilitates
the development of creative solutions to overcome obstacles and ensures
implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities

• Interviews and hires employees.

• Ensures employees are treated
fairly and equitably.

• Ensures that regular, ongoing communication
is happening in Rooms (e.g., pre-shift briefings, staff meetings).

•
Fosters employee commitment to providing excellent service, participates
in daily stand-up meetings and models desired service behaviors in all
interactions with guests and employees.

• Incorporates guest satisfaction
as a component of staff/operations meetings with an emphasis on generating
innovative ways to continually improve results.

• Sets goals
and expectations for direct reports using the performance review process
and holds staff accountable for successful performance.

• Solicits
employee feedback, utilizes an “open door policy” and reviews employee
satisfaction results to identify and address employee problems or concerns.

• Ensures property policies are administered fairly and consistently,
disciplinary procedures and documentation are completed according to Standard
and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review
Process.

• Conducts annual performance appraisal with direct reports
according to Standard Operating Procedures.

• Champions change, ensures
brand and regional business initiatives are implemented and communicates
follow-up actions to team as necessary.

• Identifies talents of direct
reports and their teams, and assists with their growth and development plans.