Director of Rooms
Mandarin Oriental New York
is looking for a Director of Rooms to join our hotel and lead our Rooms Division
team.
Are you a master of craft? Do you thrive in a team
that succeeds together, demonstrating integrity and respect while acting
responsibly? Do you embrace a growth mindset? We invite you to become a fan
of the exceptional.
Mandarin Oriental Hotel Group is
the award-winning owner and operator of some of the most luxurious hotels,
resorts and residences located in prime destinations around the world, with
a strong development pipeline. Increasingly recognized for creating some of
the world’s most sought-after properties, the Group provides legendary service
inspired by Asian heritage whilst representing the very cutting-edge of luxury
experiences.
A stunning fusion of modern design with stylish
oriental flair,
target="_blank">Mandarin Oriental, New York features
href="http://www.mandarinoriental.com/newyork/accommodation/"
target="_blank">244 elegant guestrooms and suites — all with breath-taking
views of Manhattan and Five-Star hospitality.
Luxurious amenities include MO Lounge, all-day dining overlooking Central Park
and the Manhattan skyline; a 14,500 square-foot
href="http://www.mandarinoriental.com/newyork/luxury-spa/"
target="_blank">Five-Star Mandarin
href="http://www.mandarinoriental.com/newyork/luxury-spa/"
target="_blank">Oriental Spa; and a state-of-the-art fitness center with
a 75-foot lap pool.
In addition, there is premium meeting and event space, including a
href="http://www.mandarinoriental.com/newyork/hotel-venues/meeting-facilities/"
target="_blank">6,000 square-foot pillar-less ballroom with three walls
of windows overlooking Central Park.
About
the job
Based in the Rooms Department in New York City, the Director
of Rooms is responsible for, but not limited to, overseeing the overall
day-to-day operation, planning, and long-term outlook of the entire Rooms
Division and related departments. The Director of Rooms is responsible
for ensuring the smooth operation of guest services, front office, valet
services, concierge, housekeeping, laundry, guest relations, and reservations
in an attentive, friendly, efficient, and courteous manner. The Director
of Rooms is also overall responsible for providing all guests with quality
service while maximizing room revenue and productivity and developing managers
and employees.
The Director of Rooms reports to the Hotel Manager.
The Director of Rooms will oversee the Director of Front Office Operations
and Director of Housekeeping, Director of Guest Relations, Chief Concierge,
and Reservations Manager.
As Director of Rooms you
will responsible for the following duties:
- Support company's
philosophy and company’s culture using Pillars of Legendary Quality Experiences
daily to ensure Guest Satisfaction and the achievement of our Mission
Statement - Support company's philosophy and company’s culture using
Departmental Legendary Quality Experiences daily to ensure Guest Satisfaction
and the achievement of our Mission Statement - Ensuring total compliance
and communication with relevant departments on corporate driven initiatives
and goals. - Prioritize guidance and inspiration on property specific
initiatives, projects, and goals by effectively communicating and monitoring
progress with the prospective department. - Provide leadership, support,
and prioritize developmental progression of management and line level
colleagues. - Provide coaching and counselling when needed to all Rooms
Division Managers - Ensures FOH and BOH (Housekeeping, Laundry/Valet)
Managers are performing their job tasks to the appropriate level
of service. - Responsible for planning, monitoring, and meeting all
financial and qualitative objectives for the Rooms Division. - Actively
involved in the capital expense planning of the Rooms Division. - Work
with the Director of Finance to ensure that all monthly expenses, including
payroll are accurate and reported timely for month end. - Attend all
weekly EXCO meetings. - Interviewing, hiring, and terminating FOH and BOH
Rooms Division Colleagues. - Preparing and administering annual colleague
reviews and evaluations for direct reports and making sure that Rooms Division
reviews are completed on time. - Work with L&D to ensure
that departmental training standards/expectations are in place for all Rooms
Division departments. - Assemble weekly schedules for managerial
colleagues to ensure that departments are properly covered based on forecasted
business volumes. - Must respond as the Hotel Duty Manager with security
for any “emergency” situation including but not limited to:
- Fire Alarm
- Employee injury
- Guest injury
- Employee
conflict with another employee - Employee conflict with a guest
- Guest conflict with another guest
- Intoxicated/rowdy guests
or colleagues. - Any business continuity plan scenario as per MOHG
guidelines- Additional duties include but are not limited to:
- Assist FOH and BOH operational departments (Front Office,
Guest Relations, Housekeeping, Laundry) areas when needed. - Act as
a “Manager on Duty” for any department needing assistance. - Communicate
all guest concerns to the appropriate department for follow-up. - Ensure
proper handling of all guest complaints are expeditiously completed with
a resolution. - Communicate all guest concerns to the appropriate
department for follow-up. - Monitor and have knowledge of the rooms
inventory and available rooms for arrivals and walk-in guests. - Ensure
guest profile information is acted upon proactively to ensure the guest
is thoroughly delighted. - Monitor the condition and cleanliness of
the public spaces and accommodations of the hotel.
The
above is not an all-inclusive list of job duties and responsibilities. Mandarin
Oriental, New York reserves the right to add, delete, change or modify the job
duties and responsibilities described in this job description at its discretion.
As Director of Rooms, we expect
from you:
- A minimum of 3-5 years in department head position
in the rooms department, ideally at a luxury property. - Must possess
excellent knowledge of both housekeeping and front office. - Must possess
ability to coordinate with multiple tasks. - Must possess ability
to develop managers and line level colleagues. - Computer literacy
to include: Microsoft Word, Excel, PowerPoint, Microsoft Outlook, etc.
- Excellent communication skills both written/verbal.
- Problem
solver - Requires high levels of interaction with all members of staff.
Exchanging ideas, information and opinions with others to drive corporate
and property level initiatives and arrive jointly at decisions, conclusions
and solutions. - Possess high degree of stamina, agility
and flexibility - Able to present themselves with an uplifting
personality as well as presenting a high degree of confidentiality.
Our commitment to you
- Learning &
Development. Your success is our success. We craft unique learning
and development programmes for various stages in your career so that you grow,
continuously. - MOstay. When you work as hard as our colleagues do, it’s
important to take time off. As a member of the #MOfamily, you can stay with
us wherever you go in the world.
The MOstay programme offers complimentary nights and additionally attractive
rates on rooms for you and your loved ones. - Heath & Colleague Wellness.
Finding the right work-life balance is important. Your wellbeing matters to
us. A variety of health benefits and wellness programmes are offered to all our
colleagues, globally. - Retirement Plans. When you show commitment to
us, we reciprocate.
We offer different retirement plans depending on the length of your service
and your role.
Salary and Benefits:
- Salary: $140,000- $155,000
- Bonus Eligible
- A competitive
benefits package, including health, dental and vision, 401(K), etc
It is Company policy to comply with the Americans
with Disabilities Act, including by providing reasonable accommodations that
do not constitute an undue hardship on the Company. Colleagues or candidates
should direct requests for accommodation to the Director of People
and Culture.
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