Job Description

Position: Director of Rooms

Reports to: General Manager

Job Summary

The Director of Rooms is responsible for ensuring the smooth operation of guest services, valet services, shuttle, concierge and uniformed services, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner. The Director of Rooms is also overall responsible for providing all guests with gracious hospitality while maximizing room revenue and productivity and developing managers and employees.

Essential Job Functions

To successfully perform this job, an individual must perform each essential duty listed below. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all Rooms Division personnel according to resort luxury standards.
Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures according to SOP’s. Actively support Human Resources with recruiting efforts. Ensure that all managers follow the standards in their interviewing and hiring procedures.
Develop employee morale and ensure training of Rooms Division personnel.
Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
Ensure implementation of all policies and house rules.
Understand hospitality terms.
Ensure sign off all Service Standards by Position competencies for Rooms division managers. Monitor completion of the Service Standards by Position Training Checklists for hourly staff.
Monitor oversold dates to ensure the maximization of rooms revenue.
Tour rooms operating departments daily, greeting employees and soliciting feedback.
Maximize room revenue and occupancy by reviewing status daily and upselling opportunities. Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
Complete the monthly reforecast.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
Monitor and ensure compliance with SOPs in Rooms and Loss Prevention.
Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
Coordinate major projects such as renovations, capital expenditures, equipment change.
Conduct weekly Rooms Division meeting, including a monthly financial review.
Perform Rooms Managers’ performance reviews according to SOP and ensure that managers follow the standards in their administration of performance reviews to their employees.
Monitor labor expenses and ensure budgeted productivity.
Prepare department heads for succession through development of their need areas.
Prepare the Rooms Division annual budget.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure that employees maintain S.O.P.’s in its use.

Education: High school diploma or general education degree (GED)

Required Experience:

1 year experience in a comparable position in a luxury hotel operation

2 years’ experience as a Rooms Division Manager or Director of Front Office Operations in a luxury hotel or resort.

The ideal Director of Rooms candidate needs to have:

Excellent communication skills in all aspects.
Professional and appropriate business appearance and presentation.
Excellent knowledge of all aspects of Rooms Division Operations.
Excellent organizational and administrative skills.
Excellent guest service and problem resolution skills.
The flexibility to meet the demands of a 24-hour operation.
Thorough knowledge of all guest services and housekeeping department operations and individual job requirements
Excellent written, verbal, and organizational skills required.
Computer literacy and financial management a must
Ability to resolve guest, supervisor, and employee conflicts.
Able to always manage effectively multiple tasks.
Ability to listen effectively and communicate clearly with guests and coworkers.

Physical Requirements:

These physical requirements for this position may be accomplished with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to stand, and/or move for extended periods of time (approximately 8 to 10 hours), twist at the neck and trunk, bend at the waist and stoop, kneel, or crouch. The employee is frequently required to reach with hands and arms. Employees will frequently use hands to handle objects and tools and operate service equipment and computers. The employee will also frequently ascend and descend stairs. Vision abilities required by this job include close vision and color vision.

Work Conditions:

The position will require you to work morning, evening, overnight, weekend, and holiday hours. While performing the duties of this job, the employee generally works in an indoor environment. The noise level in the work environment is usually low but may be moderate dependent on specific work site and/or equipment operation. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.