Reporting to the Director of Operations, and Executive Committee member, the Director of Rooms will develop and implement hotel-wide strategies that will deliver products and service offerings that exceed the expectations of our guests, while maximizing the financial performance of the hotel providing a return on investment to our brand and owners.

 

The Director of Rooms will oversee the Rooms Division including Front Office, Guest Relations, Guest Services, Royal Service, Concierge, and Housekeeping related areas.

 

Responsibilities:

• A member of the Executive Committee with responsibility for development and Execution of the Hotel's Strategic Plan
• Responsible for the smooth and efficient operation of all Front Office related areas and Housekeeping.
• Prepares the annual budgets and monthly forecast for all areas overseen.
• Ensures that the monthly financial outlooks and results for the Front Office and Housekeeping Departments are accurate and on target.
• Customer service champion - leads all Departments in providing consistent outstanding service as measured by TrustYou, LQA and in keeping with the Forbes 5 Star standards of service
• Responsible for quarterly succession planning and the associated training for development of leaders. Creator of a "pipeline" of Rooms talent ready for promotion within the hotel and the company.
• Adheres to the code of business conduct
• Assist in daily VIP room inspections
• Champions the Arrival Experience with Director of Front Office in collaboration with Lobby greeters and VIP Services.
• Promotes strong inter-departmental communication and cooperation in the interest of better Guest and Colleague satisfaction.
• Recruits top talent into the hotel through effective network recruiting and interviewing and oversees the effective training and performance management of all Colleagues.
• Ensures all Guest comments and complaints are promptly followed up on and responded to at a five star level.
• Ensures revenue and inventory management practices are in place to maximize revenues for the hotel every day. Key member of the Revenue Management Team.
• Promotes the safety and well-being of our guests and co-workers by having a thorough knowledge of the Hotel's crisis and emergency procedures.
• Responsible for action planning surrounding Colleague Engagement Survey with continuous improvement and feedback.
• Conducts weekly and monthly guestroom and public space walkthroughs with key department heads.
• Attend front office and housekeeping department meetings periodically
• Attend monthly Health & Safety committee meetings with a strong commitment to a safe and hazard free work environment.
• Complete assignments as directed by the Director of Operations

 

Qualifications:

• 2+ years’ experience as a Director of Rooms, or greater position in a high volume luxury hotel or resort.
• Served as a Director of Housekeeping or Front Office operations 2-3 years.
• Experience working within a 4/5 star environment and dealt with high net worth clientele.
• Excellent presentation
• Highly organized and very strong attention to detail.
• Excellent communication skills with a “think ahead” approach required.
• Superior time management skills and meets deadlines on time.
• Able to work well under pressure and manage multiple projects simultaneously.
• Proven track record of being able to execute complex procedures and strategies.
• Must be hands on and visible with the teams atleast 50% of the time.
• Strong at managing expectations and setting the example.
• Experience working with delegates in a strong union environment required (NYC preferred)
• Superior problem solving abilities for both guest and colleagues.
• Goal and results orientated individual with strong analytical skills required
• Proven track record of developing others to move on to positions of greater responsibility.
• University Degree preferred (preferably in Hospitality Management)
• Computer skills (Word, Excel, Property Manager, Royal Service Manager)

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.