• Minimum of five (5) years in a similar role, with previous experience in Guest Services and Front Office management; experience in luxury hotel setting required.

Education

• Bachelor’s Degree required, preferably specializing in Hospitality, Business Administration, and or related major, or equivalent experience is required.

• Operate the Front Office, Housekeeping and Guest Services departments effectively, efficiently and profitability.
• Responsibility of hiring, training, planning, organizing, team building and setting standards.
• Prepare and oversee the annual Rooms Division capital expenditure and manpower budgets.
• Procurement of furniture, fixtures and equipment and operating supplies and equipment.
• Maximize room revenue and occupancy by effectively controlling rates, availability and up-sell incentive program.
• Ensure proper staffing at all times by approving and coaching department head’s in effective scheduling.
• Inspect VIP rooms, show rooms, public areas, and back of house.
• Coordinate efforts with all other departments. (Security, Engineering, F&B etc)
• Assign projects and tasks to all departments and monitor progress.
• Conduct (inter-)departmental meetings to review productivity, discuss ongoing and future projects, and enforce hotel standards.
• Monitor payroll on a weekly and monthly basis. Provide explanation for overtime.
• Prepare and control purchase orders for supplies and amenities for all rooms departments.
• Process invoices for expenses in a timely manner for month end.
• Knowledge of and compliance with all Emergency procedures.
• Ensure that policies and procedures are understood and followed through among Rooms division associates.
• Recognize and seize all opportunities to increase guest loyalty, employee satisfaction and profitability.
• Develop and maintain relationships with associates, return guests, group contacts and vendors.
• Assure that financials goals of the division and the hotel are being met. Monitor and control labor expenses and other divisional expenses, such as supplies and equipment.
• Work closely with Reservations, Sales and Front Office to maximize rate, occupancy and total revenue. Assist in preparing business forecasts and annual budget for the division.
• Perform all aspects of human resources, including recruitment, selection and hiring, training, performance evaluations, coaching and counseling.
• Perform duties as directed by the Hotel’s General Manager and the company.

• Requires a working knowledge of division operations as well as luxury core standards, and standard operating procedures.
• Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.
• Demonstrate ability to work with maximum efficiency, accuracy and attention to detail.
• Ability to effectively lead and work cohesively as part of a team.
• Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.
• Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.
• Ability to communicate effectively in the English language both verbally and in writing. A second language is desirable.
• Must have experience in all Microsoft Office and industry relevant Front Office Systems.
• Demonstrated knowledge of budget planning and financial controls.