Director of Rooms - Magnolia Houston

Overview

The Magnolia Tribute Portfolio Hotel is searching for a passionate Director of Rooms who leads by example and goes the extra mile to support the team. This role embraces the property's vision and service culture promoting unity and teamwork amongst all departments and cultivates a supportive and productive relationship with internal and external partners.

The Director of Rooms works alongside the Director of Operations to help lead a dedicated team to provide an exceptional guest experience. This role requires a strong operational background in Rooms Department. The position has active participation and will champion Marriott Tribute service standards. You must have strong working knowledge of the rooms division, have experience making critical decisions with a proven track record of managing, motivating, and leading a full-service luxury hotel team.

This position oversees the Front Office, and Housekeeping. You will develop, train, coach and lead our team members to ensure optimum financial success, flawless technological performance, safety, cleanliness, and superior guest service.

Responsibilities

• Responsible for leading the Rooms division including Front Office, and Housekeeping.
• Ensures all rooms leaders staffs according to business forecast, payroll budget guidelines, and productivity requirements.
• Ensure daily pre-shift meetings are happening at all shift changeovers in accordance with hotel expectations. Assigns job responsibilities effectively to ensure productivity.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments, and location.
• All room rates, special packages, and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.
• All hotel and departmental policies and procedures.
• Communicates current information on rates, packages, and promotions to Front Office team.
• Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration of VIPs/Planners.
• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
• Anticipate low occupancy periods and coordinate blocking of rooms with housekeeping management to maximize labor costs, deep cleaning, and maintenance of rooms.
• Provides innovative/creative thinking and strategies to effectively deliver world-class service and strives to increase the level of guest satisfaction.
• Ensure timely guest responses and implementation of corrective actions to resolve issues regarding hotel services, amenities, and policies.
• Resolve guest opportunities, ensuring guest’s complete satisfaction.
• Monitor and track guest feedback and reviews in relation to the property's goals and provide feedback to leadership and support to department managers and their teams as appropriate.
• Maintains correct procedures for hotel accounting, credit control, handling of financial transactions, and supply inventory.
• Monitor and ensure that all cash handling procedures comply with accounting policies and standards:
• Contracted banks, Shortages/overages, Late charges, Petty cash/paid outs, Adjustments, Posting charges, Making change for guests, Cashing personal/travelers checks, Payment methods/processing, Settling accounts, Closing reports, Cashier reports, Balancing receipts, Dropping receipts and Securing banks.
• Consistently delivers accurate forecasting projections for areas of responsibility and implement effective adjustments as required in staffing and other cost drivers to ensure profit integrity.
• Monitors expenses and tracks actuals against budget.
• Reviews daily labor reports and processed timely corrections as needed. Approves, prepares, and submits bi-weekly payroll for all assigned areas.
• Manages organizational change productively by driving continuous improvement, building support for change, and adapting to change.
• Ensures training checklists and new hire on-boarding materials are used consistently, are up to date and adhered to by all department heads in the rooms division.
• Attends the monthly department meetings hosted by each Rooms leader. Hosts weekly 1:1 meeting with each Rooms department head. Attends all other hotel meetings as assigned.
• Observes employee performance and conducts regular evaluations to help improve guest service. Handles disciplinary problems timely, respectfully, and counsels team members in private settings.
• Conducts ongoing training with existing team members both at line-up and in a formal setting.
• Fosters and promotes a cooperative working climate, maximizing productivity and team member morale and engagement.
• Leads the career development of self and others by attracting and retaining high performing talent, by encouraging and supporting career development, and driving continuous learning.
• Ensures the property is operated safely and securely according to property and Coral Tree standards.
• Adhere to hotel requirements for guest/team member accidents or injuries and in emergency situations.
  

Qualifications

• Bachelor’s degree in hospitality, business administration, or Hospitality preferred.
• Five (5) or more years’ experience in Rooms Operations.
• Ability to communicate, both verbally and written in English required.
• Strong understanding of hotel management best practices and data entry software.
• Outstanding interpersonal communication and customer service skills.
• Exceptional leadership abilities with great attention to detail.
• Knowledgeable of principles and practices within Rooms Division.
• Experienced in hotel operations, including marketing plans, budget forecasting, etc.
• Critical thinking, problem solving, judgement and sound decision-making abilities.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift at a moment’s notice while being composed under pressure. Ability to remain calm and professional in frustrating circumstances when assisting upset guests or team members.
• Relates to all types of people – inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Genuinely cares about people and demonstrates real empathy.
• Demonstrated skills in building personal credibility by behaving with the highest ethical standards, respecting, and treating others fairly, and inspiring trust with the ownership group, community, Coral Tree, guests and team members.
• Demonstrated ability to implement and maintain a guest service focused culture consistently.
• Ability to create strategic alignment between owner/company goals, property goals and individual goals to ensure success.
• Knowledgeable in revenue/yield management strategies.
• Thorough understanding of income statements/balance sheets/cash flow/hospitality accounting and internal control principles.
• Strong cost management/operating margin skills; develops and delivers monthly/quarterly forecast and annual operating budgets on a consistent basis; develop annual business plans/budgets and then effectively monitor performance against plan.
• Professional and appropriate business appearance and demeanor aligned with the Marriott Tribute brand, culture, and grooming guidelines.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, we are all required to work varying schedules, including holidays and weekends to accommodate the business and demands of the hotel.
  
  

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, and disability benefits, as well as participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement and an employee assistance program. We also offer paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!

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