Hotel Director of Rooms

Description of the Role

The Director of Rooms provides guidance and leadership to the Rooms Division. You will be an intricate part of the hiring and selection process and the training and developing of team members. You will establish and maintain quality service levels while maximizing profits; forecasting and budgeting, while demonstrating a commitment to guest service by soliciting and responding promptly to guest needs. You must be adaptable to change and lead by example at all times. Our ideal candidate will maintain an upbeat but calm persona and have the ability to build a positive team environment.

· To assist in the building of an efficient team of employees by taking an active interest in their welfare, safety and development.

· To assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.

· To ensure that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manuals

· Effective written and verbal communication with team members and guests in an attentive, approachable, courteous and service oriented manner.

· Effectively respond to challenges, including anticipating, preventing, identifying and solving concerns as necessary.

· Coach and develop team members.

· Develop relationships and trust with support, presence and offering solutions.

· Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliant with standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.

· Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

· Communicate both verbally and in writing to provide clear direction to staff.

· Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.

· Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.

· Assist in the preparation of Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.

· Plan, organize, chair, attend and/or participate in various departmental meetings

· Works closely with the Chief of Engineering/Director of Engineering to ensure the rooms preventive maintenance program is tracked and the room product is maintained to or above standards

· Manage and respond to surveys and social media reviews in a timely manner

· Demonstrates and communicates key drivers of guest satisfaction

· Develops and implements, with approval, strategies that deliver product and services to meet or exceed the needs and expectations of the brand’s target audience providing return on investment

· Be able to adapt to change

· Conflict Resolution and Mediation skill

· Must possess strong communication skills

· Be a positive influence and make a positive impact for the team

· To contribute to regular departmental communication meetings

Job Type: Full-time

Pay: $100,000.00 - $120,004.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• New York, NY 10016 (Required)

Ability to Relocate:

• New York, NY 10016: Relocate before starting work (Required)

Work Location: In person

Salary : $100,000 - $120,004