Director of Rooms

POSITION PURPOSE

A brief summary of the purpose this position must fulfill.

The primary purpose of this position is to lead and manage all of the day-to-day activities related to Rooms including the Front Desk, Bell Desk, Housekeeping, laundry, security, general maintenance and other rooms related departments. The primary function of this position is to establish, implement and train the staff to a level of guest service in all areas that surpasses all other Resort/Hotels in the market. The key component of success will be based on the direct and indirect staff interactions, guest experience, upkeep/design, maintenance of public areas/guest rooms and budget management.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must satisfactorily perform each essential duty. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Oversee all the front office, housekeeping and other rooms staff and assist with training & staff development.
• Foster an engaging and empowered workforce focused on Core Values.
• Focus on Employee Engagement Survey results to improve the employee experience and retain a great team
• Create an environment that's warm and friendly, and establish connections with guests and associates.
• Work closely with the management team to ensure effective programs are implemented and maintained for guest satisfaction.
• Assist with guest check-ins and check-outs as needed.
• Approve room and rate changes & assist with billing inquiries.
• Work closely with sales and GM to establish revenue goals and other sales.
• Provide ongoing training with staff on latest packages and special events.
• Responsible for cleanliness, orderliness and appearance of the entire Hotel and Club.
• Maintain a consistent deep clean and “room perfect program”
• Maintain maintenance and replacement records of public area and rooms; including upholstery, curtains, painting, tile, etc.
• Ensure rooms are made as per company standard and completed before check in time (4pm).
• Daily inspection of public areas and guest rooms
• Coordinates the preventive maintenance schedule of rooms and public area with maintenance department.
• Organize on-the job training and evaluate its effectiveness
• Oversee housekeeping and front desk scheduling process
• Oversee inventories with Accounts for linen, cleaning supplies and fixed assets
• Conduct pre-shift meeting and distribute assignments
• Assist with the completion of all monthly inventory’s reports
• Develop and implement Housekeeping systems and procedures
• Attending and resolving guest complaints.
• Work closely with all departments ensuring communication flows effectively.
• Monitor guest comments or complaints and respond to them; communicate comments through the “Glitch process”
• Daily briefing of Supervisors/ Executives
• Be a positive role model. Be effective when handling situations with line staff.
• Perform other duties as assigned.

QUALIFICATIONS

The qualifications listed below are representative of the minimum knowledge, skill, and/or ability required.

KNOWLEDGE

Knowledge in understanding/creating a budget.

Strong Operational/Technical Knowledge.

Knowledge and use of proper chemicals.

Knowledge of Microsoft office (Word, Excel, Outlook etc.).

SKILLS AND ABILITIES

Strong Spanish language skills preferred.

Excellent communication skills, both written and oral.

Strong leadership abilities and organizational skills.

Entrepreneurial, thinks out of the box and able to drive change and look for operational efficiencies / synergies across the network.

SUPERVISION

Position functions semi-autonomously. Position directly supervises employees. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION/ EXPERIENCE

Minimum of a Diploma in hotel management (or equivalent) and 5 years hospitality experience. However, a combination of experience and/or education will be taken into consideration.

Successful Pre-opening experience & records a distinct advantage.

LICENSES/CERTIFICATIONS

None Required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

Some lifting may be required (up to 25 pounds)

Ability to stand for long periods of time.

UNIFORM REQUIREMENT

Business Casual attire required.