Director of Rooms

Job Description

Job Description

Company Description

A Central Coast legend reborn.  From its earliest incarnation in 1886 as a popular stagecoach stop during California’s Gold Rush, to its years as a surreptitious hangout through Prohibition, The Inn at Mattei’s Tavern has long held a fabled place in Central Coast lore. Revered and raucously enjoyed for generations, the beloved landmark is the definitive luxury destination in the Santa Ynez Valley.

Job Description

POSITION SUMMARY

The Director of Rooms is the strategic business leader of the property's Rooms department, responsible for planning, developing, implementing and evaluating the quality of the property's rooms. This role works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets guest needs, ensures team member engagement, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of Auberge Resorts Collection target customers and team members and provides a return on investment to the owner and company.

DUTIES AND RESPONSIBILITIES

Position oversees Rooms Division, Engineering and Spa departments

Monitors Rooms operations sales performance against budget.

Reviews reports and financial statements to determine Rooms operations performance against budget.

Coaches and supports the operations team to effectively manage occupancy and rate, wages and controllable expenses.

Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results.

Service Excellence

Focus on creating a culture of service excellence, with a strong emphasis on execution / precision, and personalization

Uses guest survey data and online reviews to recognize the team and promote service excellence, while also understanding the root cause of opportunities and taking swift corrective action to eliminate defects

Coordinates and communicates event details both verbally and in writing to the customer and property operations.

Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

Responds to and handles guest opportunities and manages online reputation

Uses personal judgment and expertise to enhance the guest experience.

Stays available to solve problems and / or suggest alternatives to previous arrangements.

Interacts with guests to obtain feedback on product quality and service levels.

Stays visible and interfaces with guests on a regular basis to obtain feedback on the quality of the product, service levels and overall satisfaction.

Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensures that team members understand expectations as outlined in the Auberge Standards

Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction

Champions the brand’s service vision for product and service delivery.

Communicates a clear and consistent message regarding departmental goals to produce desired results.

Makes and executes the necessary decisions to keep property moving forward toward the achievement of goals.

Monitors and promotes room rates, specials, and promotions at the property.

Profitability and Revenue Goals

Analyzes service issues and identifies trends.

Works with the Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

Reviews and audits expenses.

Drives and monitors internal upsell programs and incentives

Talent & Culture Activities

Fosters relationships and develop team to establish a culture of excellence

Interviews and hires team members

Ensures team members are treated fairly and equitably.

Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).

Fosters team member commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and team members.

Incorporates guest satisfaction as a component of staff / operations meetings with an emphasis on generating innovative ways to continually improve results.

Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.

Solicits team member feedback, utilizes an “open-door policy” and reviews team member satisfaction results to identify and address employee problems or concerns.

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to the team as necessary.

Identifies talents of direct reports and their teams, and assists with their growth and development plans.

This position carries an annual salary of $130,000 - $140,000 / year.

Qualifications

REQUIRED QUALIFICATIONS

Minimum of three to five years Rooms Division leadership experience in luxury hotel brand

Working knowledge of hospitality departments : Housekeeping, Guest Services, Engineering, Laundry, Residential Services.

Ability to work a flexible schedule, including weekends and holidays, according to department needs

Computer literate (ability to learn new programs, interact with Excel / Word and GSuite)

Outgoing and enthusiastic with a positive attitude.

Excellent written and verbal English communication skills, including in front of a group, with ability to communicate detailed instructions and hold the team accountable for results.

Strong interpersonal skills, with ability to work with people from a variety of backgrounds.

Self-motivated and results oriented.

Ability to read, analyze and interpret various reports (payroll, financial)

Ability to perform job functions with attention to detail, speed, and accuracy

Ability to work well under pressure

PREFERRED QUALIFICATIONS

Spanish language competency

Bachelor’s degree, Hospitality or Business Administration preferred or equivalent experience

Pre-opening / project management experience

Salary Range $120,000 to $150,000

Additional Information

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest : @AubergeResorts and #AlwaysAuberge.

Railway Jonata LLC is an Equal Opportunity Employer, M / F / D / V. Railway Jonata LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Railway Jonata LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Salary : $120,000 - $150,000