What are the responsibilities and job description for the Front Office - Director of Rooms position at The Meritage Resort & Spa?
Title Director of Rooms Department: Rooms
Typically Reports To: General Manager
Position Summary:
Responsible for providing strategic direction and managing the entire Rooms Division to ensure smooth operation of all systems and services required to meet Company standards to provide outstanding guest service and financial profitability. Areas of responsibility may typically include Front Office, Concierge, Housekeeping, Floral, VIP Services, Laundry, Security and Engineering. Builds and manages teams effectively. Duties & Responsibilities Primary Responsibilities/Essential Functions: 1. Provides guidance and direction to ensure overall departmental success. Manages subordinate managers/supervisors in all assigned areas. Responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Responsible for planning department goals and directing Team Members to achieve results. 2. Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures Team Members receive any required training or attend mandatory meetings. 3. Prepares annual budget. Achieves budgeted revenues, controls expenses and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Makes decisions and takes action based on that information to maximize profitability. Ensures quality and portion control while minimizing waste or loss of supplies to maintain profitability. 4. Ensures guests receive outstanding, consistent, exceptional service by circulating through each area of responsibility. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints. 5. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Management Team to ensure weekly goals, challenges, and service standards are met. 6. Follows all safety policies and procedures. Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care Director of Rooms Template Final 1-24-17.docx Page 2 of 4 of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS. 7. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job. Other Responsibilities/Supportive Functions: 1. Makes merit decisions within budget or established guidelines. Determines promotions or reclassifications within company policy. 2. Approves leave and time away from work within company policy. 3. Responds to guest inquiries and coordinates special arrangements and requests. 4. Resolves guest complaints within scope of authority, otherwise refers the matter to upper management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft. Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed. Qualifications (relevant experience, education and training): 1. High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor’s degree in Hospitality Management, Business Administration or related field required. 2. Five or more years of related and progressive Front Office and Housekeeping experience with two years as a Manager in similar setting. Strong knowledge of front office operations desired. 3. Possess solid knowledge of Front Office, Guest Services and Housekeeping operations, luxury hotel service standards, guest relations and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction. 4. Ability to develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established operating criteria. 5. Completes required training as scheduled. 6. Ability to monitor labor as required by anticipating business activity while ensuring positions are staffed when and as needed and labor cost objectives are met. 7. Requires ability to serve needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction. 8. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Director of Rooms Template Final 1-24-17.docx Page 3 of 4 Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation. 9. Requires working knowledge of MS Office applications and ability to learn and use telephone and computer systems used at the hotel. 10. Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. 11. Ability to read, analyzes, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, Team Members, guests and the general public. Must be able to speak, read, write and understand English to communicate with management, Team Members and guests. Bilingual Spanish a plus. 12. Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts. 13. Must maintain a clean appearance and professional demeanor. Special Skills & Abilities/Mental and Physical Demands: While performing the duties of the job the Team Member frequently uses fingers to enter data into computer or operate telephone/office equipment. Works at a quick pace, maneuvering between functions occurring simultaneously. The Team Member occasionally grasps objects. The Team Member occasionally reaches by extending hand(s) and arm(s) in any direction while performing essential functions of the job. Repetitive motions are made while entering data into computers. The Team Member regularly talks and hears to answer phones and communicate with guests or staff. Exerts up to 40 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The Team Member is required to have close visual acuity to view computer terminal, documents and financial information. The Team Member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of reports and data. The Team Member is subject to environmental conditions found working both inside and outside. The Team Member is occasionally subject to extreme heat, with temperatures above 100 degrees while moving around the property while outside temperatures are high. The Team Member is occasionally subject to loud noise (or music) when working in or around the dining areas. The Team Member is subject to hazards that include proximity to electrical current found in office-related equipment. The Team Member is subject to hazards that includes proximity to moving mechanical parts, and equipment found in Housekeeping or Laundry areas and exposure to cleaning chemicals. The Team Member is occasionally subject to atmospheric condition such as fumes, odors, or dusts. (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Typically Reports To: General Manager
Position Summary:
Responsible for providing strategic direction and managing the entire Rooms Division to ensure smooth operation of all systems and services required to meet Company standards to provide outstanding guest service and financial profitability. Areas of responsibility may typically include Front Office, Concierge, Housekeeping, Floral, VIP Services, Laundry, Security and Engineering. Builds and manages teams effectively. Duties & Responsibilities Primary Responsibilities/Essential Functions: 1. Provides guidance and direction to ensure overall departmental success. Manages subordinate managers/supervisors in all assigned areas. Responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training Team Members; planning, assigning, and directing work; appraising performance; rewarding and disciplining Team Members; addressing complaints and resolving problems. Responsible for planning department goals and directing Team Members to achieve results. 2. Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures Team Members receive any required training or attend mandatory meetings. 3. Prepares annual budget. Achieves budgeted revenues, controls expenses and maximizes profitability within assigned areas. Utilizes corporate approved computer programs to analyze forecasts, cost and revenue reports. Makes decisions and takes action based on that information to maximize profitability. Ensures quality and portion control while minimizing waste or loss of supplies to maintain profitability. 4. Ensures guests receive outstanding, consistent, exceptional service by circulating through each area of responsibility. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints. 5. Monitors SOPs to ensure consistent exceptional service is provided. Assists in developing and updating policies and procedures. Participates in weekly meeting with Management Team to ensure weekly goals, challenges, and service standards are met. 6. Follows all safety policies and procedures. Acts on reports of potential safety issues or whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care Director of Rooms Template Final 1-24-17.docx Page 2 of 4 of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS. 7. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job. Other Responsibilities/Supportive Functions: 1. Makes merit decisions within budget or established guidelines. Determines promotions or reclassifications within company policy. 2. Approves leave and time away from work within company policy. 3. Responds to guest inquiries and coordinates special arrangements and requests. 4. Resolves guest complaints within scope of authority, otherwise refers the matter to upper management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft. Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed. Qualifications (relevant experience, education and training): 1. High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor’s degree in Hospitality Management, Business Administration or related field required. 2. Five or more years of related and progressive Front Office and Housekeeping experience with two years as a Manager in similar setting. Strong knowledge of front office operations desired. 3. Possess solid knowledge of Front Office, Guest Services and Housekeeping operations, luxury hotel service standards, guest relations and etiquette. Ability and experience in successfully leading and coordinating staff in a high volume, time sensitive environment. Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction. 4. Ability to develop and maintain effective operating and control processes designed to attain maximum operating efficiency while ensuring adherence to established operating criteria. 5. Completes required training as scheduled. 6. Ability to monitor labor as required by anticipating business activity while ensuring positions are staffed when and as needed and labor cost objectives are met. 7. Requires ability to serve needs of guests through verbal face-to-face interactions. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of guest satisfaction. 8. Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Director of Rooms Template Final 1-24-17.docx Page 3 of 4 Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency situation. 9. Requires working knowledge of MS Office applications and ability to learn and use telephone and computer systems used at the hotel. 10. Strong attention to detail and the ability to handle multiple tasks. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. 11. Ability to read, analyzes, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, Team Members, guests and the general public. Must be able to speak, read, write and understand English to communicate with management, Team Members and guests. Bilingual Spanish a plus. 12. Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts. 13. Must maintain a clean appearance and professional demeanor. Special Skills & Abilities/Mental and Physical Demands: While performing the duties of the job the Team Member frequently uses fingers to enter data into computer or operate telephone/office equipment. Works at a quick pace, maneuvering between functions occurring simultaneously. The Team Member occasionally grasps objects. The Team Member occasionally reaches by extending hand(s) and arm(s) in any direction while performing essential functions of the job. Repetitive motions are made while entering data into computers. The Team Member regularly talks and hears to answer phones and communicate with guests or staff. Exerts up to 40 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The Team Member is required to have close visual acuity to view computer terminal, documents and financial information. The Team Member is required to have visual acuity to determine the accuracy, neatness, and thoroughness of reports and data. The Team Member is subject to environmental conditions found working both inside and outside. The Team Member is occasionally subject to extreme heat, with temperatures above 100 degrees while moving around the property while outside temperatures are high. The Team Member is occasionally subject to loud noise (or music) when working in or around the dining areas. The Team Member is subject to hazards that include proximity to electrical current found in office-related equipment. The Team Member is subject to hazards that includes proximity to moving mechanical parts, and equipment found in Housekeeping or Laundry areas and exposure to cleaning chemicals. The Team Member is occasionally subject to atmospheric condition such as fumes, odors, or dusts. (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
