Director of Rooms - The Cloudveil

About Us

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos-just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

Job Overview

As the Director of Rooms, you are responsible for all aspects of the rooms operations and providing remarkable experiences for our guests. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will provide oversight to the Guest Services, Front Desk, Housekeeping, and Engineering teams. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.

Essential Job Functions

• Closely monitor front desk/front drive operations including, but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up
• Manage front desk/front drive team, including, scheduling, labor, payroll, training, team meetings, performance management, hiring, and performance management
• Manages the daily operation of the Rooms Division
• Accountable for the labor management and payroll processing of the Rooms division
• Partners with General Manager and Hotel Manager in product and service enhancement initiatives
• Accountable for maintaining standards as prescribed by the Marriott Corporation regarding training, employee development and guest expectations
• Adhere to staffing and budget guidelines
• Assist in budgeting and monthly planning
• Attend resume meetings and communicate important knowledge to Front Desk/Valet team
• Develops training programs to ensure effective results
• Complete inventory and ordering of office supplies to maintain established par stocks
• Initiates and maintains effective communication within the division, and between all other departments and associates at property
• Ensure all Brand and service standards are met and adhered to
• Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model
• Work seamlessly and communicate clearly cross-departmentally
• Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest Retrieves mail, packages and facsimiles or other special items for customers as requested
• Monitor guest accounts and room inventory
• Aligned with the culture, values, goals and human resource programs of the Marriott Brand
• Always maintain a professional appearance and attitude
• Comfortable using Property Management Systems and other pertinent software as assigned including by not limited to Control Panel, GXP, Medallia, and applicable MGS applications
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc
• Monitor and track Bonvoy Member and VIP pre-arrival communication, arrival experience, in-house communication, departure, and post-travel communication
• Assist in development and implementation of best practices, policies, and procedures
• Educated and familiar with local and area recreational, dining, and cultural activities and attractions
• Follow safety and emergency guidelines, policies and procedures
• Complete and approve all manual adjustments to revenue
• Oversee lost and found operations, including inventory management, guest outreach, and shipping
• Complete miscellaneous tasks as assigned
  
  
  

Requirements

ESSENTIAL QUALIFICATIONS

• Must have minimum of three-years leadership in Rooms Division Operations
• 5 years of progressive leadership experience Front Desk / Guest Services
• Must read, write and speak the English language effectively
• Possesses basic math skills
• Strong background of customer service experience
• Must possess excellent interpersonal and communication skills written and verbal. Will be interfacing with guests and owners to provide efficient and effective results
• Proven track record in resolving guest problems and expediting solution
• Understand daily hotel operations
• Flexible schedule during high business volumes including weekends, evenings, and holidays
• Ability to effectively manage internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts
• Has thorough knowledge and understanding of Hospitality Management
• Proven track record working with IT systems
• Working knowledge of equipment and procedures involved in a Rooms operation
• Maintains a close working relationship with team members and department heads from all areas of hotel operations
• Ability to communicate and make sound judgement calls when evaluating problems and situations to expedite the resolution. Additionally, it is necessary to take a proactive role and manage by example
• Ability to serve effectively with Senior Hotel Leadership in emergency situations
  
  
  

PHYSICAL DEMANDS & WORK ENVIRONMENT

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

While performing the duties of this job, the employee is regularly required to stand; use hands to handle, feel, or finger; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Hotel Discounts at all Marriott properties
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources