Company Description

Appellation is a culinary-focused hotel company that embraces authenticity and locality in everything they do. They believe in the power of regional character, community, and culture to create exceptional experiences for their guests. Appellation  gathers the best from each of their destinations to nurture the growth of the next generation of hoteliers and culinarians. Every element of an Appellation experience is true to place, thoughtfully composed, and crafted with the highest regard to quality. 

Role Description

The Rooms Division Director provides guidance and leadership to the Rooms Division, ensuring constant compliance of hotel policies and quality customer service while maximizing departmental profits through forecasting and budgeting. This position is responsible for overseeing and participating in active management of the entire operations of front office, reservations, housekeeping, laundry and security for the property. This individual will communicate with the General Manager regarding all aspects of the Rooms Division operations. In addition, the position is responsible for maximizing hotel revenue and productivity, controlling labor and the selection, and training and development of the Rooms Division teams. The Rooms Division Director must demonstrate excellent leadership, communication (verbal and written) and team building skills with team, peers and across all departments. Review and respond to all written forms of communication i.e., emails, texts. Our emphasis is based on caring and attentive employees who embrace the Company’s Mission/Vision Statement and Core Values. In this position, you will serve on the Company’s Executive Committee, as a member of the leadership team for the company and assumes the property leadership role in the absence of the General Manager.

Job Responsibilities:

• Oversees all day-to-day Front Office, Reservations, Housekeeping, Laundry, and Security operations.
• Directs daily activities and key initiatives for guest contact departments within the rooms divisions by providing guidance, leadership, clarity, and instruction. 
• Maintains high quality of guest service and operational excellence.
• Directs all activities of the Front Office Manager, Housekeeping Manager, Reservations and Security to ensure communications and follow-up on any problems, guest requests or special requirements. 
• Develops and implements training and SOPs to align to the Appellation standards for all new and existing team members to positively improve results in Guest Satisfaction, Compliance with Brand Standards, and Employee Engagement. 
• Actively trains Front Office Manager and Executive Housekeeping Manager and Supervisors in employee management and revenue management and other pertinent skills.
• Actively involved in scheduling of all departments to maintain and approve proper parameters.
• Conducts ongoing coaching, formal Performance Evaluations and disciplines staff when needed.
• Resolves guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. 
• Oversees all inventory control procedures and inventory levels for housekeeping area and rooms and the honor bar.
• Monitors all rooms systems to enhance team efficiency, guest feedback and revenue enhancement and labor management productivity metrics to develop actionable objectives to target goals. 
• Leads, attends and participates in department specific meetings to coordinate and plans daily activities to support and provide guidance in hotel operations within the rooms division. 
• Ensures that regular, ongoing communication is happening in Rooms (e.g. pre-shift briefings, staff meetings).
• Facilitates the coordination of marketing initiatives, sales site visits and special housekeeping requests, VIP reservations, etc. to deploy the team to deliver best in class hospitality. 
• Highly visible and interfaces with guests and customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations. 
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results. 
• Solicits team member feedback, utilizes an “open door policy” and reviews team member satisfaction results to identify and address team member problems and concerns.