Director of Rooms

About The Role

Manage operations and performance of the hotel to maximize Rooms Division profitability and ensure compliance to company standards (quality, service, product and fire life safety) are maintained at all times. Takes an active leave in training initiatives to enhance standards and build consistency of service levels.

Key Responsibilities

· Leads in the development and implementation of strategies that will drive performance across all rooms' operational areas to ensure business goals are achieved, while meeting brand standards in services and products.

· Overall responsibility for all operational components of the division to ensure efficiency and effectiveness of operations.

· Monitors the use and effectiveness of upselling programs and price implementation strategies (i.e. health club and spa, laundry, business center, transportation), to ensure revenues are maximized and provides feedback to the General Manager on opportunities.

· Monitors and oversees ReviewPro and Guest Experience Survey (GES) ensuring timely sharing of information and agrees target setting related to Rooms areas of responsibility.

· Is an active trained trainer, working closely with Group Director of Rooms and Training and Development to ensure suitable skills are being shared to drive continuous improvement across both products and services.

· Ensures quality, fire and life safety standards are fully implemented and are not compromised.

· Drives high levels of guest satisfaction through the consistent execution of all brand standards, visible operational leadership, active trend analysis and hands-on interaction with guests and colleagues.

· Review changes in hotel organization structures or headcount and works closely with the GM and Human Resources in identifying and implementing optimum rooms Division organizational structures training initiatives and plans to drive efficiencies and enhance operating and service performance.

· Is familiar with the overall PMS system as relates to Rooms areas, providing input and working closely with IT/Revenue/Finance as maybe necessary, to ensure IT systems are effectivity maximized and are current to today's needs.

· A proven technology focus and an ability to simplify processes through the use of technology.

· Guide and attend Daily Operations meetings with the Rooms team to plan for immediate operational demands, manage daily and plan for operational challenges (manning), highlight VIP events and follow up on personal tasks and projects

· Is familiar with and can effectively interpret, P&L statements to identify revenue and cost management opportunities across the Rooms Division.

· Provides input into and reviews the individual Rooms CAPEX plans to ensure relevancy of the annual CAPEX plan for the hotels.

· Is fully conversant with brand standards in services and products and contributes to the continual improvement and implementation of those.

· Actively looks at and is abreast of new trends that may beneficially impact the operation and recommends these when appropriate.

· Models the Corporate culture, vision, mission and core values at all times.

· Direct the activities of the departmental section managers through guidance, leadership and motivation to ensure that managers are properly selected, trained, counseled and rewarded so that maximum productivity attained.

· Prepare the department's annual budget that meets the company's set objectives; operate within the approved budget by closely monitoring the labor, overhead and other related costs and by optimizing the use of rooms to maximize room revenue.

· Develop efficient work procedures to ensure set standards are met and maintained and propose improvements required on the existing system.

· Develop and maintain good human relation skills in handling guest complaints by coordinating with other departments and in resolving personnel problems with the assistance of the Human Resources Department.

· Compile monthly financial and operational report.

· Establishment of the monthly / weekly Rooms Division Report as may be required.

· Ensure the full range of Front Office services such as Concierge, Reception, Cashier, Airport Representative, Continental Club, etc. are up to the required standard.

· Serve as a member of the Management Team and work with other management personnel in establishing and implementing hotel service standards to achieve maximum profitability and efficiency.

· Constantly consult with Sales, Marketing and Reservations on how to optimize monthly occupancy as well as maintain ADR.

· Conduct and attend relevant meetings such as Excom, MB, P&L, marketing meetings and any related to Rooms Division.

· Ensure accurate and timely submission of all reports.

· Negotiate relevant contracts such as pest control, landscaping at the best rates and benefits for the hotel.

· In conjunction with the Technical Manager implement and maintain strategies to achieve responsible business targets and emergency/crisis response procedures.

· Assess and ensure relevant transactions and processes to ensure government data privacy requirements are met.

· Maintain procedures for security of monies, credit and financial transactions, guest security and inventory control, payroll processes, effective workforce planning.

· Ensures Front Office policies and procedure manuals are complete and kept up-to-date at all times, including all relevant job descriptions.

· Create and implement strategies to maximize revenue generation.

· Control of all expenses related to Rooms Division.

· Ensure proper maintenance of rooms and related facilities in line with the image of the hotel.

· Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

· Assumes responsibility of Executive on Duty on weekends when scheduled to do so.

· Complete other duties as assigned.