Director of Rooms Operation

Reports to: General Manager

Status: Exempt

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Position Description: The Director of Operations will report directly to the property General Manager and will be a strategic business leader of the hotels rooms operations. Areas of responsibility include Resort Hosts, Housekeeping and PBX. This role is responsible for providing all guests with excellent quality service while maximizing room revenue and productivity and developing associates. Responsibilities include provision of excellent guest experiences, revenue generation, cost and policy controls, staffing, safety and sanitation.  Ensures implementation and delivery of the Autograph brand service strategy and initiatives to exceed guest expectations, increase profit and market share. Manages all areas of front of house operations, guests transport and housekeeping services. This position is actively involved in the local community and builds strong relationships with local officials, businesses, and customers.  Represents Mainsail and Autograph Collection brand values in all leadership actions.

Required Knowledge, Skills and Abilities:

  • Academic qualification
  • +5 Years in hotel operation management or related professional area.
  • Computer literate.
  • Ability to communicate effectively with the public and other employees.
  • Read, write and speak English fluently.
  • Must have enthusiasm and possess excellent customer service skills.
  • Enjoy working with people and possess a friendly and outgoing personality.
  • Excellent communication and listening skills, as well as basic computer knowledge.
  • Rooms and Related Manager experience in full service hotel
  • Ability and willingness to work flexible hours including weekends, and late nights.
  • Proficiency in Microsoft Windows, Excel, Power Point, Outlook and Word.
  • Ability to communicate with guests, staff, management and leadership team
  • Marriott Branded property experience a MUST     

Duties:

  • Ensure the efficient operation of the rooms division with the support of the General Manager by supervising, supporting and communicating with all rooms department managers and supervisors.
  • Responsible for planning, developing, implementing and evaluating the quality of property’s rooms.
  • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
  • Analyzes service issues and identifies trends.
  • Work with the Rooms team to develop an operational strategy that is aligned with the brands business strategy and leads its execution.
  • Reviews reports and financial statements to determine Rooms operations performance against budget. Oversee financial success.
  • Coordinate the organization and administrative functions in all areas of the room operations division.
  • Monitor all rooms’ expenses to ensure they are kept in line with the budget.
  • Ensure staffing is maintained at an appropriate level to match business demands.
  • Ensure all Autograph standards are being maintained in each area and encourage safe and efficient hotel operations.
  • Respond to Guest feedback in order to achieve positive outcomes and high levels of customer satisfaction. (GSS, TripAdvisor etc…)
  • Ensure all team members meet or exceed all brand requirements.
  • Approach all encounters will guests and employee in an attentive, friendly, courteous and service oriented manner.
  • Help operate the property in the most efficient and effective manner possible, identifying and eliminating non-value added activities wherever possible.
  • Be readily available and approachable for all employees.
  • Serve as a role model to the employees by demonstrating appropriate Marriott Service behaviors.
  • Business Strategy Execution. Executes business plans designed to maximize customer satisfaction, profitability, and capture. Holds management team accountable to cost controls, upsell opportunities and service standards.
  • Talent Management and Organizational Capacity. Creates a cohesive and high performance management team that continuously strives for positive results and improvement; coaches room departmental managers by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall division performance.
  • Business Information Analysis. Reviews business related data such as capture ratios, financial performance, inventory, employee engagement, and customer satisfaction; analyzes business information to proactively address changing market conditions, ensure outlets operate within budgetary guidelines, and achieves profit margin goals; uses business information to identify indicators of product and service successes and opportunities for improvement; integrates business information into business plans.
  • Employee and Labor Relations. Ensures all employees are treated fairly and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self-available to employees; celebrates the success of employees in a public way; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed. Understands and ensures compliance with local labor laws.
  • Customer and Public Relations Management. Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest / customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds management team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations.

Mental Demands:

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction and provide direction to others
  • Manage differing personalities within the office, the hotel and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

Career Information

Date Posted:
January 16, 2019

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