Director of Rooms

Position Summary: Functions as the strategic business leader of the property's Rooms Operations. Areas of responsibility include Front Office and Housekeeping operations to develop and implement departmental strategies and ensure implementation of the brand service strategy and brand initiatives. The position ensures the Rooms Operations meet the brand's standards, targets customer needs, ensure team members satisfaction, focuses on growing revenues and maximizes the financial performance of the operation.


Essential functions:

1. Ensure that sufficient staffing is present to meet daily business demands.
2. Actively participate in training and continuing education of all Rooms Division service staff.
3. Responsible for actively assisting with recruiting and hiring for all Front Office and Housekeeping positions.
4. Oversee the Executive Housekeeper and team to ensure room standards are met and rooms are turned properly prior to guest usage.
5. Oversee the Front Office Supervisor and team to ensure all aspects of front desk operations are attended to.
6. Approach all encounters with guests and team members in a professional and personalized manner.
7. Maintain regular compliance with the Marriott/Courtyard brand standards to help ensure BSA (Brand Service Audits) pass successfully.
8. Analyzes service issues and identifies trends.
9. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
10. Monitors Rooms Division financial performance against budget.
11. Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
12. Champions the brand's service vision for product and service delivery and ensures alignment amongst the Rooms leadership team.
13. Develops system to enable team members to understand guest satisfaction results.
14. Reviews guest feedback with Leadership Team and ensure appropriate corrective actions when necessary.
15. Responds to and handles guest problems and complaints.
16. Stays visible and interfaces with guests on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
17. Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient hotel operations.
18. Understand and communicate promotions and enhancements effectively with Service Professional and guests.
19. Serve as a general guest information source.
20. Coordinate arrival, departure and special needs of Bonvoy guests. Offer to handle special arrangements during their stay; coordinate future visits.
21. Identify and solicit potential new Bonvoy members.
22. Build rapport with Bonvoy guests, distinguished visitors; escort guests to rooms as necessary, encourage feedback throughout their stay.
23. Complete projects in a timely manner as required by the General Manager.
24. Place and track orders for front desk supplies and market food and beverage items to ensure proper inventory levels are maintained.
25. Take guest Starbucks orders, prepare beverages according to brand standards, and ensure prompt, friendly service.

Qualifications:

• 4 years' experience in guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
• Proficiency in English (verbal and written) - multi-language is helpful.
• Must be flexible in terms of working hours and schedules.
• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills.
• Must possess leadership skills and be able to motivate Service Professional through difficult points with the operation.
• Must be able to handle a multitude of tasks in an intense, ever-changing environment.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests.

Kolter Hospitality is proud to be an Equal Opportunity Employer.
Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions. This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Kolter Hospitality is a drug-free workplace. Pre-employment drug test and background check required.