Rooms Director - SCP Redmond

Job Description

Job Description

Description:

Rooms Director - 58k to 62k per year salaried with bonus potential

The Rooms Director will oversee all aspects of guest accommodations, including reservations, guest services, and housekeeping to ensure exceptional guest experiences and satisfaction.

The Rooms Director shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the SCP’s Culture & Core Values.

The Rooms Director is expected to spend a minimum of 50% of any given workweek in duties directly related to supervision and/or primarily engaged in duties in bold below and is expected to exercise discretion and independent judgment in carrying out their duties. In exercising discretion and independent judgment, the Rooms Director is expected to compare and evaluate possible courses of conduct, and act or make a decision after considering the various possibilities, including when the Rooms Director makes suggestions and recommendations to others. The fact that the duty is in bold does not necessarily mean it is of more or less importance than non-bolded duties.

The Job

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Observing guest reactions and conferring frequently with team members to ensure guest satisfaction.
• Adhere to hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Continuously promote sanitation, safety, and security efforts.
• Oversee all aspects of rooms division operations, including reservations, guest services, housekeeping, and maintenance, to ensure smooth and efficient operation.
• Develop and implement policies, procedures, and standards to maintain high-quality service, cleanliness, and safety in guest accommodations.
• Monitor guest satisfaction through feedback mechanisms, such as guest surveys and online reviews, and implement improvements as needed to enhance guest experiences.
• Monitor, coordinate, and execute the special needs and requests of VIP, repeat guests, and members of frequency programs.
• Coordinate with other hotel departments, including food & beverage, sales & marketing, and finance, to ensure seamless guest experiences and maximize revenue opportunities.
• Manage inventory levels of rooms, supplies, equipment, and amenities, and oversee purchasing, receiving, and inventory control processes to minimize waste and maximize efficiency.
• Monitor and manage financial performance of the rooms division, including budgeting, forecasting, expense control, and revenue generation, to achieve profitability goals.
• Prepare and analyze reports on key performance indicators, such as occupancy rates, revenue per available room (RevPAR), and average daily rate (ADR), and use data-driven insights to make informed decisions.
• Ensure compliance with health, safety, and sanitation regulations, as well as company policies and procedures, in all aspects of rooms division operations.
• Handle guest inquiries, requests, and complaints promptly and professionally, seeking resolutions to ensure guest satisfaction and loyalty.
• Stay informed about industry trends, best practices, and new technologies in rooms division operations, and implement improvements as appropriate.
• Make suggestions and recommendations regarding recruitment and selection of team members and participate in interview process of potential team members.
• Make suggestions and recommendations regarding the advancement and promotion of team members.
• Make suggestions and recommendations regarding recognition and reward programs, safety management, performance evaluations, and team member relations.
• Assist with team member relations, including handling team member complaints and grievances and making recommendations and suggestions to GM and PS when necessary, regarding disciplinary action to be taken against a team member, up to and including termination.
• Monitor and supervise team members' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective team members, including taking and/or suggesting to the GM that disciplinary action be taken against a team member, up to and including termination.
• Ensure equipment and facilities are inspected, cleaned, and in proper operational conditions at all times.
• Manage, maintain, and adhere to the Hotel’s key/FOB policy requirements at all times.
• Maintain knowledge of correct maintenance and use of equipment.
• Maintain knowledge of and comply with all departmental policies, service procedures, and standards. This includes all laundry equipment.
• Access all functions of computer/software systems.
• Guide and direct team members to achieve established goals and objectives.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Cultivate collaborative, mutually supportive relationships with other departments and co-workers.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Follow Hotel policies with lost and found items.
• Cultivate the SCP Culture & Core Values by leading our team members to a deeper understanding of our brand. Encourage team member buy-in and reward team member ownership of the SCP Culture.
• Other duties as assigned.

Job Requirements

• Must be a United States citizen or possess a valid work permit.
• Must be able to read, write, and speak English. Fluency in other languages is beneficial.
• Must be able to accurately follow instructions, both verbally and written.
• Ability to work a flexible schedule that may include evenings, weekends, and holidays.
• Must be able to work in a fast-paced environment with urgency and empathy.
• Outstanding coordination and multi-tasking abilities.
• Professional in appearance and demeanor.
• Strong leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with guests, staff, and stakeholders.
• Thorough knowledge of rooms division operations, including reservations, guest services, housekeeping, and maintenance.
• Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality-specific software systems.
• Must have the ability to deal effectively and interact well with guests, vendors and team members.
• Must have the ability to resolve problems and/or conflicts diplomatically and tactfully.

Supervision

• Reports to the AGM.
• Supervises Rooms department staff.

Education and Experience

• Bachelor's degree in Hospitality Management, Business Administration, or related field. preferred.
• Minimum of 3-5 years of experience in rooms division management, with at least 1-2 years in a leadership role.

Working Conditions

• Must be able to stand and move freely about the property for the majority of the shift.
• Must be able to occasionally lift, carry, push & pull up to 50 lbs.
• Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally.
• Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis.
• Must be able to frequently handle objects and equipment to maintain the property.
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, heat).
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, heat).
• Must be able to work in variable room temperatures.
• Noise level is usually moderate