Director of Rooms Operations

Job Description

Job Description

This position directs and coordinates the day-to-day operations related to Valet, Shuttles, Front Desk, Housekeeping, Recreation, Spa and Security and is responsible for the overall operating performance, guest satisfaction, and financial results for these departments. Assists in the budgeting process with revenues, expenses and labor and manages it throughout the year.

Essential Functions:

• Works closely with the Leadership Committee members to meet all financial, service, and employee relation goals. Communicates effectively with the Leadership Team.
• Assists in development, recommendations, implementing and managing the annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations.
• Responsible for guest satisfaction within the areas listed above, and setting goals to achieve specific objectives.
• Implement company programs, develop local programs and procedures and manage the group's operations, ensuring compliance with SOPs, safety regulations, and all other federal, state, and local laws and regulations to ensure optimal levels of quality service and customer satisfaction.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Maintain compliance with emergency procedures and training through the management of the Security team to ensure appropriate protection for the resort guests, staff, and company assets, including driving the Accident Prevention Program to minimize liabilities and related expenses.
• Manage the maintenance/sanitation of the front and back of the house to protect the assets, comply with regulations and ensure quality service and customer satisfaction.
• Works with managers to establish staffing requirements for all departments within the Rooms Division.
• Assists Rooms Leaders in developing, approving, and maintaining compliance with all policies and procedures for the successful operation of the Rooms Division.
• Provides direction, coaching, and leadership for Leaders and Team Members; Ensures leadership teams follow recruitment and hiring policies per resort policies, including final interview and selection, training, and performance reviews according to Streamsong standards.
• Assigns areas of responsibility for each Leader, communicating expectations and following up on a regular basis during one-on-one conversations; appraises, coaches, counsels and disciplines Leaders to retrain personnel as needed to ensure superior levels of performance and retain staff.
• Evaluate individual employee performance, determine areas needing improvement or requirements for advancement, and establish goals, objectives, and training needs required to achieve the same in Rooms area.
• Conducts departmental meetings as required to communicate effectively with department managers to keep them current on pertinent resort information and activities.
• Actively participate and promote staff involvement in community and service projects through supported programs.
• Plans, executes, and follows up with new company initiatives.
• Ensures dress code standards are 100% compliant for all Leaders and associates;
• Demonstrate and promote teamwork among all management and staff. Promote and ensure a clean and safe work environment. Support all resort programs and initiatives.
• Management, inventory control, and pricing approvals all Rooms Division purchase requisitions to ensure operational costs are kept within forecasted budgetary guidelines.
• Other duties as assigned.

Non-Essential Functions:

• Be genuine, helpful, and friendly to guests, management, and employees, supporting the TRUE Service culture and passion of the resort at all times.
• Notify Assistant General Manager promptly and thoroughly of all appropriate problems or unusual matters.
• Attend all appropriate resort meetings and training sessions.
• Execute emergency procedures in accordance with resort standards
• Comply with all safety regulations and procedures
• Comply with all resort policies, standards, and rules
• Remain current on all resort information and changes
• Perform special projects and other responsibilities as assigned

Knowledge and Skills:

Education: A four-year college degree in hospitality or equivalent education/experience.

Experience: 4-8 years of employment in a related position with this company or similar Hotel/Resort Operations.

Skills and Abilities:

• Requires advanced knowledge of the hospitality and business management fields, considerable working knowledge of other major resort areas, and the skill to integrate and communicate that information.
• Studying, analyzing, and interpreting complex activities or information is required to improve practices or develop new approaches.
• Ability to make decisions with only general policies and procedures for guidance and keeping the General Manager informed of general direction.
• Requires highly developed communication skills to frequently negotiate, convince, sell and influence other managerial personnel, resort guests, and/or corporate clients.
• Proven ability to develop and maintain effective operating and control processes designed to attain maximum operational efficiency while ensuring exceptional guest service.
• Requires excellent planning, effective management, leadership, organizational, guest services and communication skills.
• Proven track record in the resort industry demonstrating achievement of outstanding profit and guest service-related goals.
• Able to work a flexible schedule, including nights, weekends and holidays.
• Experience with budgets, P&L, and financial statements

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KemperSports Management is an Equal Opportunity Employer.

KemperSports Management participates in E-Verify with the Department of Homeland Security.