Hotel Innkeeper

Director Of RoomsHighgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America. With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value. With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.Located in the heart of downtown Providence, Rhode Island, the 294-room Graduate Providence is a landmark hotel with an illustrious past. Designed by the celebrated firm Warren and Wetmore, the architects behind New York City's Grand Central Station, the hotel debuted to widespread acclaim in 1922 and quickly became the tourist and social center of Providence. Today, deeply woven within the city's fabric and culture and beloved by generations of guests, the Graduate Providence is an authentic Providence tradition. The Graduate Providence is a member of the Historic Hotels of America.The Director of Rooms is responsible for ensuring the operation of Guest Services, Uniformed Services, Housekeeping, Laundry, Security, Communications and Reservations in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Motivate, coach, counsel and discipline all Rooms Division personnel according to hotel standards.Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts. Develop employee morale and ensure training of Rooms Division personnel.Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.Ensure sign off of all Service Standards by Position competencies for Rooms division managers. Monitor completion of the Service Standards by Position Training Checklists for hourly staff.Ensure compliance to Standard of the Week training, using the steps to effective training according to Highgate Hotel standards.Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.Monitor and support the corporate Guest Recognition Program.Monitor and ensure compliance with SOP's in Rooms and Loss Prevention.Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc.Conduct weekly Rooms Division meeting, including a monthly financial review.Perform Rooms Managers' performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.Monitor proper operation of the P.Operate pagers and radios efficiently and professionally in communicating with hotel staff.Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.At least 6 years of progressive experience in a hotel or a related field; Previous management experience required.Must be proficient in Windows, Company approved spreadsheets and word processing.Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.Attend all hotel required meetings and trainings.Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.Maintain high standards of personal appearance and grooming, including wearing nametags.Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.Must be able to understand and evaluate complex information, data, etc. Perform other duties as requested by management.