DIRECTOR OF ROOMS
Reports to the General Manager, position is exempt

WHAT'S IN IT FOR YOU

• $85,000-$95,000 Annual Salary Range
• Flex Time Off
• Performance Based Incentive Plan
• Medical, Dental, Vision, and Pet Insurance
• Employer Paid Basic Life and AD&D
• Discounted pet insurance available through ASPCA
• 401(k) Retirement Plan with employer match
• Strong sense of belonging through diversity, equity, and inclusion

Interested? Please read on...

WHO YOU ARE
You are humble and understand the need to work side by side with others. You take feedback seriously to make things better. It is quite natural for you to walk into a hotel and want to fluff every pillow you see, judge the level of cleanliness and ask the front desk what type of system they are using. You get excited when amenity packaging is on point or when you hear a guest service story created by an employee's intuition. You can also strip a bed as fast as the best housekeeper. Your career experience is eclectic and dynamic. You take great pride in having worked your way through a variety of rooms division department head roles. You have a special place in your heart for the people and teams you have worked with and developed throughout your career. You get excited for customer service skills training and know that success comes through collaboration and teamwork. You are comfortable with casual sophistication and realize the concept of luxury has evolved to be approachable, not stuffy or cookie-cutter.

THE ROLE
The Director of Rooms reports to the General Manager. It is critical the person in this role possess a diverse knowledge of Rooms Division operations and is willing to dive into the day-to-day operation, while balancing and directing the long-term goals of the hotel. All leaders of Aparium are required to work hand in hand with their teams. We are a young company that is in hyper-growth, so having the ability to be a soldier is as critical as being a general. The Director of Rooms will support and lead the Rooms Division (i.e. Guest Services, Housekeeping, Security and Valet departments), ensuring innovative guest experiences, the delivery of outstanding guest service and the crafting of a dynamic team. The Director of Room's presence should be as regular in the lobby and floors as it is in their office.

The Director of Rooms will also actively develop trusting and transparent relations with their peers on the Executive Committee, the managers who report to them and the associates of the hotel. As a leader within Aparium Hotel Group, they will work with a phenomenal group of peers who will insist that they are collaborative, humble, experienced and open-minded. No egos are allowed.

WHAT YOU WILL DO

• Uphold and model the company's principles of People, Place and Character, ensuring that self and team model and drive collaboration, intuitive service and translocal hospitality
• Actively participant in the interviewing, hiring, training, scheduling, coaching, and motivating of Rooms Division associates to create an environment that nurtures ideas and develops future talent for succession planning
• Demonstrate a passion and aptitude for all aspects of a guest's experience, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• Serve as the shepherd of all on-property experiences, fostering the ability to uncover the details that will add a memorable special touch for guests and associates
• Participate in and/or leads daily briefings, weekly Rooms leadership meetings and monthly departmental staff meetings to further develop ideas and objectives within the Rooms Division team
• Model an approachable, collaborative style where helpful feedback and strategic thinking is used to remedy any previously missed opportunities
• Work with Rooms Division managers to assign associates activities for the day
• Partnering with Rooms Division managers to check in on their teams' accomplishments, ensuring standards are achieved and associates feel supported and motivated to meet and exceed guest needs
• Observe conditions of all physical facilities and equipment in the hotel operation, working in collaboration with Rooms Division management, Facilities management and any third-party vendors to establish detailed cleaning and preventative maintenance programs to ensure the appearance and life of all furniture, fixtures and equipment throughout the hotel is maximized
• Lead all matters related to the safety, security, satisfaction and well-being of hotel guests and associates, responding swiftly and effectively in any hotel emergency of safety situation
• Be fluent in operational metrics, KPI's and P&L's, demonstrating critical thinking skills by connecting with those with operational observations
• Provide coaching and corrective action that targets root causes of issues and the highest priorities in the Rooms Division operation
• Participate in all Executive Committee meetings to provide thoughtful and insightful suggestions and feedback in order to give a voice to the Rooms Division at the highest leadership level
• Work directly with outside contracted companies to ensure quality and timeliness of work, developing long term partnerships
• Champion Aparium divisional and hotel wide initiatives and best practices by ensuring time is taken to effectively communicate and/or train on the purpose of each initiative
• Communicate regularly with the General Manager to provide updates and align on priorities, discussing plans and making requests for any additional resources to support the operations
• Any additional tasks and responsibilities as requested by the General Manager in support of a successful operation

HOW YOU WILL LEAD

• Embody leading by example by working directly with each member of your team, being willing to coach and counsel with gentle correction and purposeful feedback
• Openly collaborate with all departments in the hotel to provide an exemplary guest experience, being comfortable in discussing ideas before implementing a decision that will impact operations property-wide, as the hotel cannot function successfully in silos
• Be respectful in your daily interactions with the GM, your direct reports, your peers, guests and vendors, being an example of the utmost professionalism and a pillar in your community
• Demonstrate your skills of being highly analytical in thought and recommendations, without acting like the smartest person in the room
• Continually seek out the facts when making decisions; expressing a point of view without it being ego-driven
• Display adaptable interpersonal skills, being able to engage others in general conversation to build rapport quickly, while also being able to adapt communication and presentation styles to engage a wide range of audiences and stakeholders
• Approach fact finding and discovery missions in a collaborative way; valuing input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation
• Be passionate in driving results, effectively collaborating with others to do so, garnering their support through influence, not by leaning on the title
• Be comfortable in being a "general" in identifying strategic needs, yet maintain the ability to be a "soldier" to ensure the implementation of a strategic plan is implemented
• Prioritize and organize your own work; when necessary, working flexible or extended hours to support needs within the Rooms Division

WHAT YOU WILL NEED

• Passion for the People, Place and Culture of our community
• A love for guest service is required
• An ability to demonstrate resiliency, optimism, creative thinking and composure under pressure
• A minimum of (5) five years experience in customer service management, ideally within an upscale, lifestyle or luxury hospitality product
• Adaptable interpersonal skills to communicate and address all associate levels of the hotel effectively
• Professional reading, writing and verbal proficiency in the English language, conversational Spanish is a plus, but not required
• Intermediate skills in Microsoft Excel, Word and PowerPoint to create spreadsheets, proposals and presentations
• Experience utilizing property management systems
• Due to the cyclical nature of the hotel industry, the ability to work varying schedules to reflect the business needs of the hotel is required

Pay Range: $85,000 - $95,000 per year