Director of RoomsSUMMARYThe Director of Rooms is responsible for management and day-to-day effective operations for guest reception, guest services, concierge, reservations, and housekeeping; including profitable financial management, effective leadership, excellent customer service skills, telephone etiquette, and supervision of department requirements and standards. The Director of Rooms is accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service through the guests stay. The Director of Rooms is also responsible for communicating and developing department managers to ensure all developed standards are met on a consistent basis.
Previous experience and knowledge of hotel operations is required, along with the ability to be a team player. This position will often work outside the scope of normal duties and frequently interacts with guests, requiring the ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction. The Director of Rooms will be required to learn the hotel's life-safety systems and be prepared at all times for emergency situations. This is a salaried manager position, with schedules and number of hours worked dependent on hotel business levels. All positions may perform additional duties as assigned based on business needs that may be outside the scope of normal duties.
The ideal candidate will have proven results handling guest services and will be capable of problem solving quickly. This person must be exceedingly well organized, flexible, and enjoy the challenges of supporting an extensive operation. The ability to interact with Associates and guest alike, in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism, is crucial to this role. Expert level of written and verbal communication skills, strong decision making ability and attention to detail are equally important.
ESSENTIAL FUNCTIONSJob duties include, although are not limited to:
- Assist room division managers with the recruitment, training and development of all associates.
- Able to exercise coaching and counseling within Pendry's set policies.
- Ensure all Human Resource standards and procedures are met on a daily basis.
- Oversee departmental matters as they relate to federal, state and local employment, labor and civil rights laws.
- Interact frequently and positively with guests. Resolve problems/issues to the satisfaction of involved parties.
- Maintain constant communication with management and other departments to ensure guest service needs are met on a daily basis.
- Regularly move throughout the departments to visually monitor all elements (lighting, music, temperature), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness and take steps to ensure hotel quality and presentations are met at all times.
- Maintain/review profitability measures of departments with General Manager, while supporting overall hotel operations.
- Control payroll and equipment costs (minimizing loss).
- Ensure operational pars and back stock levels are maintained by calculating quarterly OSE inventory.
- Develop and implement cost saving and profit enhancing measures throughout the departments.
- Review daily revenues and labor reports and compare to monthly forecast/budgets.
- Review monthly P&L's with the General Manager and Department Managers and assist with monthly forecasting.
- Ability to work in the following systems: OPERA, LMS, TIMESAVER, ADP, HRM, BIRCHSTREET & HOTSOS.
QUALIFICATIONS - College degree preferred
- 5 to 10 years leadership experience in a luxury hotel
- Excellent driving record
- Exceptional guest recovery skills
- Enjoy interacting with people in a fast paced environment
- Excellent organizational and time management skills
- Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
- Must possess a positive attitude
- Must be willing to participate in a learning environment
- Must integrate company values throughout all interactions
- Must be able to quickly adapt to effectively using new software products
- Must be dependable and available to work within the hotel on weekends, nights and/or holidays based on business demands
PHYSICAL REQUIREMENTSMost work tasks are performed indoors. Position requires walking and giving direction most of the working day. Must be able to exert well-paced ability to maneuver between departments. Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
The pay scale for the Director of Rooms ranges from $132,000.00 to $163,000.00. The pay scale is the base salary range, exclusive of incentive pay such as commissions, piece rates, gratuities, and the like, that Montage reasonably expects to pay for the position. Please let us know if you have any questions.
