Job Summary
Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals. Position is responsible for short and long-term planning and day-to-day operations of the room and related areas. Recommends the area's budget and manages expenses within approved budget constraints. The major areas of responsibility/management include: the front office, guest services, housekeeping, and security.
Duties & Functions
• Direct and administer Rooms Division operations to include, but not limited to daily operations, guest service standards and initiatives, product quality, inventory management and cost controls, merchandising and marketing, systems use management, budgeting and forecasting, department management and meeting participation and facilitation
• Promote unity and teamwork throughout all operational departments.
• Ensures all service standards are met and adhered to and facilitates consistent quality of service to exceed guest expectations.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Assist with all guest disputes and work with guests to find an equitable solution for their problems.
• Manage operational teams to maximize the guest experience, exceed expectations and efficiently complete daily departmental objectives.
• Adheres to staffing and budget guidelines and monthly planning.
• Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Ensures that the overall operation of the rooms division is completed daily.
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
• Works closely with housekeeping and engineering to ensure property is maintained.
• Hiring, motivating and training of staff.
• Communicate with guests in a professional, courteous and helpful manner.
• Maintains a professional appearance and attitude at all times.
• Manage the human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Supervises performance, attendance, appearance and conduct of staff.
• Other duties as assigned
