Director of Rooms

JOB SUMMARY

The Rooms Director ensures the smooth operation of Hotel Transportation, Housekeeping, Front Office, and Night Audit. The Rooms Director provides guests with quality service, maximum productivity, and room revenue. The Rooms Director coordinates the administrative and organizational functions and makes sure that they comply with the operational standards. It falls within the scope of their responsibility to create a monthly reporting system for monitoring. The Rooms Director also provides solutions for the improvement of the problem areas within their scope of responsibilities.

ESSENTIAL JOB FUNCTIONS 

This description is a summary of primary responsibilities and qualifications.  The job description is not intended to include all duties or qualifications that may be required now or in the future.  The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Business Results

• Implements and manages Front Office Operations to include Front Desk, Housekeeping, Guest Services, and Night Audit. Processes include goal communication, staff member improvement, and compliance with Hotel standards of product and performance, service recovery, and problem prevention.  Disseminates feedback from Guest Service comments, guest satisfaction surveys, and Manager on Duty Logs. Communicates effectively both verbally and in writing to provide clear direction to staff.   Assigns and instructs all direct reports in the details of work.  Observe performance and encourage improvement.  Monitors hotel traffic and makes staffing adjustments accordingly.   Supervises and reviews costs and inventory.
• Field guests’ complaints, conducting thorough research to develop the most effective solutions, and negotiating results. Prepares written correspondence to customers.  Listens and extends assistance to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert, especially during emergencies and heavy Hotel activity.  Plans and implements detailed steps by using experienced judgment and discretion.  Prepares and presents Group information for property reviews with owner representatives and corporate executives. 
• Supervises the budgeting, forecasting, training, motivating, and staffing of the Rooms Department and Housekeeping Department.
• Prepares Forecast expenses and actual results for the Rooms and Housekeeping Department's revenue and expenses.  Reviews Security and Manager on Duty log daily for significant incidents, reports to the General Manager, and coordinates with department heads on all enforcement of policy and/or improvements in service needed.
• Works closely with the General Manager in establishing and monitoring policies and guidance in the day-to-day operation of the Front Office and Housekeeping department to ensure profitability and consistency.  Solves through initiative and reasoned judgments that come up in the course of the work.
• Plans, organizes, chairs, attends, and/or participates in various Hotel meetings such as Staff Meetings, Front Office Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
• Assures proper sanitation and cleanliness throughout the property, including guest rooms, public areas, housekeeping areas, and Front Office areas. Ensures all Hilton Clean Stay initiatives, OSHA, and CDC requirements are followed and maintained. Manages and inspects all areas daily to make certain they are maintained in a clean and safe condition.
• Handles and responds to guest concerns and requests promptly. Ensures the accuracy and attainment of all guest interaction logs, such as guest complaints, requests, lost and found, maintenance orders, etc. for excellent quality control and follow-through.
• Ensures all accounting procedures are followed. Ensures proper ordering and approvals of invoice guidelines are followed.
• Ensures all inventories are properly conducted and promptly.

Leadership

…applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

• Demonstrates commitment to Westmont Hospitality operating principles and philosophies.
• Holds self and others accountable for achieving results.
• Address conflicts promptly.
• Contributes to team results.
• Deals with change effectively.
• Makes decisions, including team members/team, and commits to a course of action with available information.

Building Relationships

…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives.  In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Conducts one-on-one meetings with Direct Reports to ensure their ongoing development.
• Maintains open channels of communication for all levels (line team members through the General Manager/HR Director and monitors team member relations.
• Aids in establishing a positive relationship between Hotel Corporation and property owners 
• Ensures all required licenses, permits, contracts, insurance, and inspections are in proper order, with the assistance of GM and Controller.
• Ensures the prompt and proper submission of all corporate, divisional, and governmental reports required.
• Surveys and performs property inspections daily by visually identifying areas of the Hotel for needed improvements such as guests’ rooms, public areas, and restaurants.
• Due to the nature of the business, the individual may be required to do other duties and special projects as assigned by the supervisor.

Generating Talent

….Proactively identifies and develops talent within the organization

• Hires the best people available from inside and outside.  Hires for talent, diversity, and balance of skills. Supports Hotel’s interviewing tools to ensure hiring decisions are based on the candidate’s job-related talent, skills, and competencies.  Maintains succession planning.
• Develops, implements, and maintains departmental orientation and training certification programs for employees to receive the appropriate new hire training to successfully perform their jobs.
• Uses all available on-the-job training tools for team members; implements and manages training initiatives and conducts training when appropriate; ensures self and direct reports have completed appropriate Hilton University training classes.
• Manages team members' progressive discipline procedures for areas of responsibility.  Ensures hotel policies are administered fairly and consistently.   Ensures disciplinary procedures and documentation are completed according to the Team Member Handbook. 
• Ensures regular ongoing communication is happening in all areas of responsibility to create awareness of business objectives, communicate expectations, recognize performance, and produce desired business results. Establishes and maintains open, collaborative relationships with team members and ensures that team members do the same within the team.
• Actively solicits feedback, utilizes an “open door” policy, and reviews Team Member satisfaction results (AOS) to identify and address Team problems and concerns.  Ensures team members are treated fairly and equitably.   Constantly strives to improve team member retention.  Bring issues to the attention of GM and Human Resources as necessary.
• Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility.  Maintains an ongoing team member recognition program.

Experience  

• Bilingual English and Spanish Highly Preferred
• Hotel Experience Highly Preferred
• Hilton Experience Highly Preferred
• Full-Service Hotel Experience is highly preferred
• Bachelor’s degree and/or related work experience relating to directing the Front Office and Housekeeping Department
• Minimum of three years of director experience
• Requires proven managerial skills as the position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability, and the planning, organization development, and coordination of large-scale work projects (i.e., renovation projects)
• Strong customer service, both internal/external
• Confident leadership
• Problem-solving and conflict-resolution skills
• Follow up and follow through
• Experience with Hotel PMS. Microsoft Office and basic computer skills
• Requires effective communication skills, including active listening, verbal, and written communications

These physical demands represent the physical requirements necessary for an employee to successfully perform the essential functions of the position. Reasonable accommodations can be made to enable individuals with disabilities to perform the described essential functions of the position.

• The position may require lifting to 50 lbs. (supplies, furniture, etc.) occasionally
• Position requires walking/standing, feeling, seeing, sitting, bending, and reaching

EOE/AA/M/F/Vet Disabilities