Director of Rooms

Job description

Job Description

Primary Responsibilities

Front Office Operation

·  Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues
·  Check that all Front Office employees report to work punctually and are well groomed before each of their shift
·  Conduct daily briefings and ensure that all pertinent information is well received by team members
·  Communicate all log entries by Duty Managers to ensure that all issues and concerns raised are closed with thorough follow up actions
·  Ensure the efficient and effective operation of the Front Office and that departmental standards and procedures set out are strictly adhered to
·  Liaise with Reservations Department in a high house situation and recommend actions to be taken. Check on closed-out dates to ensure efforts are made to achieve 100% occupancy with the highest yield possible
·  Coordinate full house situations and makes all necessary arrangements to handle overbooking and pledge relocates
·  Liaise with Finance Department to ensure that credit procedures are properly carried out
·  Analyze market trend, review rooming list and motivate Front Office employees to up-sell rooms with the view of achieving higher yield and increasing revenue
·  Coordinate and monitor major group movements for meetings and conferences, and ensure that action plans cover all areas of operations handling
·  Makes courtesy calls to VIPS, long stay and corporate guest to obtain feedback and pro-act to handle any lapses in service standards
·  Handle all guest correspondences and ensure prompt follow-ups
·  Manage daily room inventory and coordinate with Housekeeping to ensure requested rooms are cleaned according to arrival times

Team Management

·  Interview, select and recruit Front Office employees
·  Identify and develop team members with potential
·  Conduct performance review with the team
·  Constantly monitor team members’ appearance, attitude and degree of professionalism
·  Prepare detailed induction programs for new employees
·  Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
·  Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
·  Prepare payroll and gratuity reports
·  Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

·  Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
·  Be well versed in hotel fire & life safety/emergency procedures
·  Attend all briefings, meetings and trainings as assigned by management
·  Report for duty on time wearing clean and complete uniform at all times
·  Maintain a high standard of personal appearance and hygiene at all times
·  Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

Qualifications

Knowledge and Experience

·  Diploma in Tourism & Hospitality Management
·  Minimum 3 years of relevant experience in a similar capacity
·  Excellent reading, writing and oral proficiency in English language
·  Ability to speak other languages and basic understanding of local languages will be an advantage
·  Good working knowledge of MS Excel, Word, & PowerPoint

Competencies

·  Strong leadership, interpersonal and training skills
·  Good communication and customer contact skills
·  Results and service oriented with an eye for details
·  Ability to multi-task, work well in stressful & high-pressure situations
·  A team player & builder
·  A motivator & self-starter
·  Well-presented and professionally groomed at all times