Director of Rooms

Job description

Responsible for Front Office, Housekeeping and Spa. To ensure the smooth and efficient running of all operational aspects of the Rooms Division and Security, and to ensure that the various departments are run according to the standards set for the brand in general and the hotel specifically.

Desired profile

Qualifications :

Main Duties:

Administration

· Ensures that the Rooms activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.

· Represents the Rooms function on the hotel's Leadership Committee.

· Oversees the preparation and updates of individual Departmental Operations Manuals.

· Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

· Ensures that guest history files are maintained and utilized.

Customer Service

• Ensures that all associates deliver the brand promise and provide exceptional guest service at all times.

• Ensures that associates also provide excellent service to internal customers in other departments as appropriate.

• Spends time in public areas observing associate-guest interaction and talking with guests, working through Heads of Department to coach associates in guest service skills as necessary.

• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

• Maintains positive guest and colleague interactions with good working relationships.

Financial

• Maximises associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

• Ensures that each revenue generating department (e.g. Rooms, Telephone, Transportation and Guest Laundry) is operated in line with maximising revenues and profit through upselling, pricing activities and proper yield management, while delivering on the brand promise.

• Ensures that each cost centre operates with the lowest possible cost structure while also delivering on the brand promise to the guest.

• Coordinates the preparation of the Annual Business Plan for Rooms.

• Strategically analyses business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.

• Proactively manages costs based on key performance indicators, working through the respective Heads of Department as appropriate.

• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Marketing

• Prepare, utilises and updates an Annual Marketing Plan, broken down as necessary by division and/or department.

• Constantly evaluates local, national and international market trends, vendors and other hotel operations to make sure that the hotel's own operations remain competitive and cutting edge.

• Encourages Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business.

• Actively participates in weekly yield and revenue management meetings, oversees the appropriate pricing structures to maximise yield and overall profits.

• Entertains frequent and potential customers, in liaison with the Marketing Department.

Operational

• Oversees the Rooms experience from check-in to check-out for all guests, working through each Head of Department to ensure a seamlessly perfect guest experience and make adjustments where necessary.

• Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.

• Meets and greets regular and VIP guests as appropriate, ensures the proper handling of all of their reservations, room assignments and check-in experience.

• Ensures the implementation of the hotel's Guest Recognition Programme.

• Regularly inspects rooms and other Rooms and Security areas to ensure that the set standards are being maintained.

• Works with the Engineering Department to maintain guest rooms and the public areas to the highest standard.

• Feedback the results of the Consumer Audit and to ensure that the relevant changes are implemented.

• Works closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

Personnel

• Oversees and assists in the recruitment and selection of all Rooms associates. Ensures that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their associates.

• Oversees the punctuality and appearance of all Rooms associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.

• Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

• Conducts annual Performance Development Discussions with Heads of Department and supports them in their professional development goals. Ensures that they in turn conduct annual Performance Development Discussions with their associates.

• Ensures that each Head of Department plans and implements effective training programmes for their associates in coordination with the Learning and Development Manager and their Departmental Trainers.

• Encourages associates to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

• Supports the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.

• Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.

• Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

• Feedback the results of the Colleagues Experience Survey and to ensure that the relevant changes are implemented.

Other Duties

• Attends and contributes to all Meetings as required.

• Is knowledgeable in statutory legislation in associate and industrial relations.

• Ensures high standards of personal presentation and grooming.

• Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.

• Maintains strong, professional relationships with the relevant representatives from competitor hotels and other organisations, especially travel agencies, local business groups and airlines.

• Responds to changes in the Rooms and Security function as dictated by the industry, company and hotel.

• Reads the hotel's Associate Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.

• Carries out any other reasonable duties and responsibilities as assigned.

• Must remain motivated, competitive and accountable and posses a solid understanding of current industry trends both local and international.