Director of Rooms

Job description

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world's most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

Desired profile

Qualifications :

JOB SUMMARY

· Responsible for: Front Office, Concierge, Guest Relations, Housekeeping and Butlers

· To ensure the professional and effective running of the day-to-day Rooms operation in accordance with all Luxury Collection Service Standards and in line with Marriott Hotels and Resorts policies and procedures from the point of efficient allocation, check in check out and problem resolution

· To participate at a hotel's Leadership team level and action the ideas from within

· To act as the face of the hotel in problem resolution and in the care of our VIP/Group contacts

· Responsible for short and long term planning and day-to-day operations of the rooms operation.

· Recommend budget and manage expenses and labour cost within approved budget constraints and forecast accordingly.

· Ensure that we meet agreed targets on GSS areas under his/her responsibility in addition to goals set on Starguest Response usage, SPG enrolment and CCS deadlines

CANDIDATE PROFILE

Education:

High school diploma required, additional hospitality training preferred.

Extensive Knowledge of Opera and familiarity with Internet/MS Office applications and related IT preferred.

Experience:

At least 2 years as Front Office Manager/ Rooms Division Manager in a 5 star hotel with a team of at least 10 direct reports, preferably from a city centre property

ESSENTIAL FUNCTIONS

· Ensure the operation of the Room operation is at all times to the highest possible standard with particular emphasis on grooming, courtesy, manners and friendliness.

· Together with direct reports, take a leading role in positively representing the company with guests, reinforcing a customer focused approach to hotel operations at all times – and harnessing Guest Experience Survery(GSS) data as a tool to measure success

· Ensure all Rooms operation quality standards are complied with and that policies and procedure are consistently applied. Provide guidance and support for the direct reports to maintain these standards

· Ensure that all written guest feedback is responded to within 24 hours of receipt.

· Set up and maintain a high level of personal service and guest recognition, with particular attention to VIP's and amenities.

· To undertake the preparation and execution of Capital projects

· To ensure projects are completed within budgetary and time constraints

· To negotiate or assist with suppliers for products, contracts and services and establish purchase agreements as required-ensuring the central purchasing are informed.

· To review standards for all décor, furniture and furnishings throughout the hotels and prepare future plans.

· Have thorough knowledge of Rooms operations and labour costs, equipment and to recommend equipment, changes and improvements within the department to the Hotel Manager

· Responsible for the hiring, training, and direction of new departmental leaders. Responsible for motivating Associates so that they can perform to the best of their abilities and setting an example by your own performance and enthusiasm

· Ensure the timely completion of performance appraisals and Engagement Survey action plan

· Conduct feedback meetings with direct reports to ensure continuous improvement of standards and conditions within the department.

· To play an active role in the GSS and LRA process and monitor and implementing action plans

· Identify opportunities for resources and implement best practices.

· To continuously spot check all hotel areas to ensure both the cleanliness and comfort of the hotel's guests are maintained and that all standards of amenities and touches are provided in rooms and public areas.

· Ensure effective channels of communication are in place maximising the opportunities of distributing the information available - and encouraging ideas and participation from all team members, through monthly team briefings, daily morning meetings and daily operations meetings

· Supply and co-ordinate effective training to enable all rooms Associates to carry out their duties as required. Ensure Training profiles are in place and kept up to date

· Participate as a member of the Hotels Fire and Emergency Team as required. When on duty lead the Fire Evacuation process.

SUPPORTIVE FUNCTIONS

· Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. Promote, nurture and maintain a harmonious team environment within the Rooms Division and working closely with the Chief Engineer, Security Manager and with all departments of the hotel.

· Establish and review policies and procedures for the Rooms Operations Department (manuals, safety & security procedures, job descriptions and other related documents) and to recommend action accordingly

· Assist the hotel in achieving Associate Engagement targets through good working practices and team liaison. Monitor Associates morale and turnover, proactively supporting the Engagement Survey process and ensuring action plans are established and followed up to address issues.

· Provide clear leadership for quality and Process Improvement initiatives aligned with business goals and objectives, maintaining close liaison and support for teams – specifically Operational Innovation

· Monitor and analyse customer feedback/data and where applicable act upon guest comments through the Guest Experience Index and In House data collection methods (e.g. Guest Questionnaire/comment cards)

· Actively solicit guest opinion by ensuring a strong lobby presence – meeting guests regularly, and spot check guest rooms to ensure standard of product is maintained.

· Ensure that the hotel maintains a competitive edge by identifying new product and service enhancements

· Carry out appraisals, encouraging 2 way feedback – and to utilise the opportunity to set goals and objectives ensuring all Associates are working to the same goals and objectives

· Actively lead and encourage participation in company approved Community Service Initiatives

· Work in conjunction with accounting to maintain and minimize levels of account receivables.

· Deputise for the Hotel Manager in her absence in Rooms-related matters

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

· Ability to write and converse freely in English is essential.

· Flexible, available to work any day of the week

· Good Problem Solving ability

· Opera knowledge essential, v5 preferable

· Preferably knowledge of SPG, Starguest, Quadriga and ADACO

· Proven ability to deal with complaints of a serious nature

· Proven ability to develop team members of Supervisory and Managerial levels

· Preferable, if from within Starwood and/or Marriott

· Proven ability to investigate and solve work related issues

· Proven ability to lead project teams

· Proven ability to develop systems, practices or processes that have driven guest experience/satisfaction

· Experience in disciplinary and performance management essential

· Previous experience within a City Centre property preferable

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.