Job description
JOB TITLE: Director of Rooms
REPORTS TO: Managing Director
OVERSEES: Director of Housekeeping, Assistant Front Office Manager, Head Concierge
POSITION SCOPE:
Reports to Managing Director and assists in meeting or exceeding expectations of luxury four plus five star service to Townsend Hotel guests by overseeing all Rooms Operations (Housekeeping, Front Office, Concierge and Guest Services). Act as the Manager-On-Duty for the hotel in the absence of the Managing Director, dealing with all issues that may arise. Is guided by
The Townsend Basics
PRIMARY RESPONSIBILITIES:
Front Office – 60%
- To represent the Rooms function on the hotel's Executive Committee.
- Yield Management - To ensure that each revenue generating department (e.g. Rooms, Guest Services, Guest Laundry) is operated in line with maximizing revenues and profit through upselling, pricing activities and proper yield management.
- An active member of the Yield management team, weekly meetings, and decisions.
- Staff – Hiring, training, coaching, discipline, performance appraisals
- Decision maker for the final selection of employees in the hiring process.
- Complete performance appraisal for FOM and assist with appraisals for Front Office managers and supervisors.
- Actively involved with the decision for performance documentations.
- Work with FOM to coach employees in guest service skills/standards
- Assist with any escalated issues the Front Office Manager needs to resolve.
- Operations – Oversee FOM to ensure expectations daily/weekly operations of details for group and transient business is met and exceeded.
Housekeeping – 40%
Focused in the areas of the Customer Experience, Leadership, Inspection, Safety and Security, Maintenance and Cost Control
- Planning and foreseeing – Budget, P& L, and GL.
- Complete the annual room’s division budget for all expenses including labor.
- Analyze monthly P&L and GL, ensuring expenses are in line with fluctuation of occupancy %
- Purchasing – Decision making of the quality and quantity of product according to cash in hand.
- Negotiations – product and service contract negotiations and maintenance.
- Analysis and consolidation of linen inventory, monthly inventories, labor analysis, products analysis and price comparisons and quotations.
- Product research – New, unique products to enhance guest stay or better pricing.
- Minibar – overseeing operations, analysis of consumption, maintenance and upgrades.
- Laundry – oversee the process, chemicals, equipment and labor to maintain quality laundering.
- Staff – Hiring, training, coaching, discipline, performance reviews.
- Developing and planning new policies, procedures, projects and oversee implementation.
- Generate positive attitude and motivate, support and guide individuals as well as the whole team of Housekeeping.
- Be able to suggest new ideas, thoughts and values to build a sustainable and strong department.
JOB SPECIFICATIONS:
Physical Demands: Must be able to see computer screens, data reports, and other documents. Must be able to hear well enough to communicate with co-workers, associates and customers, and attend meetings. Requires walking, standing, and sitting for extended periods of time. Must have free movement of hands for typing and lifting. Must be able to life 20+ pounds infrequently.
Environmental Conditions: Inside 95% of working time. Protection from weather changes, but not necessarily from temperature changes. May be requires to assist guests outside of the hotel, but, not off hotel property.
Essential Skills: Requires knowledge of the hotel business policies, procedures and services. Must possess the ability to communicate positively with guests and co-workers. Must be able to work with differing computer software, including but not limited to: Microsoft Excel, Microsoft Word and Opera/Opera Cloud Hotel property management systems. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Must be able to professionally represent the hotel.
Education/Vocational Preparation: Several years of experience in luxury hotel hospitality or industry equivalent preferred
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