Director of Rooms (Open for Local candidate)

JOB SUMMARY&13;
Functions as the strategic business leader of the property&039;s Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property- wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.
CORE WORK ACTIVITIES
Leading Rooms Team
• Monitors and promotes room rates, specials, and promotions at the residence.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Champions the brand’s service vision for product and service delivery.
Managing Profitability
• Analyzes service issues and identifies trends.
• Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews and audits expenses.
Managing Revenue Goals
• Monitors Rooms operations sales performance against budget.
• Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Ensuring and Providing Exceptional Customer Service
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
• Responds to and handles guest problems and complaints.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Ensures that employees understand expectations and parameters for Room duties.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Uses personal judgment and expertise to enhance the customer experience.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
Managing and Conducting Human Resources Activities
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Identifies talents of direct reports and their teams, and assists with their growth and development plans.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre- shift briefings, staff meetings).
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow- up actions to team as necessary.
• Fosters employee commitment to providing excellent service, participates in daily stand- up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Ensures employees are treated fairly and equitably.
• Interviews and hires employees.

Guest- oriented
Ability to pay attention to details
Computational ability
10 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
Good organising skills
Good planning skills
Ability to take initiative and be proactive
Good at English and Vietnamese (Writing and speaking)
2- year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major

A lot of opportunities for training, development and internal promotion
Full salary and service charge in probation time, 24 hours insurance
Great discount on room rate and F&B for associates, family and friends

Cập nhật gần nhất lúc: 2025-11-18 14:05:03