Director of Rooms - Charlestowne Hotels

The Director of Rooms is directly responsible for the successful operation and administration of the Front Office, Guest Services, and Housekeeping departments. The Director of Rooms will oversee the overall guest experience and financial accuracy of the Hotel to include supervision, training, coaching, motivation, and policy implementation. The Director of Rooms must ensure an awareness of all departments throughout the Hotel; ensuring a consistent focus on providing an exceptional experience to every guest while maximizing department profitability at the same time. The Director of Rooms must ensure that all Hotel operations are carried out professionally. The Director of Rooms should participate in community events and represent the hotel in a positive manner. The Director of Rooms will help the General Manager achieve desired outcomes by planning, implementing, and controlling effective strategies that drive results and through the creation, development and maintenance of a competent, motivated, and empowered hotel staff.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

PRIMARY RESPONSIBILITIES

• Work collaboratively with managers and supervisors to continually enhance and advance the hotel's goals and operations
• Establish consistent operating procedures and ensure they are consistently followed and that the highest guest service is delivered with each interaction
• Ensure the operations staff, supervisors and management are properly trained to standards and establish a productive, positive, and safe work environment
• Responsible for the appropriate scheduling of hotel staff to ensure guest needs and meet expected productivity guidelines
• Participate in Hotel revenue management and sales strategies to include daily business review
• Conduct daily stand-up meetings with management/staff to ensure employees are informed
• Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis
• Ensure that an accurate inventory is completed for housekeeping and front office amenities and supplies, standard guest room items, and linen
• Work with the engineering team to ensure that all guest rooms are in good working order and are part of an effective preventative maintenance program
• Keep abreast of the competition, local events, and hospitality trends
• Maintain a flexible schedule that can work any shift and assist with staff coverage in the instance of call-offs
• Respond to all guest inquiries, reviews, and concerns
• Assist in the development of the annual marketing plan & budget by developing strategies to increase occupancy and revenue
• Ensure that all employees consistently comply with all Fire Department Safety codes and OSHA guidelines

GUEST SERVICE & SATISFACTION

• Responsible for Guest Service scores, review the scores with the staff, site areas for improvement, and create incentives for hotel staff
• Handle guest feedback and special requests, resolve any guest issue, and respond to guest reviews
• Demonstrate a commitment to servicing the guest and takes initiative to speak to all guests
• Show personal control by maintaining a positive attitude, and staying calm and patient in all situations

JOB REQUIREMENTS

• College degree and three years of related experience in hotel operations
• Strong verbal and written communication skills
• Significant attention to detail
• Strong understanding of hotel profitability and budget process
• Computer skills required – experience with Hotel information systems preferred
• Construction experience recommended; however, not required

PI256502469