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About the Role

The Director of Rooms is responsible for overseeing Guest Services, Concierge, Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations. This role focuses on delivering exceptional guest service, maximizing room revenue, and developing staff.

Responsibilities

• Ensure attentive, friendly, helpful, and courteous service to guests, managers, and employees.
• Respond to guest requests, problems, complaints, and/or accidents efficiently and courteously, ensuring guest satisfaction.
• Motivate, coach, counsel, and discipline Rooms Division personnel according to hotel standards.
• Conduct interviews and follow hiring procedures, supporting Human Resources with recruiting efforts.
• Develop employee morale and ensure training for Rooms Division personnel.
• Maintain professional working relationships and open communication with management and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Ensure Service Standards by Position competencies are signed off for managers and monitor completion for hourly staff.
• Monitor oversold dates to maximize rooms revenue.
• Conduct daily tours of operating departments, greeting employees and soliciting feedback.
• Ensure compliance with Standard of the Week training.
• Maximize room revenue and occupancy by reviewing status daily, analyzing rate variance, monitoring credit reports, and observing house count.
• Attend daily and monthly Rooms Merchandizing meetings.
• Complete the monthly reforecast.
• Monitor and support the corporate Guest Recognition Program.
• Monitor expenses to ensure control and maximize profit.
• Ensure compliance with SOP’s in Rooms and Loss Prevention.
• Conduct walk-throughs of public areas and guestrooms to ensure cleanliness and maintenance standards.
• Coordinate major projects such as renovations and capital expenditures.
• Conduct weekly Rooms Division meetings, including a monthly financial review.
• Perform Rooms Managers’ performance reviews and ensure managers comply with standards in their reviews of employees.
• Monitor labor expenses through schedule approval and ensure budgeted productivity.
• Prepare department heads for succession through development.
• Prepare the Rooms Division annual budget.
• Participate in the M.O.D. program as scheduled.
• Operate all aspects of the Front Office computer system.
• Monitor proper operation of the P.B.X. console and ensure employees maintain S.O.P.'s.
• Assist in preparation of revenue and occupancy forecasting.
• Carry a pager at all times and operate pagers and radios professionally.
• Coordinate the implementation of the Viceroy Hotel Group philosophy of service.
• Be knowledgeable of corporate marketing programs and ensure staff understanding and implementation.
• Monitor all V.I.P.'s, special guests, and requests.
• Ensure overall guest satisfaction.
• Maintain a warm and friendly demeanor at all times.

Requirements

• At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
• Previous management experience required.
• Proficient in Windows, company-approved spreadsheets, and word processing.
• Ability to work long hours sometimes.
• Ability to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Effective verbal and written communication skills with all levels of employees and guests.
• Effective listening, understanding, and clarifying skills for employee and guest concerns.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Viceroy Hotel Group Standards.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Viceroy Hotel Group Standards and regulations.
• Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.
• Effective problem-solving skills, including anticipating, preventing, identifying, and solving problems.
• Ability to understand and evaluate complex information from various sources.
• Ability to maintain confidentiality of information.
• Perform other duties as requested by management.

Skills

• Front Office computer system operation
• P.B.X. console operation
• Guest Recognition Program support
• Expense control
• Loss Prevention
• Renovation coordination
• Budget preparation
• Forecasting
• Communication
• Multitasking
• Problem-solving
• Team development

Location

• Los Cabos
• Santa Monica
• Chicago
• Riviera Maya
• Kopaonik
• Snowmass
• Washington D.C.
• St. Lucia
• Algarve, Portugal
• Sun Valley, Idaho (forthcoming)

Work Type

• Full-time

Experience Level

• Management
• 6+ years progressive experience in hotel or related field
• 4-year college degree and 2+ years related experience
• 2-year college degree and 4+ years related experience

Education Level

• 4-year college degree
• 2-year college degree

About the Company

• Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection.
• A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination.
• Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations.