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About the Role
The Director of Rooms is responsible for ensuring the operation of Guest Services, Concierge and Uniformed Services, Housekeeping, Laundry, Security, Communications and Reservations. This role focuses on providing quality service, maximizing room revenue and productivity, and developing managers and employees.
Responsibilities
- Ensure the operation of Guest Services, Concierge and Uniformed Services, Housekeeping, Laundry, Security, Communications and Reservations.
- Provide attentive, friendly, efficient, and courteous service to all guests.
- Maximize room revenue and productivity.
- Develop managers and employees.
- Respond to all guest requests, problems, complaints and/or accidents.
- Follow up to ensure guest satisfaction.
- Motivate, coach, counsel and discipline all Rooms Division personnel.
- Conduct interviews and follow hiring procedures.
- Support Human Resources with recruiting efforts.
- Develop employee morale and ensure training of Rooms Division personnel.
- Maintain a professional working relationship and promote open lines of communication.
- Ensure implementation of all Highgate Hotel policies and house rules.
- Ensure sign off of all Service Standards by Position competencies for Rooms division managers.
- Monitor completion of the Service Standards by Position Training Checklists for hourly staff.
- Monitor oversold dates to ensure the maximization of rooms revenue.
- Tour rooms operating departments daily, greeting employees and soliciting feedback.
- Ensure compliance to Standard of the Week training.
- Maximize room revenue and occupancy by reviewing status daily.
- Analyze rate variance, monitor credit report and maintain close observation of daily house count.
- Monitor selling status of house daily.
- Attend daily and monthly Rooms Merchandizing meetings.
- Complete the monthly reforecast.
- Monitor and support the corporate Guest Recognition Program.
- Monitor expenses to ensure expense control and maximize profit.
- Monitor and 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, capital expenditures, equipment change-overs, etc.
- Conduct weekly Rooms Division meeting, including a monthly financial review.
- Perform Rooms Managers’ performance reviews.
- Monitor labor expenses through schedule approval process and ensure budgeted productivity.
- Prepare department heads for succession through development of their need areas.
- Prepare the Rooms Division annual budget, including Laundry, Communications and Other Income.
- Participate in 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 efficiently.
- Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
- Ensure staff is knowledgeable in understanding and implementing corporate programs.
- 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.
- Must be proficient in Windows, Company approved spreadsheets and word processing.
- Long hours sometimes required.
- Medium work - Exerting 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.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able 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 Highgate Hotel Standards.
- Maintain high standards of personal appearance and grooming, including wearing nametags.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to maintain confidentiality of information.
- Perform other duties as requested by management.
Skills
- Guest Services
- Concierge
- Uniformed Services
- Housekeeping
- Laundry
- Security
- Communications
- Reservations
- Revenue Management
- Employee Development
- Human Resources
- Recruiting
- Training
- Interpersonal Communication
- Problem Solving
- Budgeting
- Financial Analysis
- Front Office Operations
- Computer Systems Operation
- P.B.X. Operation
- Forecasting
- Guest Recognition Programs
- Loss Prevention
- Windows
- Spreadsheets
- Word Processing
Location
- Highgate Hotels
Work Type
- Full-time
Experience Level
- Management Experience
- 6+ years progressive experience in a hotel or related field
- 4+ years related experience with a 4-year college degree
- 4+ years related experience with a 2-year college degree
Education Level
- 4-year college degree
- 2-year college degree
About the Company
- Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
- With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition.
- Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen.
- The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.
- With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands.