Director of Rooms

Overview :

Directly responsible for all aspects of operations at the resort : day-to-day staff management and guests. Provides leadership and strategic planning to all departments in support of the service culture, maximized operations and guest satisfaction. Responsible for managing the hotels management team and overall targets : guest satisfaction, employee retention, revenue goals, and profitability. An ambassador for the hotel brand and management properties.

Responsibilities :

• Oversee the operations functions of the hotel, as per the Organizational chart. Resort maintenance, housekeeping, front office, & events. Ensure full compliance of operating controls, SOP's, policies, procedures and service standards on day-to-day basis. Lead all key property issues including capital projects, customer service and refurbishment. Handling all guest and employee complaints and oversee the service recovery procedures. Provide effective leadership to team members. Communicate with the public, customers, employees, vendors, and local authority with tact and courtesy. Plan and organize the work of others. Ensure good safety practices. Establish and maintain applicable preventive maintenance programs to protect the physical assets of the hotel. Ensure uniform standards.
• Responsible for the preparation, presentation and subsequent achievements of the hotels annual Operating budget, capital budget, and revenue budget, and all other refurbishment expenses. Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are reached. Deliver hotel budget goals with short & long-term strategic goals for the property. Developing improvement actions to carry out costs savings. Develop and deliver weekly / monthly / annually financial outlooks and targets. Draw up plans and budget for management property owner's annual financial outlooks and overhead costs. Procurement of operating supplies, equipment and 3 rd party contract vendors for essential equipment and services. Accounts payables / receivables and purchasing / receiving. Labor forecasting and tracking.
• Implements and maintains effective open-door communication system that crosses departmental lines in order to reach all employees. Liaise to / from staff and the corporate offices; liaise to / from resort and park operating departments. Effective and responsive communication with local public affairs offices and local business owners. Inspection and approval of public and guest communications via online, review responses and social media and marketing campaigns.
• Directly oversees and maintains an active human resource function. Interviewing, hiring and maintaining staffing levels; management, mid-management and line level. Developing training manuals and assisting in training of all new hired team members, and continued education for existing staff. Conducting all HR related items with / for employees with the assistance of the HR department; counselling's, terminations. Scheduling of all staff, employees, and payroll approvals. Employee motivation, evaluations, training, development, wages, benefits, and compliance with established labor regulations. Attend unemployment hearings.
• Directly oversee all Guest Reviews and Responses. Daily tracking of all incoming guest reviews and questions via online formatting and systems; OTA, TripAdvisor, Google Reviews, Booking.com, Expedia, etc. Speaking with and / or emailing all upset guests ensuring quick and satisfactory solutions. Tracking all guest resolutions.
• Maintains an appropriate level of community public affairs involvement. Develops and establishes relationships with local vendors / business owners and the procurement of local attraction and activities for hotel guests such as consignment ticket sales, special offers, group discounts, and concierge services. Attend local CVB, Chamber and DTA association meetings and functions.
• Directly oversee all administrative duties of the Resort. Development and Implementation of all policies & procedures and training manuals. Create and write policies, procedures and training programs and manuals. Daily, weekly, monthly reporting. Completes audits on employee's daily deposits & shift reports, cash handling and credit card policies. Ensures employees are in keeping with all PCI compliances. Proper par levels on all stationary, linen, terry, condominium stock, and maintenance stock items. Comprehensive filing and tracking systems.
• Monitor daily administrative functions; reporting, group blocks, writing group contracts, group lead delegations. Setting monthly and annual KPI goals for both agents and overall dept.

Qualifications : Qualifications :