Rooms Division Manager

Responsible for the management and coordination of all Rooms area departments (including Front Office, Engineering/Maintece and Housekeeping) and managing staff

Plans, develops, implements and evaluates the quality of property s guest rooms

Strives to continually improve guest and employee satisfaction and maximize the ficial performance of the department

Ensures that standards and procedures are being followed

Leads specific team while assisting with meeting or exceeding property goals

The position ensures that the Rooms division meet the brand s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the ficial performance of the department

CANDIDATE PROFILE

Education and Experience

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

OR

4-year bachelors degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

CORE WORK ACTIVITIES

Supporting the Management of Rooms Division Activities

Champions the brand s service vision for product and service delivery

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

Monitors and promotes room rates, specials, and promotions at the residence

Monitors expected arrivals and departures

Coordinates and makes preparations for group activities

Runs and reviews critical information contained in Rooms division reports

Operates all department equipment as necessary and reporting malfunctions

Ensures employees have the proper supplies and uniforms

Understands night audit procedures and being able to comprehend and utilize reports as necessary

Understands and complies with loss prevention policies and procedures

Assists in ensuring the property s crisis management plan is followed as applicable

Managing Profitability

Analyzes service issues and identifies trends

Works with Rooms division teams 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 division sales performance against budget

Reviews reports and ficial statements to determine Rooms division performance against budget

Reviews Rooms division occupancy & rate, wages and controllable expenses

Reviews the Wage Progress Report and 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

Demonstrates and communicates key drivers of guest satisfaction for the brand s target customer

Delivers excellent customer service throughout the customer experience and encourages the same from other employees

Reviews guest feedback with leadership team and ensures appropriate corrective action is taken

Coordinates and communicates event details both verbally and in writing to the customer and property operations

Creates an atmosphere in the Rooms division that meets or exceeds guest expectations

Responds to and handles guest problems and complaints

Uses personal judgment and expertise to enhance the customer experience

Stays available to solve problems and/or suggest alternatives to previous arrangements

Interacts with guests to obtain feedback on product quality and service levels

Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction

Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans

Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement

Ensures that employees understand expectations and parameters for Room division duties

Managing and Conducting Human Resources Activities

Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results

Interviews applicants as needed

Ensures employees are treated fairly and equitably

Ensures that regular, ongoing communication is happening in the Rooms division (eg, pre-shift briefings, staff meetings)

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

Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance

Solicits employee feedback, utilizes an open door policy and reviews employee engagement results to identify and address employee problems or concerns

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

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