Director of Rooms

What you will be doing

The Director of Rooms oversees hotel services including Front Desk operations, Housekeeping, Guest Services, and Security. Maximizes room revenues and occupancy by analyzing daily status rates and makes adjustments accordingly. Manages large events and ensures high volume occupancy special requirements. Analyzes rate variances, monitors credit reports, and maintains close observation of daily house counts. Coordinates major projects such as renovations, capital expenditures, and equipment changes. Conducts Rooms Divisions meetings, including monthly financial review with rooms managers and senior hotel directors. Prepares revenue and occupancy forecasting and monitors labor expenses through schedule approval process. As a member of the Executive Committee, the Director of Rooms is a highly visible role with exposure to Senior and Corporate leadership. This position reports to the hotel General Manager.

Duties include:

• Responsible for short and long term planning and the management of the Rooms operations in the front and back of the house
• Ensures a high level of customer satisfaction and builds long terms mutually beneficial customer relationships to support future revenue growth.
• Coordinates and communicates verbally and in writing with customer (internal and external). Follows up with customer. Implements and manages hotels daily quality process including goal communication, staff member improvement, and compliance with Hotel standards of product and performance, service recovery and problem prevention. Disseminates feedback from comment cards, guest satisfaction surveys, and care logs.
• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.
• Fields guests complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepares written respondence to customers. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy Hotel activity. Plans and implements detailed steps by using experienced judgment and discretion. Prepares and presents Group information for property reviews with owner representatives and corporate executives.
• Develop and recommend the budget, marketing plans and objectives and manages within those approved plans.
• Supervises the budgeting, forecasting, training, motivating and staffing of the Rooms Department.
• Coach and counsel employees to reflect Hyatt service standards and procedures.

The ideal candidate for this position

• 6 years or more of progressive hotel Rooms experience.
• Full Service Hotel Experience.
• Proven leadership skills.
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line.
• Excellent verbal and written English communication skills.
• Ability to read and communicate verbally and in writing and prepare complex occupancy reports.
• Must be proficient in Microsoft Word and Excel.
• Must have excellent organizational, interpersonal and administrative skills.