Rooms Manager

Summary

The Rooms Manager is responsible for the oversight of the resort housekeeping and front office departments. The scope of the responsibility will include but not be limited to the involvement in overseeing all administrative, accounting, property guest service, property housekeeping, associate development and other such functions as required for the two disciplines. The Rooms Manager will ensure the successful implementation and performance as outlined by company standards and ensure the departments hit key measurable within standards and budgetary guidelines.

Essential Job Functions

Responsibilities include, but are not limited to:

1. Responsible for overseeing the daily operation of the Guest Service and Housekeeping Department: supervisor, or oversee front desk and housekeeping staff on a daily basis, meeting the needs of the owners and covering varying schedules, forecasts and schedules weekly staffing levels, participates in unit inspections daily to ensure standards, trains staff on all ROPs/DOPs standards for both departments, responsible for the selection and development of associates in both departments. (30% time)

2. Maintain positive customer and associate relationships: Hire, train, motivate, recognize, coach and develop guest service and housekeeping associates through implementation of incentives and training plans; Ensure proper staffing and scheduling for maximum productivity; control payroll costs to achieve maximum profitability; Communicate priorities to staff through daily and weekly meetings, ensures the guest satisfaction levels meet the goals for the site, identify areas of process improvement to ensure efficient processing for the team and guest, ensure the Count on me service philosophy is being followed by all associates in both departments. (20% time)

3. Responsible for guest service expectations: Manage strict room inventory to achieve highest possible room occupancy percentage; Manage guest accounts to ensure correct rates are being applied, appropriate rate authorization is obtained where necessary, and a method of payment is being received; Review incoming groups to ensure all blocking needs and front office requirements are met and relay information to appropriate staff, ensure all guest resolutions are achieved and responded concerns responded to. (20% time)

4. Supports audit Standards: Own and manage the Internal Audit process; Ensure departmental compliance with Quality Assurance, Loss Prevention and safety standards procedures for both departments. (15% time)

5. Manage and support all financial aspects of the department: Prepare annual department budget by identifying areas of cost reductions, operational improvements, explanation of variances and analysis of expense data; Maintains cost control and appearance of retail inventory; other duties as assigned, ensures HOA budget is being managed and assists with the report out of monthly HOA meetings. (10% time)

6. Performs other duties as needed. (5% time)

Travel Requirements

Revised August 2014

Infrequent travel required for short durations (1-4 days) to attend Corporate/Regional meetings and/or training seminars. Approximately less than 10% travel.

Minimum Requirements and Qualifications

a) Education

• College degree preferred or equivalent training/experience

b) Training requirements

• Valid driver’s license

• CPR certification, or to be obtained within 6 month of hire

c) Knowledge and skills

• Demonstrated thorough understanding and familiarity with resort financials
• Working knowledge of housekeeping and front desk departments
• Demonstrated ability to work under pressure
• Demonstrated ability to implement strategic plans for improvement of guest services operations
• Strong leadership skills with ability to coach, mentor, train and develop staff
• Excellent verbal and written communication skills
• Ability to accurately follow instructions, both verbally and written
• Ability to maintain confidential information
• Detail oriented

d) Technical Skills

• Working knowledge of various computer software programs
• Working knowledge of property management systems

e) Job experience

• Two to five years of property timeshare. Hotel management experience required.
• Mixed use a plus.