Job description
Overview:
This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned. Qualifications:
PHYSICAL DEMANDS
ADDITIONAL REQUIREMENTS
The Director of Rooms directly supervises all of the operations relating to rooms, including Front office, Guest services, Housekeeping, Engineering, Body Rock, Concierge, and Star Services. The Director must harmonize the culture, mission, values, and quality standards to ensure maximum potential is achieved. This person must create an exceptional climate of professional and personable service that ensures the engagement of employees, guests, and owners.
Responsibilities:
- Lead, direct, and manage all Room Division operations and maintain regular presence throughout the property.
- Create performance expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and timetables.
- Communicate with leaders regarding issues, risk, and liability concerns, or other important business matters.
- Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
- Review and develop guest history records to enhance personalized service for repeat guests.
- Manage relationships with vendors; assist in negotiating agreements.
- Assist in creating property annual operating budget, and capital plan.
- Create department budget to include resource quantities, costs, and expenses.
- Prepare and execute business plans to ensure the maximization of property performance.
- Create and develop goals and operational strategies for the operations that are aligned with the Hard Rock brand. Communicate the role that each employee has in their achievement and ensure accountability.
- Analyze and identify financial opportunities including cost controls, productivity levels, and revenue generation.
- Monitor actual sales, revenues, and expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.
- Review weekly forecasts and planning of cost expenditures to correspond to forecasted occupancy and costs.
- Protect and enhance the value of property assets through appropriate programs and maintenance. Evaluate condition of equipment and property and conduct analysis for capital expenditure needs.
- Oversee operational efficiency, standards compliance, and service and financial measurements. Identify gaps and implement measures to correct deficiencies.
- Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
- Attract and select the best talent available from inside or outside the organization.
- Develop and implement strategies to retain staff.
- Train, coach, and counsel managers, supervisors and employees to achieve their career goals and maximize their potential.
- Monitor and evaluate staff performance and deliver recognition and rewards.
- Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.
- Conduct regular meetings with staff to communicate global programs, implement new products and procedures, and discuss areas of opportunities, special events, and other activities.
- Participate in & ensure Sound Checks are conducted in all departments on all shifts.
- Ensure all Brand Programs are executed, i.e., Sound of Your Stay; Rock Om, etc.
- Ensure the Brand collateral program is executed and presented per Brand Standard.
- Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
- Resolve guest complaints and implement changes to prevent future issues.
- Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
- Maintain presence in property during peak business periods.
- Ensure that property is well maintained and that operational areas have a vibe that meets or exceeds brand standards and guest expectations.
- Ensure all property policies and procedures are fully implemented in all departments, including health and safety guidelines.
- Maintain relationships with key clients, owners, and investors.
- Active participant on monthly ownership calls and active presenter on quarterly and annual reviews and budget and forecast presentations.
This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.
EXPERIENCE, EDUCATION, AND CERTIFICATIONS
- 8+ years’ experience in hospitality management, including 3 years in a rooms management leadership role. Luxury hotel experience preferred.
- Degree/diploma in Hospitality Management, or an equivalent combination of education and experience that provides knowledge, skills, and ability sufficient to successfully perform the duties of the position.
- Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, HotSOS etc.).
SKILLS
- High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
- Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
- Strong communication and listening skills and excellent speaking, reading, and writing ability.
- Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
- Fluency in English: additional languages preferred.
PHYSICAL DEMANDS
- Ability to move throughout the business (standing, walking, kneeling, and bending) for extended periods of time.
- Ability to sit for extended periods of time.
- Ability to make repeating movements of the arms, hands, and wrists.
- Ability to express or exchange ideas verbally and perceive sound by ear.
- Ability to obtain impressions through the eyes.
- Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
- Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds.
- Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.
ADDITIONAL REQUIREMENTS
- Deep understanding of lifestyle hotels.
- Self-starter with an entrepreneurial spirit and strong organizational skills
- Ability to travel occasionally.
- Ability to work flexible work schedule, i.e., weekends, holidays, and special events
- Active participant in Executive Committee Meeting, staff meeting, and daily management Sound Check.
- Participation in the Manager on Duty program.
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