Director of Rooms | Rose Wood

Job Description

Under the direction of the Hotel Manager, and within the limits of The Chancery Rosewood’s policies and procedures to assist in achieving the goals and targets set in budgets by maximising Revenue, by maintaining as well as by building on the reputation of the hotel and by ensuring that business objectives are accomplished. Oversee and direct Heads of Departments, leading and supporting the team in ensuring that guest needs are met to the high standard required by the hotel and expectations are exceeded. Be responsible for the smooth running of the hotel, on a day to day basis, providing advice and guidance to Department Heads and Team Members. Assume complete operational responsibility for designated areas: guest satisfaction; employee satisfaction; product quality; operational efficiency; staffing matters and fire life safety standards, in line with brand standards.

Quality

• Ensure all hotel areas are meeting Rosewood’s service standards.

• Drive and lead Initiatives for increasing awareness of Rosewood’s service standards across the hotel to ensure quality service & products remain at the forefront.

• Ensure departmental action plans are implemented and reviewed following quality service audit results.

• Review the daily activities of all areas directly responsible for.

• Review, in conjunction with the Director of Front of House, arrivals and departures on a daily basis, ensuring that the necessary room allocations are made and amenity requirements are communicated to the appropriate departments for action.

• Maintain a lobby & front of house presence as appropriate: greeting VIP and regular guest arrivals (residential and non-residential); ensuring Rosewood’s service service standards are consistently achieved; monitoring the physical appearance and cleanliness of the front hall, courtyard and public areas.

• Oversee to ensure that a concise and accurate guest history system is maintained, and that recorded requirements are complied with for each individual guest.

• Check, in conjunction with the Director of Housekeeping and Director of Engineer a minimum of 10 bedrooms or suites per week and all VIP rooms/suites, ensuring that work necessary to maintain the accommodation to the required standard is carried out.

• Ensure the preventative/perfect room programme operates consistently and efficiently.

• Prepare the Executive Duty Management rota and to undertake executive duty management shifts as rostered.

• Monitors the associates of these operations to ensure guests receive prompt, cordial attention and personal recognition, in line with corporate policies and standards at all times.

• Manages the Repeat Guest Recognition Programme (RGRP) and VIP programmes and ensures these are properly co-ordinated to the benefit of the customers concerned.

• Manages the “Guest Survey” programme (with the Director of Front of House) to ensure data collection can be achieved, and drives subsequent action plans to consistently improve performance and increase guest satisfaction levels in Rooms areas.

• Is a proactive member of the executive / senior management team and exchanges pertinent information between other departments and the division, notably, Engineering and Security.

• Assumes overall responsibility for maintaining presentation standards to ensure facilities (both back and front of house for related areas) and equipment are clean, in good repair and well maintained.

• Maintain effective communication within the Hotel and ensure that the Hotel Manager is kept well informed of any problems/queries that have arisen.

Financial

• Keeps abreast of newest trends and innovations in the hospitality industry and maintain an awareness of competitor activity/trends and recommend actions to ensure that the Hotel remains a forerunner in its marketplace.

• Generally being alert for opportunities to improve the profitability of the Hotel i.e. through controlling wastage and being responsible for the economy of all utilities and resources.

• To actively promote the services and facilities available to guests within the hotel and Rosewood Hotels & Resorts, maximizing revenue from other outlets (e.g. car transfers, mobile phone rental, telephones, valet services, spa and Food & Beverage facilities, etc.)

• With direct report Department Heads prepare annual budgets, with full back up, for designated areas and propose/justify to the Hotel Manager and Director of Finance.

• Manages and sets targets for the Hotel’s Front Office Upselling Programme.

• Conducts comprehensive monthly departmental meetings to include review of Profit and Loss’s (as maybe needed), core programmes, customer issues, strategic development, future activities, etc.

• Controls and analyses, on an on-going basis, Rooms Division revenues and costs including MOD’s to manage performance targets against budget and forecast.

• Monitor annual department budgets with Heads of Department throughout the year, reporting reasons for all variances of actual versus budget and recommending and implementing appropriate actions.

• Accurately forecast revenue and payroll on a weekly basis and to take appropriate action to influence results positively towards exceeding budgets whilst ensuring that appropriate department holiday plans are maintained.

• Ensure that agreed credit procedures are complied with by direct reporting colleagues, and also to attend monthly credit meetings.

• Implement strategies to increase both room yield and revpar, liasing with the Director of Sales & Marketing & Director of Food & Beverage when necessary, to ensure overall revenue maximisation.

• Communicate with the Director of Sales & Marketing on a regular basis: sales leads; need periods; booking patterns; complaints/problems with corporate agreement clients etc.

• Participate in Sales and PR related activities, as directed: sales trips, entertaining, hotel show rounds, familiarisation tours, meetings etc.

• Monitors and controls the inventories for operating equipment and supplies.

Leading

• Actively drives productivity initiatives, without negatively impacting customer service levels.

• Actively drives and co-ordinates the Operations Management Review (OMR) process and action plan across all Rooms Division areas, fostering continuous improvement.

• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Room Division employees.

• Develops and updates policies and manuals, as related to the Division / Department, for implementation in the field, while ensuring compliance to the same for consistency across the group.

• Ensure an efficient and well organised division, ensuring all associates are well trained and highly motivated and the development of high potentials.

• To ensure that new associates receive an appropriate level of job skills training to enable them to perform their duties to the required standard, upon completion of the initial training period.

• To ensure accurate departmental records with respect to associates and training issues, associates development issues and departmental communication issues.

• To assist in the creation of full operating manuals with respect to responsibilities of each position and minimum standards to be achieved and to ensure their effective utilization and manage updates.

• To conduct selection interviews alongside the Human Resources Team for potential new team members as and when required

• To carry out job chats, performance appraisals and reviews for all relevant associates on a regular basis ensuring that the hotel’s succession planning is upheld

• To maintain discipline within the Hotel and conduct disciplinary and grievance interviews with all relevant associates and as and when required with the Human Resources Department.

• To be responsible for the welfare and motivation of associates making use of the information obtained through the annual associates surveys, appraisals and frequent job chats.