Director of Rooms Operations
2 days ago
Job Summary:
The Director of Rooms Operations is responsible for overseeing the planning, supervision, and management of all sections of Front Office Housekeeping & Spa to ensure that the overall service standards delivery are maintained in accordance to the Hotels strategic plan and standard.
Main Responsibilities:
- Business Performance:
- Prepare and analyze monthly P&L and month-end reports to identify deviations from business plan goals.
- Work with the Finance department in the preparation and management of the department's budget and financial forecasts.
- Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related to the department.
- Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals.
- Front Office Operation:
- Tour the hotel daily to audit team members' adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed.
- Conduct lineups to review all information pertinent to the day's business.
- Conduct weekly meetings with divisional managers to review all information pertinent to the week's business.
- Review departmental/divisional profits, payroll expenses, rooms expenses, cost per occupied room, previous day's occupancy, and room revenues.
- Analyze market trends and review clientele to work on upsell opportunities to increase the hotel's revenue.
- Monitor and handle guest complaints in an expedient and effective manner.
- Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures.
- Review all out-of-order rooms daily with respective departments to determine the most current status and estimated date for return to room inventory.
- Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.
- Guest Services: Oversee all front office operations, including check-in/check-out, reservations, and guest services. Ensure a seamless and positive guest experience.
- Team Leadership: Manage Front Office staff, including recruitment, training, and performance management. Foster a motivated and high-performing team.
- Operational Efficiency: Monitor and optimize front office processes to enhance efficiency and guest satisfaction.
- Housekeeping:
- Standards and Procedures: Establish and maintain high cleanliness and maintenance standards for guest rooms and public areas. Implement and enforce housekeeping procedures.
- Staff Management: Supervise Housekeeping staff, including scheduling, training, and performance evaluations. Ensure effective communication and teamwork.
- Inventory and Supplies: Oversee the management of housekeeping inventory and supplies, ensuring adequate stock levels and cost control.
- Spa:
- Service Excellence: Manage spa operations to deliver exceptional service and guest satisfaction. Oversee spa treatment services and guest interactions.
- Team Leadership: Recruit, train, and manage spa staff, ensuring they adhere to service standards and provide a high-quality experience for guests.
- Marketing and Revenue: Develop and implement marketing strategies to promote the spa and drive revenue. Monitor performance metrics and guest feedback.
- Team Management:
- Plan for future staffing needs.
- Interview, select, and recruit direct reports.
- Identify and develop team members with potential. Mentor and train appropriate employees for upward growth.
- Conduct performance reviews with the team.
- Constantly monitor team members' appearance, attitude, and degree of professionalism.
- Develop, conduct, and maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business.
- Prepare weekly staff schedules, keeping in mind anticipated business operating budgets and standards of service.
- Prepare payroll and gratuity reports.
- Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operational issues, and provide a regular forum for department communication.
- Other Responsibilities:
- Maintain complete knowledge of all food & beverage services outlets and hotel services/features.
- Be well-versed in hotel fire & life safety/emergency procedures.
- Attend all briefings, meetings, and trainings as assigned by management.
- Report for duty on time, wearing clean and complete uniform at all times.
- Maintain a high standard of personal appearance and hygiene at all times.
- Perform other reasonable duties assigned by the Management of the Hotel.
Main Complexity/Critical Issues in the Job:
Maintain the highest standards and quality of services in the overall Front Office operation to meet and exceed budgeted revenue targets and guest expectations/VOG target.
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