Director of Rooms

Shinola Hotel is seeking a Director of Rooms to create timeless memories and quality experiences for guests and associates alike.

The world’s first Shinola Hotel is Detroit’s new living room. What started as a watch company has transformed into a luxury brand that creates a lasting impact on visitors and locals alike, with products and services uniquely their own. Born in Detroit, the Shinola team has an unwavering commitment to build upon the city’s history and create thoughtfully designed spaces and experiences. Come join the team at Shinola Detroit and experience the artful hospitality this boutique hotel has to offer.

As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals. This position is responsible for short and long-term planning and day-to-day operations of the Rooms Division, including but not limited to the front office, housekeeping and guest experience teams. Recommends the division's budget and manages expenses within approved budget constraints. As a key member of the hotel’s leadership team, which may include the Hotel Executive Committee, this role serves as the General Manager’s primary operational partner. This includes supporting strategic direction, driving associate engagement, and ensuring overall excellence in guest experience and financial performance.

• Serve as the General Manager’s primary operational deputy; support strategic planning, business initiatives, and hotel-wide decision-making in the GM’s absence or as directed.
• Inspire, motivate and create a customer-focused and sales-oriented environment within the rooms division to drive excellence in market reputation, associate engagement, and owner satisfaction.
• Support strategies for the property from an operational, staffing and service perspective while ensuring alignment with the hotel’s broader goals and ownership expectations.
• Mentor and develop high-potential talent in line with the organization’s talent management strategies; implement succession planning within direct reports to provide growth opportunities as associates develop.
• Look for more efficient and effective ways to deliver service; leverage technology and third-party resources where appropriate.
• Ensure prompt and appropriate response to conflict management across the division.
• Develop, recommend, implement and manage the division’s annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations.
• Manage the human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Evaluate and support proper staffing levels and positions to ensure the success of the hotel. Oversee a team of up to 50 associates across Front Office and Housekeeping.
• Create a work environment that allows for personal growth and development for all associates, encourages an empowered and engaged workforce.
• Manage check-in and check-out procedures on a daily basis using both manual and computerized methods to ensure guests are satisfied and in rooms as requested. Fill in for various Front Office, Housekeeping and Guest Experience roles as business demands require.
• Monitors and regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person, via email and on telephone.
• Establish and execute strategies to maximize revenue in each phone/desk transaction.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Ensures that the overall operation of the front desk is completed daily.
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
• Works closely with housekeeping and maintenance to ensure property is maintained.
• Hiring, motivating and training of staff.
• Performs other duties as assigned, requested or deemed necessary by management.
  •  

OTHER RESPONSIBILITIES

• All other duties as assigned, requested or deemed necessary by management.

SUPERVISORY DUTIES

­5 to 75 employees.

Education/Formal Training

A four-year college degree or equivalent education/experience.

Experience

Four to five years of employment in a related position with this company or other organization(s).

Knowledge/Skills

• This includes experiential knowledge required for management of people and complex problems.
• Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
• Ability to make decisions with only general policies and procedures available for guidance, keeping the General Manager informed of general direction.
• Strong supervisory and management capabilities with demonstrated ability to lead cross-functional teams.
• Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.
• Proficiency in hotel property management systems (PMS) and front desk operations.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to respond to guest requests and questions over the phone
• Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.
• Excellent literacy is required. Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment.
• Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments.
• Bending/kneeling -must be able to accomplish any task required of associates within assigned departments.
• Mobility -must be able to accomplish any task required of associates within assigned departments.
• Continuous standing -must be able to accomplish any task required of associates within assigned departments.
• Climbing up to approximately 40 steps 15% of 40 hour week. Climbing ladders up to approximately 5 feet 5% of 40 hour week.
• Driving required as necessary.

Environment

Inside hotel and office environment 95% of shift.

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.

• Comprehensive Health Care Package including: medical, dental, and vision insurance

• Retirement Plan Options: eligible to participate in the Company’s 401(k) and/or Roth program with employer matching.

• Medical Savings/Spending Plans: Health Savings Account (with employer contribution) and Flexible Spending Accounts

• Employer Covered Life and AD&D insurance with supplemental options.

• Employee Assistance Program

• Pet Insurance

• Great discounts on Hotels, Restaurants, and much more.

• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.