Director of Rooms San Luis Hotel

The Director of Rooms is responsible for ensuring the operation of the Front Office, Reservations, Guest Services, Concierge, Activities, Villas, Housekeeping, and Laundry departments. Communicate in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.

Essential:

• Approach all encounters with employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Always comply with standards and regulations to encourage safe and efficient hotel operations.
• Always maintain a warm and friendly demeanor.
• Employees must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and fellow employees.
• Respond to all guests’ requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters, corporate relations and/or phone calls, in an attentive, courteous and efficient manner.  Follow up to ensure guest satisfaction. 
• Motivate, coach, counsel and discipline all associates.
• Ensure compliance with Pre-Shift Previews.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Prepare and conduct all front-of-the house Rooms Division interviews and follow hiring procedures according to SOP’s.  Actively support Human Resources with recruiting efforts.  Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
• Develop employee morale and ensure training of Rooms Division personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Monitor labor expenses through schedule approval process and ensure budgeted productivity. 
• Complete the monthly forecast.
• Maximize room revenue and occupancy by reviewing status daily.  Analyze rate variance, monitor credit report and maintain close observation of daily house count.  Monitor selling status of house daily, i.e., flash report, allowances, etc…
• Assist in preparing the annual Rooms Division budget.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation analysis and simple programming.
• Monitor proper operation of P.B.X. console.
• Be knowledgeable of the current marketing programs.  Ensure that staff are knowledgeable in understanding and implementing programs.
• Participate in required M.O.D. programs as scheduled.
• Review staffs worked hours for payroll and submit to accounting on a timely basis.
• Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure associates greet and welcome all guests approaching concierge desk and valet stand.
• Carry a radio/cell phone when on duty.  Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
• Maintain lobby during peak times and as needed.
• Manage and organize large turns (check in-check out)
• Ensure participation within staff meetings.
• Focus the Guest Services Department on their role in contributing towards the established Four Diamond standards.
• Respond to maintaining the integrity of other departments by immediately addressing issues with associates when necessary.

Marginal:

• Monitor all V.I.P.’s, special guests and requests.
• Attend meetings/training as required by management.
• Perform other duties as requested by management.

Education & Experience:

• At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
• Previous management experience required.
• Must be proficient with computers, to include spreadsheets and word processing.

Physical requirements:

• Long hours are sometimes required.
• Medium work – Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Mental Requirements:

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of particular need.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.