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- KNG OF PRUSSA, PA 19406
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Director of Rooms
DoubleTree Valley Forge • KNG OF PRUSSA, PA
Posted 8 days ago
The DoubleTree by Hilton Philadelphia - Valley Forge Hotel is seeking a seasoned Director of Rooms.
The overall job summary involves the following: Functions as the strategic business leader of the property's Rooms Operations. Areas of responsibility include Front Office, Business Center, Recreation/Health Club and Housekeeping. Position works with direct reports (department heads) to develop and implement departmental strategies and ensuring implementation of the brand service strategy and brand initiatives. The position ensuring Rooms Operations meet the brand’s standards, targets customer needs, ensuring associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department.
The job responsibilities include the following:
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
Analyzes service issues and identifies trends.
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
Monitors Rooms operations sales performance against budget.
Reviews reports and financial statements to determine Rooms operations performance against budget.
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
Develops systems to enable associates to understand guest satisfaction results.
Communicates a clear and consistent message regarding departmental goals to produce desired results.
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
Responds to and handles guest problems and complaints.
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Ensures associates are treated fairly and equitably.
Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
Solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
- 2 year(s): Housekeeping Management/Leadership experience in hotels.
- 2 year(s): Front Office Management/Leadership experience in hotels
- Thought Provoking: Capable of making others think deeply on a subject
- Team Player: Works well as a member of a group
- Loyal: Shows firm and constant support to a cause
- Leader: Inspires teammates to follow them
- Innovative: Consistently introduces new ideas and demonstrates original thinking
- Functional Expert: Considered a thought leader on a subject
- Enthusiastic: Shows intense and eager enjoyment and interest
- Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
- Dedicated: Devoted to a task or purpose with loyalty or integrity