Director of Rooms

Job Description

OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Front Desk functions, Concierge,Valet Parking, and PBX in accordance with hotel standards.  Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff. Ensures the highest quality of guest service to all guests.

 

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, décor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily housecount and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.
• Meet with Front Desk Assistant Managers to review business status and follow up items.
• Access a function of computer system according to established procedures and standards.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Check Front Desk and storage areas for proper supplies, organization and cleanliness.  Instruct designated personnel to rectify and cleanliness/organization deficiencies.
• Establish par levels for supplies and equipment.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Monitor and ensure that Front Desk, PBX, valet and lobby areas are kept clean and organized and manned at all times.
• Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Review the previous day's occupancy, room revenues and labor hours.
• Be able to prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.
• Ensure that staff reports to work as scheduled.  Document any late or absent employees.
• Assign work duties to staff in accordance with departmental procedures.  Communicate additions or changes to the assignments as they arise throughout the shift.  Identify situations, which compromise the department's standards and delegate these tasks.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expeditiously.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Promote positive guest relations at all times, both internal and external.
• Ensure security of guestroom access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist staff with expediting problem payments.
• Anticipate sold-out situations and know how many rooms are overbooked.  Locate alternative accommodations for guests and relocate guests, following hotel policies and procedures.
• Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages.  Maintain current list of available locating for relocate situations.
• Anticipate low occupancy periods and coordinate blocking of rooms with the Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms.
• Review the arrival report for accuracy and completeness.
• Ensure that all VIPs are pre-registered according to standards.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special request report and block according to specifications.
• Balance room types daily according to departmental procedures.
• Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; check-in/pre-registration procedures.
• Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
• Monitor VIP arrivals; greet and escort them to their room.
• Review requests for late checkouts and approve according to occupancy.  Communicate such to Housekeeping.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Maintain awareness of undesirable persons on hotel premises and escort off property.  Contact Security where necessary.
• Ensure all closing duties for staff are completed before staff signs out.
• Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance.  Handle disciplinary problems and counsel employees according to hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee moral.
• Respond to all pages by beeper promptly.
• Prepare and submit daily/weekly payroll records.
• Contact Engineering directly for repairs.
• Document pertinent information in department logbook and guest opportunity log.
• Complete all paperwork and duties in accordance with departmental standards.
• Review status of assignments and any follow-up action with on-coming managers.
• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.
• Energize up-sell and address retention programs.
• Enhance current guest relations program
• Anticipate and establish future guest programs that enhance service levels and supercede competition’s strategies.
• Address any potential opportunities or concerns with clear directions and action plans.
• Assist in coordinating other hotel department’s efforts when possible.
• Coordinate all initiatives to the appropriate hotel personnel.
• All other duties as required.

QUALIFICATIONS:

• Experience: Minimum three years’ experience as a Front Operations Manager preferably in a luxury or ultra-luxury hotel.

• Education:   High school diploma; college graduate preferred.

• General Skills:    Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

• Technical Skills:    Ability to provide legible communication and demonstrate strong verbal communication skills; ability to accurately compute mathematical calculations; familiarity with yield management and cost controls; ability to enforce hotel's standards, policies and procedures with Front Office staff; ability to prioritize and organize work assignments; delegate work; ability to direct performance of staff and follow up with corrections where needed; ability to motivate staffs and maintains a cohesive team; ability to ascertain departmental training needs and provide such training; ability to be a clear thinker analyzes and resolves problems exercising good judgment; ability to focus attention to details; ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without direct supervision.

• Language:    Required to speak, read and write English, with fluency in other languages preferred.

• Physical Requirements:    Must be able to exert physical effort in transporting _____ pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Licenses & Certifications:      None required.

Salary Range:

• $150,000 - $175,000

About Us

Located on the Kona Coast of the Big Island of Hawai‘i, the iconic Kona Village Resort will once again open its doors and welcome back ‘ohana (family) to the historic and culturally rich destination in 2023. Spanning 81 acres of stunning geologic landscape and richness, Kona Village, A Rosewood Resort will draw inspiration from the history of the site, local culture and natural elements. 

Less than 10 miles north of the Kona International Airport, Kona Village, A Rosewood Resort will debut 150 unique, standalone guest hales with locally-inspired décor and a privileged sense of seclusion. An array of distinct dining venues, including the original resort’s beloved Shipwreck Bar and Talk Story Bar, will offer elevated yet relaxed experiences. The resort will also offer an array of event spaces and outdoor activities, making it an exceptional destination for meetings, events and celebrations.