Director of Rooms

POSITION OVERVIEW

At Aman we are on a mission to create the world’s ultimate luxury lifestyle brand; hotels, resorts, experiences and products which transform our guests’ perspectives and daily lives. To achieve our ambitions, we capitalize on our unique combination of world-class and diverse talent, unmatched design, and access to locations, cultures and experiences few are privy to. We live by the ‘Aman way of life’ – a mindset shared by our guests and employees which creates a lifelong sense of belonging driven by our values of:

 

Invest in individuality – fostering an environment where each person can push boundaries, take risks and challenge norms.

Nurture pathfinder spirit – exploring experiences, opportunities and locations which transform into new exciting ventures.

Act like owners – taking the charge, leading by example and an immense sense of pride in their work.

Celebrate communities – ensuring that every member of our community is looked after and nurtured in a compassionate, respectful and collaborative manner.

RESPONSIBILITIES

Under the direct supervision of General Manager, Director of Rooms is responsible for providing guest services as well as supervising Rooms Division (Front Office and Housekeeping) and ensuring the operations accordance with the policies, standards and guidelines established by the hotel or Aman's corporate office. He/she must be conversant with the Rooms profit and expense control as well as the service quality.

 

KEY DUTIES AND RESPONSIBILITIES:

 

Please note that this is not an exhaustive list of everything that needs to be done.  Aman employees always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

• To ensure that the brand is protected. To ensure that all business partners and guests are surprised and delighted through their on-property experience, in the best traditions of Aman culture.
• To guarantee the service standards to continuously maintain the best customer loyalty as possible;
• Review collaterals, quality standards and service standards on regular basis.
• Maintain the quality of service and enforce all service standards and procedures for Front Office and Housekeeping.
• Drive customer delight and retention by being a role model in delighting guests in every interaction.
• Actively obtain feedback from guests, both external and internal, to improve services, processes and facilities.
• Communicate and develop a high level of competency, knowledge and support of marketing programs.
• To manage the daily activities of the staff in the team;
• Establish and maintain department organization, manning and productivity, ensuring a smooth operation based on forecasted occupancy.
• Hire the best individuals based on recommendations and interviews.
• Review departmental programs to ensure development of future department heads.
• Continuously review the training sessions provided to the team and revise the programs when necessary to ensure the hotel provides learning opportunities and the tool to provide the best service to the guests.
• Review regularly career path and succession plans for the team with General Manager.
• Create a positive and highly motivated working environment that promotes and develops teamwork.
• Utilize and develop communication tools and channels for the dissemination of information and workflow amongst all departments in Rooms Division and other divisions in the hotel.
• To demonstrate leadership;
• Involve team in decision-making processes.
• Support and encourage empowerment.
• Provide direction that are aligned with departmental and hotel objectives.
• Assist all departments to facilitate high level of standard.
• Take appropriate actions to correct any deficiencies.
• Ensure core practices are fully complied.
• Encourage employees to provide innovative ideas.
• Ensure innovation provides value to customers, hotel, and owners.
• Support and follow through with implementation of new ideas.
• Practice Aman vision and values.
• Communicate values to team regularly.
• Utilize every interaction with team as an opportunity to coach and improve performance.
• Display a positive and passionate attitude towards the accomplishment of division goals and achievements.
• Take quick and decisive action to eliminate potential motivation hazard.
• Encourage open communication channels among team.
• Earn a level of trust and respect throughout the organization through hard work and dedication.
• Take every opportunity to recognize and reward staff for service excellence.
• To have the well managed designated departments operations:
• Have complete knowledge of the operational systems of all departments in Rooms Division.
• Have complete knowledge of Aman’s programs and initiatives.
• Have complete knowledge of Aman’s Standard Operating Policies and Procedures.
• Constantly review the current procedures and practices to ensure they are clear and simple for staff and guests.
• Ensure standards and compliance are set for internal control processes.
• Ensure administrative tasks such as budgeting, forecasting and planning capital expenditure for operating equipment;
• Prepare the budget for Rooms Division.
• Manage expenses through planning of needs and reviewing of purchase orders and labor standards.
• Maximize occupancy, ADR, RevPAR and Rooms’ profit.
• Identify needs and costs for capital expenditure.
• Regularly check operating equipment par level.
• Ensure inventory checks are done. Opportunities to reduce losses and damages are studied and proposal is given.
• Conduct daily quality check of guest floors, public areas, uniform room, and other facilities.
• Ensure Housekeeping and Engineering execute established all preventive maintenance and general cleaning accordingly for guestrooms and public areas, including outlets and the spa area.
• Ensure the highest level of safety and security by facilitating effective training programs that delivers a high degree of awareness among staff.
• Ensure that the environmental initiatives are adhered to in the workplace and participate in community activities and programs.
• Supervise the ERT activities are effective.
• Full understanding of CMT role and act as a part of member.

QUALIFICATIONS

ESSENTIALS:

• Languages:
• verbal and written proficiency in English and Japanese
• Qualifications/Training:
• Degree/Diploma in any discipline
• Work Experience:
• minimum 3 years as a senior management position in Rooms Division in an international luxury hotel
• Others:
• computer knowledge, ability to work long and irregular hours when necessary
• flexible, enthusiasm and take initiatives
• desire to achieve goals
• committed
• motivated and team builder 

DESIREBLES:

• additional summer programs in Business Management
• 2 years as ADOR in a similar hotel
• sense of humour
• self confidence
• maturity
• knowledge of foreign languages