Director of Rooms

Job Description







Summary

The Director of Rooms leads, manages and organizes all aspects of Rooms Division to the highest professional standards and in accordance to the standard operating procedures. The position oversees all key areas of service, quality and for ensuring the achievement of optimum profitability and maintaining the financial control of the department. The Director of Rooms is fully responsible for compliance with company policy and applicable industry-related law. While this role is directly accountable for the strategic direction & operation of housekeeping /laundry/valet, front office, PBX, concierge, guest experience and Homeowners Association, primary focus will be concentrated in direct oversight of the housekeeping department.

Essential Duties and Responsibilities

• Ensures regular, on-going communication. Continually communicates a clear and consistent message regarding departmental goals to produce desired results and models desired service behaviors in all interactions with guests and internal guests.
• Works with management team to develop an operational strategy that is aligned with the hotels business strategy and leads its execution.
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Human Resources guidelines and supports all Human Resource directives.
• Responsible for establishing and maintaining divisional standards in order to achieve and maintain the “5 star" status in Forbes.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance; coaches team by providing specific feedback to improve performance. Conducts performance reviews with direct reports according to standard Human Resource guidelines.
• Actively solicits internal guest feedback, utilizes an open door policy and reviews internal guest satisfaction results to identify and address internal guest problems or concerns. Ensures internal guests are treated fairly and equitably, brings issues to the attention of Human Resources as necessary. Encourages participation in annual internal guest opinion survey. Holds managers accountable for developing action plans associated with survey results and ensures that necessary changes are implemented.
• Serve as Manager On Duty.
• Apply principles of logical thinking to a wide range of unstandardized intellectual and practical problems in order to perform and direct many varied and complex tasks.
• Ensures operations managers develop a departmental orientation program and internal guests receive the appropriate new hire training to successfully perform their job. Ensures managers cross-train internal guests to support successful daily operations. Ensures all new hires receive an Integrated Training Plan (ITP) and the Plan is utilized by managers.
• Creates appropriate development plans and develops team members
• Ensures operations departments participate in community service events sponsored by the hotel and Rosewood Hotels and Resorts to build teamwork and enhance community relationships.
• Design and develop division policies and operating budget including, but not limited to staffing, forecasts and payroll costs.
• Oversees the development and management of the annual operating budget including capital expenditures to achieve or exceed budget expectations.
• Participate in establishment of a marketing and public relations plan for the Rooms Division.
• Reviews reports and financial statements to determine divisional operations performance against budget. Works with direct reports to determine areas of concern and establish ways to improve the department’s financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
• Coaches and supports divisional team to effectively manage occupancy & rate, wages and controllable expenses. Focuses on maintaining profit margins without compromising guest or internal guest satisfaction.
• Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
• Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group.
• Models the company’s culture, vision, mission and core values at all times.
• 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.
• All other duties as required.

While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates.

Required Skills

• Train, motivate, evaluate, mentor and direct employees and managers to achieve desired results;
• Access, input, analyze and retrieve information from computers;
• Maintain excellent relations with staff., hotel, staff and guest confidentiality at all times;
• Exceptional oral communication skills to ensure ability to negotiate and ability to create, implement and monitor hotel and staff’s goals, strategies and policies;
• Focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions;
• Memorize, recollect and quickly retrieve dates, names, times and other data.;
• Work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions;
• Participate in (and lead when necessary) all departmental and hotel-wide meetings
• Must be able to perform job functions with attention to detail, speed and accuracy
• Knowledge of purchasing, inventory controls, supplies and equipment
• Knowledge of overall hotel operations and relevant systems
• Required to speak, read and write English, with fluency in other languages preferred
• Must be able to exert physical effort in transporting 25 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

Requirements

• Four-year college degree or equivalent work experience.
• Licenses & Certifications: None required
• Minimum five years’ experience in a similar capacity for a luxury or ultra-luxury property, preferably in a union environment.
• Minimum 3 years experience in a senior leadership role within the housekeeping department

About Us

Rosewood Hotels & Resorts® has been appointed by RLH Properties, a company created by BK Partners, to manage Rosewood Mandarina which will open in 2024 as Rosewood’s fifth property in Mexico. Located on the west coast of Mexico just 30 minutes’ drive from the Puerto Vallarta International Airport, the resort will be situated in the breathtaking region of Riviera Nayarit. Rich with a culture that is as colorful as the exotic flora, the Nayarit region is renowned for its diverse landscape with lagoons, rivers, volcanoes, abundant vegetation, and almost 200 miles of beach along the Pacific Ocean. Rosewood Mandarina will offer 138 guest-rooms, suites and villas with panoramic views across the mountains, beach and ocean. Guests will be able to choose from three bars and restaurants including a speciality restaurant and sunset bar as well as more informal options, such as a pool grill and beach bar. The resort will offer three pools, fitness center and a spa with 10 treatment rooms in addition to event space which will include a 300square-foot ballroom. The beachfront property will draw inspiration from the local, pre-historic Huichole and Cora cultures, combining modern luxury and comfort with the riches of its extraordinary setting. With a focus on the element of “water,” the setting will provide visitors with exclusive access to three diverse environments: the beach, the lowlands and the highlands, each offering unique activities. From fishing in the winding lagoons or off the coast of the ocean, to learning about the agricultural foundation of the region, or taking one of many scenic hikes up the mountainside, the diverse landscape will provide a perfect backdrop for travelers to connect with nature.