Overview

Director of Rooms

Introduction

Philadelphias Rittenhouse Hotel, with its rich history and charm is one of Philadelphias best loved luxury hotels. We are seeking a dynamic, detail-oriented leader to join our esteemed hospitality team as the Director of Rooms. In this pivotal role, you will oversee the daily operations of our rooms division, ensuring an exceptional guest experience while driving operational efficiency and excellence. Your expertise will shape the future of our guest services, housekeeping, front office, and reservations departments, as you lead with innovation and an unwavering commitment to excellence. Join us in delivering world-class hospitality and creating memorable stays for our guests.

Job Responsibilities

Oversee the entire operations of the rooms division, including front desk, housekeeping, concierge, and guest services.
Develop and implement strategies to enhance guest satisfaction and optimize room revenue.
Ensure all rooms division staff are trained to deliver exceptional customer service and adhere to company standards and procedures.
Monitor and maintain the property's accommodation quality and cleanliness to the highest possible standards.
Prepare and manage the rooms division budget, including forecasting and allocating funds for staffing, supplies, and renovations.
Collaborate with the sales and marketing teams to drive occupancy rates and participate in promotional activities.
Implement and maintain a seamless check-in and check-out process, ensuring it is efficient and guest-friendly.
Address and resolve guest complaints and issues promptly and professionally.
Conduct regular inspections of guest rooms and public areas to ensure maintenance and safety standards are met.
Analyze guest feedback and room occupancy data to identify trends and areas for improvement.
Coordinate with the maintenance department to ensure all rooms and facilities are in perfect operational condition.
Develop and enforce policies and procedures that protect the health and safety of guests and staff.
Lead, motivate, and evaluate the performance of the rooms division team, providing coaching and development opportunities.
Liaise with other department heads to ensure a cohesive approach

Job Requirements

Bachelor's degree in Hospitality Management, Business Administration, preferred
Minimum of 5 years of experience in managerial role in a luxury hotel rooms division
Proven track record of successfully managing a team and hotel operations
Strong understanding of all aspects of hotel room management, including housekeeping, front desk, reservations, and guest services
Proficiency in hotel management software and reservation systems
Excellent leadership, organizational, and multitasking skills
Exceptional communication and interpersonal skills to interact with staff, guests, and external partners
Ability to analyze financial reports, room statistics, and forecasting data
Knowledge of budgeting, financial planning, and cost control in relation to room division operations
Commitment to providing excellent customer service and maintaining high guest satisfaction scores
Familiarity with health and safety regulations within the hospitality industry
Availability to work flexible hours, including weekends, evenings, and holidays when necessary
Capacity to develop and implement strategies to maximize room occupancy and revenue
Experience in training and developing staff, as well as performance evaluation
Strong problem-solving skills and ability to handle challenging situations diplomatically
Ability to work under pressure and handle potential customer complaints effectively
Legal right to work in the location where the hotel is based

Work Environment and Context

Work schedule varies and may include working on holidays, weekends and alternate shifts.
Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability Hearts That Serve Only Excellence Stay Nimble - Own It