Room Division Manager

JOB OVERVIEW

• The Rooms Division Manager functions as the strategic business leader of the property's Rooms Department. This position works closely with department heads to develop and implement departmental strategies and ensures implementation of the service strategy and initiatives. The position ensures all Operations meet the hotel and company standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues, and maximizes the financial performance of each department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the hotel's target customer and employees and provides a return on investment.
• Responsible for all Rooms Division functions and team members. Areas of responsibility include Front Office, Engineering, Housekeeping, Gift Shop, Topgolf Swing Suite & coordination with Food & Beverage. This position works to establish a safe and secure environment for all guests and associates.

WORK REQUIREMENTS

Responsibilities

• This position has approximately 5 Manager direct reports and 75 hourly indirect reports.
• Direct the day-to-day operations of the hotel.
• This position carries out manager responsibilities in accordance with the organization’s policies, procedures, and applicable laws.
• Interview, hire, process references, including new hire paperwork to company standard, for all supervisory staff in compliance with state and federal laws and company policy.
• Set specific goals and objectives for all the respective departments.
• Establish and communicate performance criteria to all employees and reinforces specific performance goals with subordinate employees and provide feedback.
• Appropriately disciplines and create performance improvement plans for employees, for any performance related issues.
• Maintain proper staffing levels for all operating departments according to the hotels’ business levels.
• Review with managers and staff the schedules on a weekly basis to ensure business needs and budgeted levels are being met.
• Communicates with team members, both verbally and in writing, to answer questions and provide clear direction in advising and instructing staff in details of work, policies, and procedures.
• Provides timely, real-time feedback to management and hourly associates on service and operational standards, including feedback on all levels of service and operational details.
• Oversee and focus on any hotel renovations, including but not limited to guest room, public area, etc.
• Focus on laundry operations, including daily operation, inventory, etc.
• Safety Program Champion for the property
• GBAC Program Manager
• Pest Control Program Manager
• Inspect and task corresponding departments with improvement plan for 10 rooms minimum per week
  • Consists of 5 new rooms & 5 completed/follow up inspections
• Utilize company procurement systems to properly execute purchase orders following chain of approvals
• Submit all documentation and backup for all property projects including but not limited to: Quotes, Purchase Orders, Executive Summaries, Bid Charts, Signatures and any other required documentation

Maintaining Property Standards

• Providing Exceptional Customer Service.
• Handles guest problems and complaints effectively. Directs tasks and goals based on customer feedback. Ensure concerns are resolved in a timely matter.
• Empowers employees to provide excellent customer service.
• Ensure continued training on service to associates
• Displays leadership in guest hospitality by exemplifying excellent customer service and creating a positive atmosphere for guest and employee relations.
• Conduct regularly documented property walks with appropriate management members, ensuring luxury guest experience is met with cleanliness and condition.
• Observes and corrects property deficiencies

Managing Profitability

• Review schedules according to business forecast, payroll budget guidelines and productivity requirements.
• Work with the Engineering, Front Office and Housekeeping leadership staff on all shifts and prioritize their work assignments.
• Ensures completion of payroll and is responsible for reviewing scheduling in line with the monthly labor budget.
• Assist in developing financial forecasts and actively participate in monthly profit and loss review meetings.

Managing and Conducting Departmental Activities

• Celebrates successes and publicly recognizes the contributions of team members.
• Establishes and maintains open, collaborative relationships with employees.
• Ensures employees are treated fairly and equitably.
• Provides feedback to employees based on observation of service behaviors.
• Supervises employee’s ability to execute departmental and property emergency procedures.
• Ensures disciplinary procedures and documentation are completed according to Standard Operating Procedures and support the Peer Review Process.
• Ensures property policies are administered fairly and consistently

Major areas of responsibility include but are not limited to:

• Maximize room revenue and occupancy by reviewing status daily. Maintain close observation of daily house count.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at any time of day.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain a working knowledge of all hotel and departmental policies and procedures.
• Empowers associates to provide excellent customer service.
• Ensures on-going communication occurs in all areas of responsibility to create awareness of business objectives, awareness of expectations and recognition of exemplary performance.

Assist in monitoring and developing team member performance to include, but not limited to, providing

• supervision, scheduling, conducting counseling and evaluations, providing professional development, and delivering recognition and reward.
• Verify company required service programs are in place and executed properly.
• Communicates with key departments (Housekeeping, Engineering, Food & Beverage, Reservations and Sales and Event Planning) to ensure luxury guest experience from arrival to departure.
• Communicate closely with Housekeeping and Maintenance regarding discrepancies and ensure a luxury experience quality of rooms division.

Position Requirements

• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous, and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner
• Maintain high standards of personal appearance and grooming.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Perform other duties as requested by management.
• Experience in elevated guest service (4-5 Diamond, 4-5 Stars) highly preferred.

Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change, or rescind work assignments and to make reasonable accommodations as needed.

EDUCATION & PHYSICAL REQUIREMENTS 

• High school diploma or GED; 6 years’ experience in the guest services, front desk, or related professional area.
• 2-year degree from an accredited University in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 5 years’ experience in the guest services, front desk, or related professional area preferred.
• Demonstrated skills in supervising and leading an operations team to revenue goal achievement.
• Hotel industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
• Must be able to work days, nights and weekends.
• Must be able to walk for long periods of time.
• Must be able to sit, walk, bend and stoop throughout day.

Frequently use hands for keyboard and arms to reach.