Under the general guidance of the General Manager, the Director of Rooms is responsible for the general administration and profitability of the operation of the Front Office, Housekeeping and Engineering departments, including Front Desk, Concierge, Telephone, Guest Relations and GuestServiceCenter.
Nature & Scope
The essential core of the job is to ensure that the highest level of efficiency and guest satisfaction will be achieved whilst maximizing rooms and other related revenue. Implement system improvements and administrative effectiveness to ensure a customer focused and solution oriented service is offered to customers at all times.
principal accountabilities:
Administration
Attends operations briefing and highlights important points from the daily arrival list, occupancy forecast, causes for variance in reservations forecast and previous days’ occupancy against forecast.
Disseminates information received from other department heads during the operations briefing.
Attends P&L meetings. Checks P&L for variances on the following and establishes reason for variance:
- Labour Cost
- Printing & Stationery
- Telephone, Fax and Postage
- Reservations Service
- TV and movie
- Revenue tax and license
- Miscellaneous/Decorations
Highlights observations in service areas for further improvement.
Resolves conflicts and/or problems existing in the department.
Obtains employee feedback on operational matters as well as other matters affecting their employment with the Hotel.
Relays relevant feedback to appropriate department for action.
Prepares annual budget and CAPEX for the department.
Ensures effective and efficient implementation of policies and procedures.
Forecasting
Analyzes the roomnights for trends, in comparison with the latest reports.
Analyzes figures for reservations on hand to determine whether projections are too high or too low;
Uses pick up occupancy report as guide to determine a more accurate forecast;
Reviews events which might effect an increase in certain segments; implements agreed strategies.
Prepares rationale for strategies and submits to the General Manager for approval;
Projects expenses for the next 3 months.
Human Resources
Conducts selection interviews
Coordinates with the Human Resources Division on the process and guidelines
Ensures that training objectives and activities are aligned with operational objectives
Discusses training priorities with section heads, drafts/reviews training schedules for the month and authorizes activities
Coordinates with the HRM-Training in all matters pertaining to staff training and development.
Facilitates training activities in accordance with established targets.
Recommends appropriate developmental programs.
Implements appropriate scheduling and duty roster management to ensure staff on duty at any given time corresponds with expected business volume.
Proactively looks for ways to maximize the department’s output without compromising standards.
Sets performance targets for all staff at the start of the performance period.
Monitors staff performance all throughout, ensures documentation of both positive and negative performance indicators in preparation for the formal performance review.
Ensures that the staff adhere to the rules and regulations of the Hotel
Guest Service
Regularly walks around the Lobby to establish rapport with guests.
Enhances customer service quality to differentiate us from our competitors.
Acts on guest concerns immediately
Encourages front liners to be proactive when it comes to customer needs.
Ensures that all staff are aware of guidelines governing complaints handling
Encourages staff to make decisions at customer contact, and ensures staff is aware of the responsibility and established authority limits at all times.
Personally attends to all guest complaints immediately and initiates immediate resolution.
Desired Skills and Experience
Qualifications & Experience (Competencies Required)
Appropriate qualifications, preferably degree in Hotel Management
Extensive large luxury property experience
At least 2 years experience in the same role
extensive Houskeeping exposure
Administration qualifications
Proficiency in foreign language
Computer literate
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