Director of Rooms

Job Description Summary

This is the top operations job in a large full-service hotel with a range of facilities and services, demanding competitive pressures, and a large number of guests. Direct the activities of the front office and housekeeping departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Directly and indirectly supervises a large number of employees.

Job Description

Operational/Functional:

• Oversee front office and housekeeping departments. Develop and communicate departmental strategies and goals.
• Communicate and enforce policies and procedures.
• Ensure all staff has the tools and equipment needed to effectively carry out their job functions.
• Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
• Schedule and regularly conduct routine inspections of the front office, public areas, guest rooms and corridors to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP's and other key guests, or other special guest needs.
• Ensure training and procedures are in place for PBX to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Guest Relations, Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, Human Resources and Maintenance.
• Interact with outside contacts:
  • Guests - to ensure their total satisfaction
  • Vendors - to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
  • Regulatory agencies - regarding safety and compliance matters
  • Other contacts as needed (Professional organizations, community groups, local media)

Strategy and Planning:

• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.

Financial Management:

• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests.
• Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit policy.
• Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.

Managing your Team

• Directly and indirectly supervises a large number of employees including but not limited to managers, supervisors, room attendants, laundry attendants, front desk agents, night auditors, and shuttle drivers.
• Attract, retain, and motivate the best talent
• Ensure team members receive proper training applicable to their position and career aspirations and in accordance with company policy and/or local laws
• Responsible for monitoring, measuring, and recognizing performance of team members who directly report to the role and indirect reports
• Support, comply and promote company initiative, policies and guidelines.
• Handle employee issues in a professional and timely manner

Leading with Passion

• Responsible for ensuring success through the eyes of employees, guests, and owners
• Utilize and collaborate with resources across different departments and corporate office
• Capable of influencing employees to perform to their highest standard and establishing a trusting environment to enrich the culture
• Focus on the mission and well-being of the department, hotel, and company as a whole
• Lead by example and operate with integrity and respect
• Inspire your team to embrace and demonstrate our values and GUEST People Standards
• May serve as "manager on duty" as required.
• Perform other duties as assigned.

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

• Bachelor's degree in Hotel Administration, Business Administration or equivalent and four years guest service/hotel experience with three years in a management capacity, or an equivalent combination of education and experience.
• Must speak fluent English. Other languages preferred.
• Track record of delivering exceptional guest and client experience.
• Demonstrable expertise in analysis and action taking.
• Appropriate professional appearance and demeanor.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Moving about the hotel and facilities.
• Carrying, pushing, or lifting items weighing up to 25 pounds.
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and/or holidays.

Additional Job Information/Anticipated

Pay Range

$80,000 - $88,000 and are eligible for a bonus plan

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.