Director of Rooms - The Cloudveil

ABOUT US

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

As the Director of Rooms, you are responsible for all aspects of the rooms operations and providing remarkable experiences for our guests. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will provide oversight to the Guest Services, Front Desk, Housekeeping, and Engineering teams. You are responsible for providing support and ongoing training to build the skills and knowledge of your team. You must ensure you and your team members maximize the guest experience by achieving all service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives.

ESSENTIAL JOB FUNCTIONS

1.    Closely monitor front desk/front drive operations including, but not limited to: reservations, check-ins, check-outs, upgrades, room moves, billing, and guest follow-up

2.    Manage front desk/front drive team, including, scheduling, labor, payroll, training, team meetings, performance management, hiring, and performance management

3.    Manages the daily operation of the Rooms Division

4.    Accountable for the labor management and payroll processing of the Rooms division

5.    Partners with General Manager and Hotel Manager in product and service enhancement initiatives

6.    Accountable for maintaining standards as prescribed by the Marriott Corporation regarding training, employee development and guest expectations

7.    Adhere to staffing and budget guidelines

8.    Assist in budgeting and monthly planning

9.    Attend resume meetings and communicate important knowledge to Front Desk/Valet team

10. Develops training programs to ensure effective results

11. Complete inventory and ordering of office supplies to maintain established par stocks

12. Initiates and maintains effective communication within the division, and between all other departments and associates at property

13. Ensure all Brand and service standards are met and adhered to

14. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model

15. Work seamlessly and communicate clearly cross-departmentally

16. Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest Retrieves mail, packages and facsimiles or other special items for customers as requested

17. Monitor guest accounts and room inventory

18. Aligned with the culture, values, goals and human resource programs of the Marriott Brand

19. Always maintain a professional appearance and attitude

20. Comfortable using Property Management Systems and other pertinent software as assigned including by not limited to Control Panel, GXP, Medallia, and applicable MGS applications

21. Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

22. Monitor and track Bonvoy Member and VIP pre-arrival communication, arrival experience, in-house communication, departure, and post-travel communication

23. Assist in development and implementation of best practices, policies, and procedures

24. Educated and familiar with local and area recreational, dining, and cultural activities and attractions

25.  Follow safety and emergency guidelines, policies and procedures

26.  Complete and approve all manual adjustments to revenue

27. Oversee lost and found operations, including inventory management, guest outreach, and shipping

28. Complete miscellaneous tasks as assigned

Requirements

ESSENTIAL QUALIFICATIONS

·       Must have minimum of three-years leadership in Rooms Division Operations

·       5 years of progressive leadership experience Front Desk / Guest Service