Director of Rooms (Director de Salas)

POSITION PURPOSE

The Director of Rooms will directly oversee the Front Office and Housekeeping teams while being a support for the entire hotel to achieve both guest and employee satisfaction, deliver quality service while meeting/exceeding financial goals. The Director of Rooms works closely with the General Manager to carry out the daily operation of the hotel.

ESSENTIAL RESPONSIBILITIES

• Manage all operations of the rooms division to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
• Maximize hotel revenues through up-sell program, occupancy strategies, and outlet revenues.
• Set quarterly goals for the rooms division and monitor the progress towards achieving these goals.
• Ensure that service and product quality standards are met in all areas of the hotel.
• Maintain standards of guest services and a consistent positive guest experience.
• Oversee the Guest Service program - responding to guest needs, adjusting, liaison between brand GSS and property.
• Ensure efficient guest registration, check out and telephone service.
• Ensure all payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly forecasts.
• Assist in managing aspects of P&L by controlling costs and achieving budgeted CPOR.
• Ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped in a timely manner and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner.
• Establish administrative rules and regulations, policies, and procedures for the department(s).
• Isolate and analyze areas in need of improvement and encourage a climate of problem solving and action.
• Assist in yielding the hotel to ensure maximization of RevPar through driving average rate.
• Ensure divisional payroll costs and other expenses are properly monitored and controlled in accordance with budgets and monthly updates.
• Stablish up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Maintain standards of guest services and a consistent positive guest experience. Resolve guest issues and concerns to guest satisfaction.
• Ensure proper staffing levels based on resort demand and all necessary reports and forms are completed daily.
• Assist with all HR related matters including interviewing, hiring, training, assigning work, coaching/counseling, and performance management. Be familiar with all company policies and benefits.
• Arrange, provide, and supervise training of new staff members to include familiarization of property, standard operating procedures, and policies. Cross-train staff members in all positions within their area of responsibility and all types of equipment to perform their duties, in addition to successful implementation and follow-up