The Director of Rooms is responsible for overseeing associates and managers in the Guest Services Department. For ensuring the successful operations in the following areas: Guest Services/Reception, Night Audit, PBX, Concierge Services, Uniformed Services (bell staff and drivers), Parking, Transportation, Pantry/Gift Shop, Security, Communications, Reservations, and Business Center. Focus is on delivering exceptional guest experiences to all guests by providing proactive, attentive, friendly and efficient service while maximizing revenues and productivity. In addition to developing managers and associates through positive engagement and Count On Me training.
Long hours sometimes required
Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Must be able to effectively communicate both verbally and in writing with all level of associates, guests and stakeholders.
Must approach all encounters with guests and associates in an attentive, friendly, courteous and service oriented manner.
Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by associates and guests alike.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Must be effective in handling challenging situations and problems, including anticipating, preventing, identifying and solving as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Attend all hotel required meetings and trainings.
Participate in G.A.P. coverage as required.
Maintain regular attendance in compliance with Wyndham Hotel & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming.
Comply with Wyndham Hotel & Resorts Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Perform other duties as requested by management.
Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs.
DUTIES & FUNCTIONS
Associates must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, social media, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Ensure swift follow up to ensure completed guest satisfaction.
Inspire, engage, motivate, coach, counsel and discipline Rooms Division personnel according to hotel standards.
Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures according to SOP's.
Actively support Human Resources with recruiting efforts. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures. In addition training of staff on COM.
Develop employee morale and ensure proper and thorough training of Rooms Division personnel.
Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
Ensure implementation of all Wyndham Hotels & Resorts as well as local hotel policies and house rules.
Understand of hospitality terminology .
Ensure sign off of all Service Standards by Position competencies for Rooms division managers. Monitor completion of the Service Standards by Position Training Checklists for hourly staff.
Maintain quality database of guest preferences, habits, special dates through Opera PMS.
Monitor and manage oversold dates to ensure the maximization of rooms revenue in partnership with DORM.
Greeting associates and guests and soliciting feedback, with authentic Open Door Policy.
Ensure compliance to Daily Huddles and Standard of the Week training, using the steps to effective training according to Wyndham standards.
Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
Complete the daily, weekly and monthly reforecast as requested.
Serve as hotel champion for the Guest Recognition Program- leading, monitoring and ensuring all standards are met and exceeded for Wyndham Rewards guests.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism. Flex as required to meet objectives.
Monitor and ensure compliance with SOP’s in Rooms, Security, Loss Prevention and other areas under Rooms Division umbrella.
Regularly conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
Coordinate major projects as assigned by GM such as systems updates, software implementation, renovations, capital expenditures, equipment change-overs, etc.
Conduct weekly and monthly Rooms Division meetings with teams including a monthly financial review.
Perform, oversee and administer managers’ and associates’ performance reviews according to SOP, and ensure that compliance with the standards.
Monitor labor expenses daily and weekly through schedule approval process and ensure budgeted or forecasted approved productivity.
Prepare managers and supervisors for succession through development of their need areas.
Actively participate in the Rooms Division annual budget, including revenues, labor, productivity and expenses in areas assigned.
Quarterback and participate in the hotel’s G.A.P. program and ensure all supervisors and managers are appropriately trained for responsibilities.
Operate all aspects of the Front Office and related computer systems, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation of the P.B.X. console and ensure that associates maintain S.O.P.'s in its use.
Lead and support all areas in the achievement of their financial and operational targets.
Carry a pager/radio or mobile phone at all times and efficiently and professionally train on and communicate with hotel staff.
Coordinate all aspects of the ongoing implementation of the Wyndham philosophy of service and ensure the C.O.M culture is being lived, trained and practiced every day.
Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Ensure that staff is knowledgeable in understanding and implementing local, regional and corporate programs.
Monitor all V.I.P.'s, special guest requests and ensure systems are in place to monitor and deliver outstanding service.
Manage the hotel’s daily communication log/vehicle and ensure overall guest satisfaction.
Complete projects and other duties in a timely manner as requested or required by hotel General Manager.
Must be legally eligible to work in the USA.
Education & Experience:
4-year College / University Degree
Minimum 6 years progressive experience in a hotel or resort environment
Minimum 2 years Rooms Operations Management experience
Must be proficient in Windows Office products, property management systems, OTAs