POSITION PURPOSE 职位目标
Director of Rooms is responsible for ensuring hotel provides the highest level of guest service and ensuring that standards are maintained for all positions within the entire Rooms Division. The Director of Rooms will be responsible to guide all sub-departments in achieving hotel strategic directions through continual focus and reference to these strategies and our vision. The Director of Rooms also serves as a resource to the overall operations of the hotel by providing assistance and direction as needed.
KEY ROLES & RESPONSIBILITIES 关键角色和职责
Manage the Daily Rooms Operations
·Communicate management (Front Office, Butler, Housekeeping, SPA & Recreation, and Engineering) strategy and targets to department heads and line talent and lead the team to achieve the goal(s).
·Manages all operational tasks as well as their respective delegation and follow-up, to ensure the smooth of operation and the highest level of guest satisfaction.
·Coordinate with Revenue Management and Sales to maximize room occupancy, rates and profits.
·Goes through the Guest Arrival & In House list, share the guest comments and requirement with Rooms Division team and other departments such as F&B, S&M etc., arrange Front Office Manager/Head Butler/Executive Housekeeper to check and follow up the guest require to be completed; to check the VIP rooms daily as well.
·Conduct daily walk through to ensure LQA standards and cleanliness together with all Rooms Division policies and procedures are adhered in front and heart of the house areas. Initiate action to correct a hazardous situation and notify ERT of potential dangers.
·Maintains high visibility with guests and colleagues, ensure that guest and colleague concerns are resolved in a professional and timely manner.
·Monitors and controls inventories for operating equipment and items to ensure par stocks are maintained, to order the replacements within plan.
·Participates in conducting weekly inspections and ensures physical facilities are kept in operational condition by full implementation of preventive maintenance programs and judicious planning and management of FF& E, as directed.
·Adhere to and promote the health & safety policies to ensure a safe work environment and knowledgeable safety & emergency procedures for all colleagues.
·Verifies that all information requested by the local police authorities are adhered to and prepared accurately.
·Maintains ‘Safe Food & Hygiene Standards’ and all information security standards compliance of Rooms Division at 100%.
Provide Guests’ Experience that Exceed Guests’ Expectations
·Systematic guest recognition program to ensure guests and particularly those of known repeat guests and other VIPs receive special attention. Visit long staying & regular guests, to build and maintain a good relationship with them.
·Seeks feedback on guest satisfaction from each of the channels, and resolves problems in accordance with our Mission Statement and philosophy of talent empowerment, and conduct case study within the team.
·Systematizes internal communication channel, to ensure accuracy and efficiency in link of guest needs delivery.
·Full utilization of PMS/Royal Service Manager/InTouch/iConcierge by analysis Big Data to adjust operational procedures and embrace guest experience.
·Sets short term and long term measurable objectives to continually improve service levels.
·To monitor Rooms Division personnel and training to ensure guests receive prompt and courteous services.
·Liaison between all sub-departments and rest of hotel effective for guest experience.
·Focuses on the stay experience for ALL members.
Management and leadership of the Front Office Team
·Make sure Rooms Division complete Division/Department Target and support hotel target on GOP, LQA, EHC, EES and CR.
·Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Brand. Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
·Provides guidance and motivation to the Rooms Division Team. Establishes and communicates on a daily basis with the Rooms Division Team. A strong commitment to Colleague Satisfaction.
·Supports the Rooms Division team to be consistent in service, use a collaborative, enabling leadership style, have regular team meeting.
·Controls the duty roster for sub departments guaranteeing quality as well as considering the highest personnel cost efficiency.
·Drafts and evaluate work flows to improve and optimize organization.
·Recruit, induct and train a Rooms team who are competent and confident to exceed guest expectations.
·Creates career development plans for all talents who are either part of the Talent Pool or High Potentials.
·Use the performance review process to identify and develop talent for growth management performance issues, using a coaching styles.
·Carry out disciplinary actions in line with hotel procedures.
Involvement as a Member of the Executive Committee
·Assist in the preparation, development and implementation of the Strategic Plan, Marketing Plan, Budget and Goals Program to ensure on an on-going basis optimum guest satisfaction, sales potential and profitability.
·Involvement in annual budgeting and manning guide process, monitor revenue and responsible for profit & loss.
·Assist in monitoring present and future trends, practices and systems in the hotel industry and determine and ensure execution of competitive programs as directed.
·Maximizes rooms revenue through participating in yield management group meetings and implementing and supporting agreed upon Revenue Management strategies and practices.
·Attend monthly financial related meetings and ensure all accounting procedures are adhered to throughout the division, including monitoring guest balance and city ledger accounts.
·Oversee all labor cost controls within budget limits and occupancy variances to maximize productivity.
·Ensure cleanliness and appearance of all guest related areas.
·Arranges Rooms Division monthly hygiene inspection with Hygiene Manager, collects defects report & submits action plan, to ensure Safe Food & Hygiene Standards be implemented without any compromises.
·Ensures clear communications with all other department heads.
·Participate in hotel’s Executive on Duty program (if needed).
PERSONAL ATTRIBUTES 个人品质
·Strong organizational & leadership skills
·Analytical skills a must combined with creativity and initiative
·Excellent interpersonal & communication skills
·Highly organized, quality and results oriented person
·A passion for perfection
·Service oriented with an eye for details
·Confidently able to resolve problems and make decisions
·Good presentation and influencing skills
·Adaptable and flexible and able to embrace and respond to change effectively
·Effective management style, hands-on and approachable
·Proven effective development of others, great motivator
·Bachelor or similar degree from an accredited college or university with major work in Tourism/Hotel Management as well as sound training and education in the international luxury hotel business management.
·Minimum five (5) years relevant experience in a managerial position of Front Office/Housekeeping or minimum three (3) years relevant experience in a similar position of Rooms Division in a renown international hotel brand
·Bilingual in Mandarin and English
·PMS & Office software knowledge
·Budgeting and P&L experiences
·Understanding of Revenue Management processes
·How to manage guest experience, understands and can use reporting RPS, etc.