Director of Rooms

OVERVIEW/BASIC FUNCTION:Directs the overall Rooms Division operations, maximising customer satisfaction levels, whilst optimising revenue, through the consistent application of quality, product, service, and fire life safety standards, in line with brand standards. To ensure the smooth and efficient running of all operational aspects of the Rooms Division and to ensure that the various departments are run according to the standards set for the brand in general and the hotel specifically. Responsible for overall operation of Rooms Division, including but not limited to Front Office, Guest Services, Spa/Fitness, Rosewood Explorer, Housekeeping and Laundry.         RESPONSIBILITIES:·             Supervises the overall activities of Front Office, Housekeeping, Spa and Guest Services.·             Manage, support and motivate the Rooms Division team to deliver a legendary experience to guests.·             Supervise, direct, coordinate, influence and persuade associate to maintain service standards of hotel. ·             Monitors the associates of these operations to ensure guests receive prompt, cordial attention and personal recognition, in line with corporate policies and standards at all times. ·             Maintains close relationships with retail tenants and concessions to ensure revenue and expense targets are met.·             Manages VIP programs and ensures these are properly coordinated to the benefit of the customers concerned. ·             Actions and follow up on feedback from the iAuditor program towards enhancing consistency of delivery of rooms services.·             Manage customer feedback effectively, uses customer issues and compliments to activate long-term improvements in products and services, sharing best practice across the organization.·             Manages and sets targets for the Hotel’s Front Office Upselling Programs.·             Is a proactive member of the executive / senior management team and exchanges pertinent information between other departments and the division, notably, Engineering and Security. ·             Assumes overall responsibility for maintaining presentation standards to ensure facilities (both back and front of house for related areas) and equipment are clean, in good repair and well maintained.·             Conducts comprehensive monthly departmental meetings to include review of Profit and Loss’s (as maybe needed), core programs, customer issues, strategic development, future activities, etc.•           Control and optimize the Rooms Division’s departmental profit maximizing revenue and minimizing costs.·             Controls and analyses, on an on-going basis, Rooms Division revenues and costs to manage performance targets against budget and forecast. ·             Assure that financial goals of the division and the hotel are being met.  Monitors and controls labor expense, and other divisional expenses such as supplies and equipment.·             To actively participate in weekly yield and revenue management meetings, overseeing the appropriate pricing structures to maximize yield and overall profits.·             Assist in preparing business forecasts and Annual Budget for the division.·             Monitor productivity guidelines for all Rooms departments, maximizing profits.·             Work closely with Revenue, Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue.·             Promotes inter-hotel sales and in-house facilities to drive incremental revenues.·             Monitors and controls the inventories for operating equipment and supplies.·             Ensure efficient and effective use of the resources within the division.·             Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.·             Oversees the divisions training requirements, managing performance appraisals, and the development of high potentials. ·             Actively drives productivity initiatives, without negatively impacting customer service levels. ·             Prepares the Rooms Division budgets for submission and review.·             Actively drives and co-ordinates the performance reviews process and action plan across all Rooms Division areas, fostering continuous improvement. ·             Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Room Division employees.·             Develops and updates policies and manuals, as related to the Division / Department, for implementation in the field, while ensuring compliance to the same for consistency across the group.·             Actively participates in and leads recruitment and talent development for the Division / Department, to meet both current and future needs. ·             Is a “Brand Ambassador” at all times and ensures brand integrity and clarity is always maintained.·             Models the Corporate culture, vision, mission and core values at all times.·             Ensure up to date knowledge of areas through “hands on” involvement; regularly assisting in undertaking duties to maintain high standards.·             Delegate operational responsibilities and allocate resources within the department to maximize efficiency; reviews work rosters and ensure manpower costs are in line with the budgetary requirements.·             Ensure Rosewood Brand standards, quality standards (LQA) and Forbes standards on a target and ensure they are maintained and delivered at all times.·             Communicate performance standards and expectations throughout the Department, in a way that drives and motivates internal guests to take action and accountability.·             Establish and maintains an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings and monthly dialogue sessions).·             Responsible for the recruitment, in conjunction with Talent & Culture, of associates.·             Identify training and development needs on an ongoing basis through hands on support and frequent interaction with associates.·             Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values.·             Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.QUALIFICATIONS:•          Experience:                         Minimum five years’ experience in a similar capacity for a luxury or ultra-luxury property.•          Education:                          College/ university degree or equivalent work experience.•          General Skills:                      Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.•          Technical Skills:                   Prior heavy exposure to Front Office and Housekeeping•          Language:                            Required to speak, read and write English, with fluency in other languages preferred.•          Physical Requirements:          Must be able to exert physical effort, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.•          Licenses & Certifications:     None required.