Director of Rooms

Yonkers, New York
Royal Regency Hotel Headquarters

The Director of Rooms is responsible for ensuring the operation of Guest Services, Housekeeping, Laundry, Security, Communications and Reservations in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.

Responsibilities:

• -Experience supervising all Rooms Departments
  -Ability to assimilate operational statistics quickly and see how they can be used
  to enhance position of property
  -Experience developing standards and operating procedures
  -Demonstrated ability to effectively interact with people of diverse socioeconomic,
  cultural, disability, and ethnic backgrounds
  -Employees 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, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  -Motivate, coach, counsel and discipline all 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.
  -Develop employee morale and ensure training of Rooms Division personnel.
  -Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  -Ensure implementation of all hotel policies and house rules. Understand hospitality terms.
  -Monitor completion of the Service Standards by Position Training Checklists for hourly staff.
  -Monitor oversold dates to ensure the maximization of rooms revenue.
  -Tour rooms operating departments daily, greeting employees and soliciting feedback.
  -Ensure compliance to Standard training, using the steps to effective training according to Hotel 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.
  -Attend daily and monthly Rooms meetings.
  -Complete the monthly forecast.
  -Monitor expenses to ensure expense control and maximize profit.
  -Monitor and ensure compliance with SOP’s in Rooms and Loss Prevention.
  -Conduct walk-throughs of public areas and guest rooms to ensure that cleanliness and maintenance standards are met.
  -Coordinate major projects such as renovations, capital expenditures, equipment change-overs, etc.
  -Conduct weekly Rooms Division meeting, including a monthly financial review.
  -Perform Rooms Managers’ performance reviews according to SOPs, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
  -Monitor labor expenses through schedule approval process and ensure budgeted productivity.
  -Prepare department heads for succession through development of their need areas.
  -Participate in required M.O.D. program as scheduled.
  -Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  -Monitor proper operation of the P.B.X. console and ensure that employees maintain S.O.P.’s in its use.
  -Assist in preparation of revenue and occupancy forecasting.
  -Carry a two-way radio at all times. Operate radios efficiently and professionally in communicating with hotel staff.
  -Coordinate all aspects of the ongoing implementation of the hotel philosophy of service.
  -Monitor all V.I.P.’s, special guests and requests.
  -Ensure overall guest satisfaction.