Director of Rooms

2 months ago

Everett, Washington, United States Delta Hotels by Marriott Seattle Everett Full time


About Us
At Hollander Hospitality, we align our people with their passion, providing award-winning service and memorable experiences. From the ground up, we build & renovate, own & operate, while recognizing that our team is our foundation and greatest asset. We are exceptional partners to one another, our guests, and our communities.
We look for people who excel in their roles and are committed to delivering excellent experiences for guests. Proven through multiple awards from our partnering brands for outstanding guest service and meetings excellence, we deliver the best to our guests by creating a sense of belonging, empowerment and support to our team members, coupled with their dedication, innovative spirit, and raw talent.
Status
  • Full-time
Schedule
  • Variable schedule; Must be available weekends and holidays
Rate Of Pay
  • $29.81 to $34.27/DOE
  • Individual Incentives and Bonus Programs

Benefits And Perks
  • Paid Time Off (PTO) accrued at a rate of for every hour worked. 8 paid holidays included in PTO annual accrual rate
  • Paycheck Advancement Program
  • Hotel Travel Discounts
  • Supplemental Insurance
  • Employee Assistance Program
  • Employee Meals
For eligible employees:
  • Insurance - Medical, Dental, Vision, Life and AD&D, Long Term Disability
  • 401(k) Plan with Employer Match

JOB SUMMARY:Provides guidance and leadership to the Rooms Division, ensuring consistent compliance to hotel policies and quality customer service while maximizing departmental profits. Indirectly offers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs.ESSENTIAL FUNCTIONS:1. Implements and manages hotels daily quality process including goal communication, staff improvement, compliance with IHG standards of product and performance, service recovery and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements and coaches accordingly.2. Assigns and instructs department heads in detail of work. Observes performance and encourages improvement. Monitors hotel occupancy and revenue and makes staffing adjustments accordingly. Supervises and reviews cost and inventory controls.3. Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepares written correspondence to customers. Listens and extends assistance in order to resolve problems. Plans and implements resolution by using experienced judgment and discretion.4. Work directly with reservations and revenue management staff to control room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Attend weekly revenue management meetings.5. Supervises the budgeting, forecasting, training, motivation and staffing of the Rooms Department including: front office, reservations, night audit, bell staff/drivers and housekeeping.6. Prepares forecast expenses and actual results for the Rooms Division revenue and expenses.7. Reviews security and manager's logs daily and reports to the General Manager any significant incidents and coordinates with department heads on any improvements necessary to operations or customer service.8. Works closely with the General Manager to establish and monitor policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency.9. Plans, organizes, chairs, attends and/or participates in various hotel meetings such as: staff meetings, room division meetings, executive committee meetings, quality teams meetings, safety committee, etc.WORKING CONDITIONS AND EQUIPMENT USED:Work is performed in a fast-paced customer service environment with frequent interruptions. This position requires a varied work schedule that may include evenings, nights, and weekends. Incumbent must be able to effectively utilize computers and related software, computer printers, photocopiers, multiple-line telephone systems, and fax.QUALIFICATIONS:Knowledge of: Principles and processes for providing customer service including needs assessment and evaluation of customer satisfaction Front office standard operating procedures Hotel emergency procedures  Area geography, restaurants, amenities, clubs, and tourism industries Microsoft Office programs including Word, Excel, Outlook, and various hospitality Property Management Systems Skills and Ability to: Establish and maintain effective professional, courteous, constructive relationships with guests, staff and management team Maintain decorum in stressful situations. Make decisions guided by established policy and procedures; analyze activities and information to arrive at logical conclusions. Communicate clearly and concisely verbally and in writing to convey information effectively. Adapt to constantly changing situations and personalities ensuring quality service to all guests. Successfully hire, train and motivate staff Work varying schedules to reflect the business needs of the hotel, including evenings, weekends, and holidays, and maintain 24-hour availability via cell phone.Education and Experience: Three to five years of previous experience as a Guest Service Manager in the hospitality industry.PHYSICAL REQUIREMENTS:Light Work – Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. The position requires the ability to exert intermittent mobility for up to 8 hours to maintain presence behind the front desk and move around the back office area, visual acuity to analyze written information and view the computer terminal, and the ability to express and exchange information by means of the spoken word.

Source: Hospitality Online

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