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Director of Rooms Operations

2 months ago

Santa Monica, California, United States The Crescent Hotels Group Full time
Job Summary

We are seeking a highly skilled and experienced Director of Rooms to join our team at The Crescent Hotels Group. As a key member of our leadership team, you will be responsible for overseeing the Rooms Division and ensuring that our guests receive exceptional service and a memorable experience.

Key Responsibilities
  1. Leadership and Management: Provide guidance and leadership to the Rooms Division team, ensuring that they are equipped to deliver exceptional service and meet the high standards of our hotel.
  2. Quality and Compliance: Implement and manage our daily quality process, ensuring that our hotel meets the Crescent standards of product and performance. Disseminate feedback from guest comment cards and service failure measurements, and coach team members accordingly.
  3. Staffing and Training: Interview, hire, train, and recommend performance evaluations for team members. Provide open communication and recommend discipline and/or termination when necessary.
  4. Communication and Problem-Solving: Communicate clearly and effectively with team members, guests, and other departments. Field guest complaints and conduct thorough research to develop effective solutions.
  5. Budgeting and Forecasting: Prepare forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents and coordinate with department heads to enforce policy and improve service.
  6. Collaboration and Teamwork: Work closely with the General Manager to establish and monitor policies and guidelines in the day-to-day operation of the hotel. Participate in various hotel meetings and contribute to the development of strategies to drive profitability and consistency.
  7. Adaptability and Flexibility: Be adaptable to change in the work area and hotel procedures. Demonstrate a willingness to learn new skills and improve existing ones.
  8. Safety and Security: Adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, and reporting safety hazards and concerns.
Requirements

To be successful in this role, you will need to possess the following skills and abilities:

  • Effective Communication: Ability to communicate in English and communicate effectively with guests and team members.
  • Leadership and Management: Self-starting personality with an even disposition. Ability to exercise considerable managerial skill and make frequent decisions.
  • Problem-Solving and Analytical Skills: Ability to analyze complex mathematical calculations and prepare forecasts and budgets without error.
  • Teamwork and Collaboration: Ability to work effectively with internal and external customers, some of whom may require high levels of patience, tact, and diplomacy.
  • Adaptability and Flexibility: Ability to be mobile for significant distances between and within buildings on the property.
Performance Standards

We expect our Director of Rooms to meet the following performance standards:

  • Customer Satisfaction: Provide positive interactions with guests and team members, and treat all guests and associates with courtesy and respect.
  • Work Habits: Maintain a positive guest and associate experience by meeting and exceeding hotel standards for work procedures, dress, grooming, punctuality, and attendance.
  • Safety and Security: Adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, and reporting safety hazards and concerns.