Director of Rooms Operations

5 days ago

Fort Lauderdale, Florida, United States The Dalmar Full time
Director of Rooms Job Description

The Dalmar, a Tribute Portfolio Hotel, and Element Fort Lauderdale Hotel, part of the Wurzak Hotel Group, is seeking a seasoned Complex Director of Rooms to lead their senior leadership team. This strategic business leader will oversee Hotel Operations, driving revenue growth, and maximizing financial performance.

Key Responsibilities
  • Develop and implement departmental strategies to meet brand standards and customer needs.
  • Lead direct reports to ensure effective management of Front Desk, Bell Staff, Switchboard Operations, Guest Services, Concierge, Guest Relations, and Valet.
  • Monitor hotel operations sales performance, reviewing reports and financial statements to identify trends and areas for improvement.
  • Coach and support operations teams to manage occupancy, rates, wages, and controllable expenses.
  • Champion the brand's service vision, ensuring alignment amongst hotel leadership teams.
  • Develop systems to enable employees to understand guest satisfaction results.
  • Communicate a clear and consistent message regarding departmental goals to produce desired results.
  • Review guest feedback, ensuring appropriate corrective action is taken, and respond to and handle guest problems and complaints.
  • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
  • Create an atmosphere in all Rooms areas that meets or exceeds guest expectations.
  • Facilitate the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
  • Ensures employees are treated fairly and equitably, and ensures that regular, ongoing communication is happening in Operations.
  • Fosters employee commitment to providing excellent service, participates in daily stand-up meetings, and models desired service behaviors in all interactions with guests and employees.
  • Solicits employee feedback, utilizes an 'open door policy,' and reviews employee satisfaction results to identify and address employee problems or concerns.
  • Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
  • Conducts annual performance appraisal with direct reports according to SOPs.
Requirements
  • 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
  • OR 4-year bachelor's degree in business administration, Hotel and Restaurant Management, or related major; 2 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
  • MUST have previous Marriott experience, working knowledge of Lightspeed, GXP, MGS.
  • Ability to understand and provide friendly guest service.
  • Ability to correctly process check-ins and check-outs, answer questions, and resolve guest requests in compliance with policies and procedures, brand standards, and federal, state, and local regulations.
  • Ability to process guest bills and collect payments in compliance with cash handling, credit card processing, and accounting policies and procedures.
  • Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.
  • Ability to follow an appropriate course of action based on policies and procedures.
  • Attention to details with good organizational and efficient time management skills.
Perks
  • Competitive Salary
  • Paid Time Off
  • Medical, Dental, Vision health insurance
  • Robust supplemental insurance for Life, AD&D, Pets, legal, and more
  • Wellness programs for mental, physical, and financial wellness
  • Hotel and travel discounts
  • Generous retirement/401k benefits
  • Education and professional development
  • Employee lunches and recognition programs
About Us

Wurzak Hotel Group (WHG) is a Philadelphia-based owner, developer, and operator of premium branded full-service, extended stay, and focus service hotels. WHG's core expertise is its unique ability to develop and operate hotels and food and beverage outlets in an entrepreneurial manner, maximizing returns on the investment and developing long-term relationships with our guests.

WHG has earned and maintains its competitive advantage by developing talent within the organization who embody the same entrepreneurial spirit of our leadership team and who seek to create value through tireless innovation, tight focus on the operational details, and uncompromised guest satisfaction. WHG has a proven track record of developing and managing hospitality assets for over 30 years and continues to be recognized as one of the region's top hospitality companies.

WHG is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture where all our team members can thrive. We have a zero-tolerance policy for workplace discrimination on the basis of someone's race, gender, disability, or any other basis protected under federal, state, or local laws.

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