Director of Rooms

6 days ago

Newport News, Virginia, United States The Chanler at Cliff Walk Full time
Job Description Job Description

JOB SUMMARY 
The Director of Rooms at The Chanler at Cliff Walk will cultivate guest and staff loyalty by delivering a world--
class, engaging, and dynamic experience. This role oversees the Rooms Division, including Guest Services,
Housekeeping, Night Audit, Reservations, Revenue Management, and Valet, ensuring seamless communication
across all departments. The Director will work closely with the engineering team to maintain and elevate our
Forbes five-star rating. 


KEY RESPONSIBILITIES
Leadership and Staff Development:

Serve as the Ambassador of the Property, Guest Advocate, Gracious Host, and Employee
Development Leader.
Spend at least the majority of your day on the floor, engaging with guests and mansion staff,
conducting daily room inspections, and walking the property to identify and note areas for
improvement.
Foster a positive and productive work environment, promoting business development, reducing
employee turnover, increasing guest satisfaction, and enhancing revenue and productivity.

Operational Excellence:

Oversee the daily operations of guest services, housekeeping, night audit, reservations, revenue
management, and valet.
Direct and manage the duties and responsibilities of the Housekeeping Manager and oversee
the day-to-day Housekeeping and Laundry operations as needed.
Ensure all necessary property maintenance is reported to engineering and completed promptly.
Serve as a liaison to guarantee consistent interdepartmental communication.

Guest Experience:

Ensure a seamless and exceptional guest experience, exceeding Forbes 5 Star standards.
Coordinate daily group arrivals and departures, special requests, room assignments, and guest
amenity programs.
Consistently monitor service and product quality in guest service areas.
Ability to resolve guest complaints and handle all guest interactions with the highest level of
hospitality and professionalism, accommodating special requests whenever possible.

Communication and Coordination:

Ensure consistent and effective communication with staff through regular meetings, pre-shift
briefings, emails, and memos.
Collaborate with the marketing team to successfully launch new guest experiences and special
events and to develop new standard operating procedures and operational policies.
With the assistance of marketing/branding and food and beverage management, maintain up-
to-date in-room guest collateral, including guest information, device instructions, itineraries,
sustainability efforts, and in-room dining menus.

Financial and Administrative Duties:

Manage budgets, daily analysis, and monthly departmental profitability.
Oversee reservation booking portals and the Alice Hotel System.
Collaborate with the revenue management team to optimize total hotel revenue.
Manage inventory to support front office activities.
Ensure completion of all necessary reports and forms daily.
Monitors and controls labor expenses and supplies/equipment expenses.

Staff Management:

Serve as a role model by consistently raising the standards for our guest services team and
ensuring staff accountability.
Assess employee performance, provide feedback, and participate in the interviewing and hiring
selection process.
Ensure staff receive proper training and development.
Conducts Performance Evaluations and disciplinary action when needed.
Responsible for adhering to budgeted labor standards.

QUALIFICATIONS AND PHYSICAL REQUIREMENTS

A college degree in business, hospitality, or a related field is preferred.
Knowledge of Forbes Travel Guide luxury standards.
Minimum of three years of front office management experience in a luxury property.
Strong English verbal and written communication skills.
Proficiency with hotel property management systems, Microsoft Office, and booking engine
CMS.
Ability to multitask and work independently with attention to detail in a fast-paced
environment.
Passion for delivering gracious, friendly, and exceptional customer service.
Creative problem-solving skills.
Ability to move, lift, carry, push, pull, and place objects weighing up to 40 pounds without
assistance.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,
listening, hearing, and visual acuity.
Ability to stand, sit, or walk for extended periods.
Ability to reach overhead and below the knees, including bending, twisting, pulling, and
stooping.
Employees may be required to work varying schedules, including overtime, weekends, and
holidays, to reflect the hotel business needs.
This job description is not exhaustive and may be subject to change to meet operational needs.

 Equal Employment Opportunity

We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national
origin, age, disability, or genetics. We comply with applicable state and local laws governing nondiscrimination in every location where
we operate. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion,
termination, layoff, recall, transfer, leaves of absence, compensation, and training. We prohibit workplace harassment based on race,
color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran
status. Improper interference with employees' job duties may result in disciplinary action, including discharge.

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