Director of Rooms

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Job Purpose

This position is responsible for the planning, supervision and management of all sections of Front Office, Housekeeping & Spa to ensure that the overall service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

Key Interactions

Internally

• Catering Sales
• Engineering
• Finance
• F&B
• Housekeeping
• IT
• Kitchen
• Purchasing
• Reservations
• Sales & Marketing
• Talent & Culture

Externally

• Guests
• Suppliers
• Vendors

Primary Responsibilities

Business Performance

• Prepare and analyze monthly P&L and month-end reports, identify deviation from business plan goals
• Work with the Finance in the preparation and management of the department’s budget and financial forecasts
• Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department
• Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals

Front Office Operation

• Tour hotel daily, audit team members’ adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed
• Conduct line-ups, review all information pertinent to the day’s business
• Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business
• Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues
• Analyze market trends and review clientele to work on upsell opportunity to increase the hotel’s revenue
• Monitor and handle guest complaints in an expedient and effective manner
• Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
• Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.
• Guest Services: Oversee all front office operations including check-in/check-out, reservations, and guest services. Ensure a seamless and positive guest experience.
• Team Leadership: Manage Front Office staff, including recruitment, training, and performance management. Foster a motivated and high-performing team.
• Operational Efficiency: Monitor and optimize front office processes to enhance efficiency and guest satisfaction.

Housekeeping:

• Standards and Procedures: Establish and maintain high cleanliness and maintenance standards for guest rooms and public areas. Implement and enforce housekeeping procedures.
• Staff Management: Supervise Housekeeping staff, including scheduling, training, and performance evaluations. Ensure effective communication and teamwork.
• Inventory and Supplies: Oversee the management of housekeeping inventory and supplies, ensuring adequate stock levels and cost control.

Spa:

• Service Excellence: Manage spa operations to deliver exceptional service and guest satisfaction. Oversee spa treatments, services, and guest interactions.
• Team Leadership: Recruit, train, and manage spa staff, ensuring they adhere to service standards and provide a high-quality experience for guests.
• Marketing and Revenue: Develop and implement marketing strategies to promote the spa and drive revenue. Monitor performance metrics and guest feedback.

Team Management

• Plan for future staffing needs
• Interview, select and recruit direct reports
• Identify and develop team members with potential. Mentor and train appropriate employees for upward growth
• Conduct performance review with the team
• Constantly monitor team members’ appearance, attitude and degree of professionalism
• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
• Prepare payroll and gratuity reports
• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
• Be well versed in hotel fire & life safety/emergency procedures
• Attend all briefings, meetings and trainings as assigned by management
• Report for duty on time wearing clean and complete uniform at all times
• Maintain a high standard of personal appearance and hygiene at all times
• Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in the overall Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

Profile

Knowledge and Experience

• Degree in Tourism & Hospitality Management
• Minimum 3 years of relevant experience in a similar capacity
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint
• High degree of professionalism with sound human resources management and business acumen capabilities

Competencies

• Strong leadership, interpersonal and training skills
• Good communication and customer contact skills
• Results and service oriented with an eye for details
• Ability to multi-task, work well in stressful & high-pressure situations
• A team player & builder
• A motivator & self-starter
• Well-presented and professionally groomed at all times

Qualifications:

• Bachelor’s degree in Hospitality Management or related field.
• 5+ years of experience in hotel operations, with a minimum of 3 years in a management role.
• Strong leadership and interpersonal skills.
• Excellent communication and organizational abilities.
• Proficient in hotel management software and Microsoft Office Suite.

Working Conditions:

• Fast-paced hotel environment with a focus on customer service.
• May require evening and weekend hours, depending on hotel operations.