Director of Rooms

Mondrian Gold Coast is opening the doors late 2024 and we are looking for pioneers to launch the brand in Austrialia.

DIRECTOR OF ROOMS

Reporting to the General Manager, the role holder will contribute to the performance of their area by facilitating the hiring and retention of exceptional talent as well as guest satisfaction and team member satisfaction and creating a wonderful guest experience in all touch points in the hotel. 

What You’ll Do

JOB RESPONSIBILITIES

Front Office

• Supervises all operational areas, ensuring that all hotel guests and visitors are met and guest satisfaction is maintained across the resort.
• Maintains a high level of communication and feedback within the departments
• Work closely with Housekeeping, F&B and Engineering to ensure all Arrival/In house and departures are managed as per hotel procedures
• Manages the overall limousine operation with focus on creating great service experiences and maximising revenues 
• Curate arrival greeting experience and ensure adherence of service sequence 
• Executes the annual upsell strategy and achieves all goals as set by management 

Guest Relations

• Maintains oversight and allocates resources to the smooth running of the daily operation 
• Use data from given hotel systems to analyse areas of improvement and creating action plans for betterment of service 
• Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences 
• Meets VIP guests upon arrival and escorts them to their rooms / suites.
• Analyses guest feedback as well as negative rating and/or comments in an effective and efficient manner and is able to present this to the Exec Com for discussion and review.
• Curate the personalised stays for our guests in conjunction with the Guest Relations Manager.

Housekeeping

• Part of the leadership team and provide guidance to a diverse group of team members with varying personalities while building quality and engagement and a sense of value for the team members in the Rooms division
• Ensuring that quality standards are consistent, payroll costs are managed, labour turnover reduced as well as increasing Employee engagement
• You will exercise good judgment and a strong intuition to anticipate the needs of the department to support the team and ensure productivity is maintained
• Conducting regular spot check inspections on guestrooms and public areas and coaching/counselling heartists on areas and opportunities for improvement
• Maintain quality and guest satisfaction scores. Assist in developing and implementing procedures and practices that will positively impact the guest satisfaction scores
• Ensure high morale through recognition and the removal of identified barriers
• Develop/update job Task Checklists and standard operating procedures for all shifts and positions
• Supervise department operational budget
• Develop life files on furniture, seating, bedding for guest room and public areas including equipment that co-relate to five-year capital plans
• Plan, cost and execute capital expenditures
• Ensure a safe work environment is maintained at all times and that all heartists are committed to working safely

Spa (dotted line strategic support function)

• Supervise the day-to-day operations of the Spa with a focus on all service and operational logistics, with detailed knowledge in all aspects of spa reception, retail, spa therapy, and spa facilities
• Provide managerial support to the Director Spa & Wellness in forecasting, inventories and ordering, social and promotional activities, and maintaining all brand and quality standards
• Provide an exceptional experience to all guests, promptly handling any guest comments, complaints, or concerns with discretion and urgency

What We’re Looking For

• Minimum of 5 years of experience in a senior rooms role within the hospitality industry.
• Strong technical knowledge Rooms.
• Proven leadership skills with the ability to motivate and manage teams effectively.
• Excellent communication and interpersonal skills.
• Ideally pre-opening experience
• Ability to work effectively in a fast-paced environment and handle multiple tasks simultaneously.

What’s In It for You

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture

• lf and collaborate with other bright minds in a relaxed, innovative culture

Mondrian Gold Coast is an equal opportunity employer. We endeavor to select, place, train, and promote the best qualified individuals based upon job-related factors such as ability, work quality, suitability, experience, and potential.

You must have the right to work in Australia.