Director of Rooms Operations, The Savoy Hotel

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

Job Title: Director of Rooms Operations    

Department: Rooms Division                          

Inspired and Supported by: Hotel Manager           

As a member of the leadership team, your purpose will be to ensure the delivery of five star luxury guest services, through adherence to service standards, driving service enhancements, whilst consistently building colleague engagement.

You will be accountable for:

• Overseeing the performance of the rooms division including Front Office, Concierge, Butlers, Housekeeping, Florist and Beauty & Fitness
• Driving a high performance culture, setting clear expectations, empowering your team and holding them accountable for delivering our Savoy service standards
• Ensuring the continuous improvement of the Savoy guest experience, enhancing The Savoy’s reputation
• Accuracy of all related budget, forecasts and P&L

Your key responsibilities & contribution will be:

• Lead the performance of the Rooms Division team ensuring it is effectively managed through focus on colleague training and development, problem resolution, coaching, succession planning and holding teams accountability for delivering the Savoy service standards

• Analyse guest feedback, address all quality concerns and ensure effective follow up
• Oversee the operation and integration of the operating departments through their respective department heads, to ensure a seamless and memorable guest experience
• Responsible for interviewing, training and development of all employees to effective resourcing and talent management
• Assure that financial goals of the division and the hotel are being met.  Monitor and control labour costs, and other divisional expenses such as supplies and equipment.
• Work closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue. Assist in preparing business forecasts. Prepare Annual Budget for the division.
• As a Savoy Ambassador you will develop relationships with return guests, group contacts and other guests in order to provide personalised service
• Network within our industry, keeping up to date with future trends
• As a member of the leadership team you will be expected to role model our culture and take collective responsibility for the effective running of the rooms division and playing an ambassadorial role for colleagues as required

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

What you will need to do in this role?

• 3 to 5 years’ experience in senior Department Head position within the Rooms Division
• Experience of hotel renovation would be an advantage
• A charismatic leader with excellent emotional intelligence and ability to influence others
• Excellent change management skills
• Hospitality and/or business degree/diploma an asset
• Proven effective coaching skills and ability to develop others
• Highly organised, meticulous attention to detail, planning and  results oriented
• Good Analytical skills, with the ability to creatively problem solve and operate nimbly in a changing business environment
• You cope well under pressure and are confident to handle crisis situations

What’s in it for you?

• Competitive salary and benefits including pension and life assurance
• 31 days of holiday including public holidays (increase to 33 days after 5 years)
• Cashback scheme for everyday wellbeing/healthcare expenses including Perkbox
• Special rates for Savoy colleagues and their friends & family and discount across Accor hotels worldwide
• Fantastic colleague rates in Fairmont and Raffles hotels worldwide that includes friends & family
• Free stay at The Savoy after successful completion of probation
• 50% discount at our iconic American & Beaufort Bars
• 50% discount at our world-famous Afternoon Tea
• 50% discount at our spa and florist
• 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill
• 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890
• Laundry services & dry cleaning for uniformed and non-uniformed colleagues
• Colleague gym facility and Virgin Active gym membership discount
• Employee assistance programme
• Annual optician reimbursements for eye tests and glasses
• English language classes
• Colleague restaurant
• Local F&B, retail and gym discounts
• Interfaith prayer room
• Wellness room
• Cycle to work scheme