Director of Rooms

Role Purpose

As Rooms Division Director you’ll lead the front office and housekeeping departments to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met – always following safety and compliance requirements and local policies and procedures.

Key Accountabilities

People

• Direct everyday activity, plan and assign work work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognise good performance
• Train colleagues to make sure they hit hotel revenue goals to the standards we expect and have the tools they need to work effectively
• Recommend or initiate any HR elated actions where needed
• Drive a great working environment for teams to thrive – connect departments to create sense of one team
• Interact with outside contacts: guests, vendors, and other contacts as needed
• Develop and maintain great working relationships with key clients and outside contacts to increase revenue

Financial

• Oversee night audit function and preparation of daily financial reports.
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control
• Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
• Hit all personal/team sales goals and maximise profitability
• Help prepare the departmental budget and financial plans including the hotel marketing plan

Guest Experience

• Provide guests with information (example: loyalty programmes, area attractions, restaurants, facility information) to enhance their experience
• Schedule conventions and/or business group activities at the hotel and coordinate with other hotel-level departments to facilitate services agreed upon by the sales office and prospective clients
• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests
• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
• https://careers.ihg.com/en/job-details/?jobref=Director+of+Rooms%7cUS%7c167645#175276