The Fairmont Olympic is considered Seattle’s most celebrated treasure, and a premier luxury hotel. Since opening in 1924, The Olympic has been the region’s destination for prominent civic and social events, as well as honeymoons, birthday celebrations and in-city getaways.
Job Description
Position Summary: The Director of Rooms will lead the Rooms Division; Housekeeping, Front Office, Guests Services, Valet, Royal Service and Concierge. As the Director of Rooms, you will provide leadership and strategic planning to the Rooms Division in support of our service culture, maximized operations and guest satisfaction.
Key Responsibilities:
- Acts as ambassador and spokesperson to all guests; promotes tailored services to VIPs and loyalty program members; responds promptly and consistently to customer and third-party concerns; addresses issues with all operational departments
- Demonstrates a commitment to Service Excellence; assists with the strategic implementation of customer satisfaction improvement activities measured through Voice of the Guest, in line with our luxury standards from arrival to departure
- Spearheads the Problem Resolution Recovery process; communicates with guests to ensure issues are resolved during their stay; establishes a monthly reporting system to proactively address potential issues
- Collaborates with the Online Reputation Manager regarding customer feedback and guest satisfaction results; ensures to engage with customers in a timely manner through multiple avenues; reviews monthly reports and analyzes feedback review patterns; develops strategies for luxury service and product improvements based on provided guest feedback
- Ensures that monthly financial outlooks and results for the Rooms division are accurate; maintains divisional efficiency/productivity and essential luxury guest services; maximization of revenues and effective cost control
- Develops the annual Rooms budget from a revenue, cost, productivity, and efficiency perspective; coordinates rooms division capital planning with department heads; involved in the development and execution of hotel wide five-year strategic plan
- Actively participates in the revenue management process, ensuring Rooms revenue is maximized to achieve financial success (RevPAR and GOP); develops strategic plans to maximize upsell revenues
- Hotel representative for all major room’s renovation & public area projects; leads and coordinates internal preventive maintenance programs
- Oversees employee and leader planning, recruitment, selection and development through goal development and coaching; manages a related leadership succession plan
- Leads division to maintain superior colleague engagement through action planning as a result of the Colleague Engagement Survey including continuous improvements
- Establishes and monitors effective goals and measurements for the Rooms Division, exceeding expectations of all four pillars (colleagues, owners, guests and brand)
- Builds and maintains employee relationships; leads monthly communication meetings; ensures appropriate and timely recognition for individuals and teams; participates in organizing divisional and hotel recognition events
- Ensures colleague concerns are resolved in a professional and timely manner
- https://careers.accor.com/global/en/job/director-of-rooms-in-fairmont-olympic-hotel-seattle-seattle-united-stat-jid-80377
