Village Hotel Director of Rooms Operations - Full Time

Job Description

The Hotel Director of Rooms Operations is a member of the Village Hotel's Leadership Team and oversees all day-to-day operations of the rooms related departments to include front office, housekeeping, hotel security, and maintenance. The incumbent ensures guest service delivery in these areas at the level service reflective of the hotel's mission of gracious hospitality and service. This position will be responsible for leading and developing the team in all room division areas: such duties will include: performance management, hiring, coaching/counseling, skip level meetings, engaging with staff, open communication and motivating others.

The Director will have P&L responsibility for the departments and will be responsible for budgeting, forecasting, cost controls and capital planning and spending. This position will ensure standards of performance, quality and service are consistently emphasized and maintained, investigating and resolving quality and service complaints, and regularly inspecting service and product delivery, as well as ensuring safety and sanitation regulations are adhered to.The Director will also be responsible for the direction and management of the hotel manager on duty program. Responsibilities will also include the review of financial transactions and monitoring of budgets to ensure expenses stay within budget limitations. The Director will confer with managers within the hotel as well as the estate to ensure all guest related issues/needs are anticipated and/or resolved in a timely and efficient manner.

Essential Job Duties

• Leads and oversees strategic direction and operations of all room related venues and supporting activities within front office, housekeeping, maintenance, and security. Accountable for ensuring service levels and product quality are maintained at Biltmore standards.
• Develops strategic plan and budget for Hotel Rooms areas in conjunction with Vice President Destination Guest Experience and Leadership Team.
• Reviews daily /weekly and monthly reports on guest, employee and ownership satisfaction: DOR, CSM , P&L, Labor reports, forecast reports, employee turnover, employee engagement survey results, etc.
• Involved in interview, selection, training, supervision, coaching/counseling, development of all rooms staff including: housekeeping, front desk, liaison for guest services, Night Manger and MOD program, to ensure the efficient operation of the department. Ensure pre-shift and monthly departmental meetings occur, communicating pertinent information to the staff. Schedule and direct staff assignments personally or through subordinate supervision.
• Develop systems and procedures to deliver desired price/value perception and meet guest satisfaction objectives. Monitor purchasing and use of equipment to maintain efficient cost controls. Develop safety and sanitation procedures to ensure a high level safety at all times for guests and staff. Ensure purchasing and receiving procedures are in place and enforced to protect Company property and maximize profitability.
• Interact with guests on a regular basis. Maintain rapport within department (ensuring a positive work environment), and with reciprocal Estate departments. Attempt to resolve problems or complaints to the satisfaction of all involved. Develop and foster training and with all personnel. Move throughout facility to visually monitor and take action to ensure product quality, service and safety standards are met.
• Maintain profitability of all areas to support overall department operation. Control payroll and equipment costs while minimizing loss and misuse. Evaluate cost effectiveness of all aspects of operation. Develop long range plans and implement cost saving and profit enhancing measures.
  
  

Qualifications

• Four-year college degree in Hospitality Management preferred. Additional training and/or certification(s) preferred.
• At least ten (10) years of leadership experience in an 4/5-star rated hotel/resort setting, with exposure to both FOH and BOH rooms operations. Equivalent combination of education/experience considered. Preferred candidate will have prior experience serving on the leadership team and thorough knowledge of Forbes 4/5-star standards.
• Demonstrated commitment to delivery of world class internal/external guest service; possesses a high degree of emotional intelligence; proven leadership skills; ability to build/develop/motivate teams; build positive working relationships across organization.
• Outstanding interpersonal, communication skills, and guest service recovery skills; conveys information clearly/concisely; strong public speaking and presentation skills.
• Excellent organizational, planning, project and time management skills; capable of developing and executing plans; can analyze business data and make recommendations.
• Proactive; creatively problem solves, exercises good judgment; anticipates, troubleshoots; prioritizes work and adapts; keen attention to detail with focus on quality and service.
• Proficiency in Word, Excel, PowerPoint; quickly learns Biltmore's history, product/services, systems, protocols.
• Represents Biltmore professionally with a wide variety of constituencies; high ethical standards; reflects company core values; maintains confidentiality.
  
  

Physical Requirements

• The incumbent may work in an office/hotel environment.
• The incumbent will be required to lift up to 35 pounds occasionally.