Rooms Division Manager

Direct the activities of the front office areas and housekeeping departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. This is the top rooms division job in a hotel with a range of facilities and services. Directly and indirectly supervises a large number of front office and housekeeping employees. Adhere to governmental regulations concerning hotel emergency procedures, safety or other compliance requirements, as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and brings the brand to life. We want our guests to relax and be themselves which means we need you to: Be you by being natural, professional and personable in the way you are with people, get ready by taking notice and using your knowledge so that you are prepared for anything, show you care by being thoughtful in the way you welcome and connect with guests and take action by showing initiative, taking ownership and going the extra mile.

Job Description

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• 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 maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Direct day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members. Ensure staff has the tools, training and equipment to carry out job duties.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Recommend and/or initiate salary, disciplinary or other staffing and human resources related actions in accordance with company and hotel rules and policies.
• 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.
• Conduct routine inspections of the front office and public areas and take immediate action if necessary to correct any deficiencies.
• Ensure that guest satisfaction data is analyzed and plans are developed and implemented to achieve established goals.
• Trains, cross-trains and retrains all front office personnel to ensure a consistent, high-level of performance at the front desk.
• Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Participates in the selection of front office and housekeeping personnel.
• Maintains working relationships with all departments.
• Verifies that accurate room status is maintained and properly communicated at all times.
• Aggressively seeks to discover and resolve guest issues quickly, efficiently and courteously.
• Maintain positive guest relations at all times.
• Receives information from the previous shift agent and passes on pertinent details to the oncoming agent.
• Wears the proper uniform at all times and requires all front office and housekeeping associates to wear uniforms at all times.
• Uphold the hotel’s commitment to genuine hospitality.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily room count. Monitor selling status and pick up of rooms and group blocks daily.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of the PMS, including software maintenance, report generation and analysis, and simple configuration changes.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Ensure that associates are, at all times, friendly, attentive, helpful, hospitable, and courteous to all guest, managers and other associates.
• Maintain required pars of all front office and stationary supplies.
• Review front office log forms and guest feedback log forms on a daily basis.
• Ensure company profiles are organized, spelled correctly and not duplicated.
• Ensure rate and company codes are properly sought out and attached to folios.
• Attend monthly department meetings and training sessions as necessary.
• Anything that contributes to a positive culture and the success of the hotel.
• Other duties as assigned.

Requirements

• High School Graduate or General Education Degree (GED).
• One to two years previous experience in a similar position.
• Basic computer skills required.
• PMS experience preferred (Opera, Visual Matrix, OnQ, etc.).