Director Of Rooms

The Director of Rooms oversees the Front Office, Reservations and Housekeeping departments within the property and is responsible for ensuring a smooth operation and coordination of all departments in order to maximize revenue and occupancy. The Director of Rooms is the main liaison with the hotel's housekeeping contractors, its contractual agreements and performance and working in conjunction with them.
Duties and responsibilities:
General

• Oversee Front Office, Reservations and Housekeeping operations and ensure our internal and external guests receives 100% satisfaction at all times.
• Create, update and monitor all Front Office, Reservations and Housekeeping department SOP's and procedures.
• Ensure that all SOP's and procedures are understood and followed within the Rooms Division.
• Adhere to company credit policies to ensure all revenue expected will be received.

Guest relations

• Handle and resolve all guest complaints in a timely manner and satisfactorily while ensuring a high level of guest satisfaction.
• Interacting with guests and model the way in delivering our overall guest experience.
• Handling of guest security and property security protocols while ensuring implementation and execution is appropriate at all times including the property Red Alert Book.
• Maintain and update property fire and emergency procedures and ensure all relevant departments are fully aware of the procedures.
• Obtain feedback from guests to improve quality standards of service; ensure that personalised service is extended to all guests.
• Develop, maintain and manage all guest VIP programs, service recovery programs and guest related activities including ad-hoc projects.

Staff Relations & Financials

• Ensure all Front Office, Reservations and Housekeeping associates have performance appraisals and are given clear development opportunity guidelines.
• In coordination with the HR Department, ensure Front Office, Housekeeping and Reservations associates undergo adequate training and that it is carried out in their day-to-day activities in line with departmental task analysis.
• Produce Front office, Housekeeping and Reservations budgets, develop action plans and strategies to ensure all KPIs are communicated to relevant associates and achieved.
• Responsible for Front Office, Reservations and Housekeeping department's performance within the budget and cooperates with Sales and Marketing and Revenue on the strategic action plan.
• Ensure a regular scheduled meeting with the Front Office Manager and Executive Housekeeper takes place to check progress or preventive maintenance, health and safety, general standards or hygiene in rooms are maintained.
• Ensure housekeeping contracts are managed in accordance to agreement.
• Ensure that the Front Office department is a sales-driven and customer-focused operation.
• Oversee all performance, engagement, departmental training, departmental incentive programs and ensure smooth operations across all departments.
• Conduct relevant team training, performance appraisals, performance management as well as discipline, coaching and counselling as appropriate.
• Management of Front Office time and attendance system in accordance with the National Employment Standards and Hospitality Industry General Award and ensure all rosters, leave management and timesheets are managed in line with Victorian legislative requirements.

Communication

• Build and maintain strong working relationships with all departments.
• Ensure regular communications and co-ordination meetings are held with relevant departments focussing on guest service, team performance and work progress.
• Ensure daily briefings are conducted with each change of shift in the Front Office and Housekeeping Department.
• Ensure Departmental meetings are held on a regular basis to provide general updates and maintain

effective departmental communications.

• Provide professional, executive and advisory support to the Director of Operations to assist in achieving the strategic goals of the business.
• Assist Director of Operations with any other duties as directed.

Qualification

• Possess a Bachelor Degree or equivalent.

Experience

• Minimum of 5 years in Front Office operations.

Knowledge, skills and abilities:

• Excellent Knowledge of Microsoft Office Suites and Property Management System.
• Superior written and oral communication skills.
• Excellent social and interpersonal skills.
• Be a natural leader and model the way.
• Excellent presentation and grooming standards.
• Excellent organisational and time management skills, with the ability to set priorities for self and others.