Job Overview JOB OVERVIEW El San Juan Hotel Director of Rooms is responsible for the performance of the Rooms Division; which may include Front Desk, Guests Services and Housekeeping. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and employees and provides a return on investment to the owner and company. Essential Functions ESSENTIAL JOB FUNCTIONS GUEST SERVICE/COMMUNICATIONS Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand's target customer and team members. Present an authentic and professional image to further the overall theme of the property. Follow hotel standards on the Forbes Five star standards. Lives and promotes El San Juan Hotel philosophy of service excellence Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer. Delivers excellent customer service throughout the customer experience and encourages the same from other employees. Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. Coordinates and communicates event details both verbally and in writing to the customer and property operations. Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations. Responds to and handles guest problems and complaints. Uses personal judgment and expertise to enhance the customer experience. Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. JOB DUTIES Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer. Analyzes service issues and identifies trends. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. Works with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. Monitors Rooms operations sales performance against budget. Reviews reports and financial statements to determine Rooms operations performance against budget. Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results. Champions the brand's service vision for product and service delivery. Communicates a clear and consistent message regarding departmental goals to produce desired results. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. Analyzes service issues and identifies trends. Works with Rooms team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution. Reviews and audits expenses. Monitors Rooms operations sales performance against budget. Reviews reports and financial statements to determine Rooms operations performance against budget. Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses. Qualifications Excellent communication skills in all aspects; Professional and appropriate business appearance and presentation; 5 years' experience in a comparable position in a luxury hotel operation; Excellent knowledge of all aspects of Rooms Division Operations; Excellent organizational and administrative skills; Excellent guest service and problem resolution skills; Flexibility to meet the demands of a 24-hour operation; Ability to work comprehensively with spreadsheets and budgeting packages. QUALIFICATION STANDARDS EDUCATION & SKILLS 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 5 years of experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area in a luxury hotel operation. CERTIFICATES Health Certificate as required by law SDL2017
