Rooms Division Manager

Working closely with the General Manager, and other managers as a hands-on employee, you will be responsible for the overall operation of the Housekeeping, Guest Services and Hotel Security departments to ensure excellent guest experiences.

Job Duties

Responsible for short and long term planning and day-to-day operations of the guest services, housekeeping, security and related areas.

Implements and manages hotel’s daily quality process including goal communication, staff member empowerment, compliance with Canad Certified 4Star Standards, service recovery, and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements, and coaches accordingly. Ensures efficient communication to all operations team members.

Work with rooms team to prepare departmental annual budget, business/marketing plan, forecasts and objectives to meet/exceed management expectations

Provide direct and floor presence during operational peaks such as the arrival & departure patterns, to support staff and to ensure that service standard components are delivered.

Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality. Plan and prepare for guest experiences through operational coordination of VIP, elite and site inspection guests.

Inspects rooms, public space and back-of-the house areas continually

Determines appropriate staffing levels for forecasted business and schedules employees accordingly

Develops and implements process for providing employees with customer service, technical and safety training on an ongoing basis

Oversees inventory, purchasing, disbursement and cost control for all linens, cleaning supplies, customer room and restroom supplies, laundry supplies, etc.

Oversees operation of (and/or outsourced relationship with) laundry

Monitors assigned departments with compliance to safety standards

Coordinates room availability with the Guest Services team

Coordinates room maintenance with Maintenance Manager

Develops and implements strategies and practices which support employee engagement

Recruits and selects qualified candidates

Provides employees with the orientation and training needed to understand expectations and perform job responsibilities in compliance with Canad service and teamwork

Creates 100% guest satisfaction by providing employees with the training and resources they need to maximize employee engagement and deliver service and teamwork

Communicates and reinforces the vision for Canad Certified service to employees

Ensures that employees provide genuine hospitality and teamwork on an ongoing basis

Seeks opportunities to improve the customer experience by seeking customer feedback, reviewing management reports and developing strategies to improve department and hotel services

Core Competencies

Customer Focus

Communication

Energy and Stress

Team Work

Quality Orientation

Time Management

Adaptability / Flexibility

Creative and Innovative Thinking

Decision Making and Judgement

Planning and Organizing

Problem Solving

Result Focus

Accountability and Dependability

Ethics and Integrity

Mediating and Negotiating

Providing Consultation

Leadership

Coaching and Mentoring

Staff Management

Enforcing Laws, Rules and Regulations

Mathematical Reasoning

Development and Continual Learning