Director of Rooms - Napa, United States - The Westin Verasa Napa

The Westin Verasa Napa

Verified Company

Napa, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Responsibilities

Responsible for assuring the complete success of the room's team (Service Express/Front Office and Housekeeping) with a focus on guest service, associate satisfaction and the financial success.

It is expected that the Director of Rooms strive to ensure increased efficiencies, expand operational successes, reduce service errors and drive brand loyalty and long term profitability.

Responsible for the overall direction, coordination and evaluation of all areas of the rooms team including hiring, training plans, staffing levels, project management, addressing and managing elevated service issues.

Responsible for documenting progress, target strengths and weaknesses, provide follow-up training and encourage, motivate and recognize managers and supervisors.

The Director of Rooms will be responsible for supervising the front office management team, the housekeeping management team and act as a leader/positive role model with the rooms division.

Key Responsibilities:

Manage all facets in rooms division in order to attract, retain and motivate

the associates.

Hire, train, develop, implement and maintain service culture, empower, coach and counsel, conduct performance & salary reviews, resolve problems, provide open communication vehicles, discipline & terminate as appropriate.

Oversee departmental matters as they relate to federal, state & local employment and civil rights laws.

Develop, recommend, implement and manage the rooms division's annual budget, expenses, business/marketing plan, forecasts and objectives to maximize rooms division efficiencies.
Implement company programs and manage the operations of the division in a manner consistent with federal, state and local laws and regulations and Westin policies and procedures to ensure a high level of quality and customer satisfaction.
Ensure Westin/Marriott Brand compliance manage GSS and Westin audits/reviews, implement & manage new Marriott programs, brand standards, procedures and companywide software updates.
Supervise, review and respond to social media, guest comments, Trip Advisor and other feedback channels. Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
Implement emergency organization procedures and training through the management of the Security staff to ensure appropriate protection for hotel guests, staff and company assets.
Establish and monitor product par levels through the rooms division.
Responsible for weekly and monthly inventories of products and supplies throughout housekeeping and the front office.
Implement and monitor housekeeping daily crediting and cleanliness scores.
Review housekeeping inspection sheets with the housekeeping management team.
Administer and calculate rooms team efficiencies and analyze areas requiring improvement.

***In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

Ability to assume the responsibilities of the General Manager in his/her absence.
Perform special projects and other responsibilities as assigned.
Participate in task forces and committees as requested.

Other:

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

In addition, attendance at all scheduled training sessions and meetings is required.

General Skills Description
High school or equivalent education required. Bachelor's Degree preferred.

Four to six years experience in Front Office/Housekeeping/Guest Services, including at least four years supervisory experience, required.

Skills and Knowledge
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
Must be able to speak, read, write and understand the primary language(s) used in the workplace.

Must be able to read and write to facilitate the communication process.

Requires good communication skills, both verbal and written.

Most tasks are performed in a team environment with the employee acting as a team leader. There is mínimal direct supervision.

Must possess supervisory and management skills to communicate and express ideas and directives clearly to employees

Must possess basic computational ability.

Must possess basic computer skills.

Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.

Advanced knowledge of the principles and practices within the rooms discipline and hospitality profession, including experiential knowledge for ma