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

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:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

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.

Upon employment, all employees are required to fully comply with Marriott rules and regulations for the safe and effective operation of the hotel's facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

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 minimal 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 management of people and complex problems.

Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.

Ability to make decisions with only general policies and procedures available for guidance.

Must be able to negotiate, convince, sell and influence professionals and/or hotel guests.

Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their state and local analogues (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Westin standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.