Director of Rooms - Hilton Tucson El Conquistador

Scope:

The Director of Rooms is responsible for overseeing all aspects of the Rooms Division to ensure the highest standards of Resort hospitality, Guest service, cleanliness and compliance are maintained throughout the Resort. This position provides strategic leadership and operational direction to the Front Office, Guest Services, Housekeeping and Laundry departments. The Director of Rooms is an Executive Committee position and will collaborate with the Resort Division Heads to drive revenue generation, operational efficiency and effectiveness, Guest focused service that is consistent with Hilton Brand standards, Management core values and Resort specific service philosophy.

Primary Responsibilities:

Ø Oversee daily operations of the Rooms Division, ensuring smooth, efficient, and profitable performance across all departments. Based on forecasted revenues for the upcoming 30, 60 & 90 day periods to maintain total Rooms expense, Labor productivity thresholds to achieve departmental profitability versus Budgeted and Forecasted expectations.

Ø Maintain current effective policies procedures, and service standards and develop/implement departmental policies, procedures, and service standards to uphold the Hilton Brand and Resort’s service quality.

Ø Monitor room inventory, occupancy, and Room revenues that are aligned with management strategies. This is in coordination with the Revenue and Sales teams. Working closely with Revenue department to execute strategy that is set forth in weekly Revenue meetings.

Ø Prepare and manage the Rooms Division budget, including labor, supplies, and capital expenditures.

Ø Monitor financial performance and implement cost-control measures while maintaining service quality. Reporting of productivity metrics on a weekly, monthly and YTD to ensure labor is aligned with Budget and Forecasted goals.

Ø Champion a guest-first culture by leading service excellence initiatives throughout the Rooms Division. This requires availability to support the Team with guest interactions, problem resolution and coaching/counselling to improve service delivery.

Ø Handle and resolve guest concerns and service recovery issues in a prompt and professional manner. Stay Experience Platform responsibility to read, respond and resolve all guest concerns and share guest compliments with other Department leaders.

Ø Analyze guest feedback to identify controllable areas to implement continuous improvement plans. Share with department heads reporting and champion Stay Experience Platform reporting of metrics in staff meetings.

Ø Ensure preventive maintenance and cleanliness standards are consistently met in guestrooms, public area and common spaces. Utilization of work order platform to ensure completion and tracking through reporting is required. Semi annual deep clean and PM reporting per QA standards.

Ø Conduct regular inspections of guest rooms, public areas, and facilities to ensure a luxury-level guest experience. Utilization of work order platform to ensure completion and tracking through reporting is required.

Ø Follows company policies and procedures and is able to effectively communicate them to direct reports in the varying departments.

Ø Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.

Ø Based on quarterly forecast ensure that departments are right sized and staffed appropriately. This is coordinated in collaboration with HR and Recruitment Manager.

Ø Effectively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews). Maintain high retention levels through providing a supportive, warm and safe environment for our Team Members to learn and excel.

Ø Conducts weekly training regarding safety, security, department procedures and service guidelines to maintain compliance with our monthly safety program.

Ø Fulfills Manager on Duty shifts.

Ø Always provides a professional image through appearance and dress

Ø Attendance in compliance with our Management and Resort policy.

Internal: All hotel departments: For effective communication

External: Hotel guests: To provide customer service

Valet Service: To provide customer service

Transportation Companies: For guest transportation, Lost Bags

Local Businesses: To provide information for guest and develop relationships

Qualifications:

Education/Experience:

Bachelor’s degree in hospitality management or related field (or equivalent experience in a Resort or Upper Upscale Hotel).

Minimum 5–7 years of progressive Rooms Division or Front Office leadership experience in a luxury resort or full-service hotel.

Proven success in team leadership, budget management, and guest satisfaction improvement.

Strong knowledge of property management systems (PMS), point of sale (POS) systems, and Microsoft Office Suite.

Excellent communication, problem-solving, and organizational skills.

Ability to work flexible hours, including weekends and holidays.

Certification and/or License Requirement: Hilton GRO certified, Certified Tourism Ambassador, Alcohol Awareness certification

Skills:

Leadership skills.

Interpersonal skills.

Communication skills.

Planning and Organizational skills.

Customer service orientation.

Computer skills.

Working Conditions:

Will be required to work nights, weekends and holidays.

Will be required to work in fast paced environment.

May be required to be on call when away from work.

Physical/Cognitive Activities:

Director of Rooms

This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.

The major responsibility in this position is to manage the functional areas of guest services, therefore a significant portion of the workday is spent moving about, speaking and listening, usually while standing up. The vast majority of time is spent moving about while communicating with staff or guests. Close supervision and interaction with staff and guests is essential in this position to ensure guest satisfaction. A significant portion of time is spent using the hotel’s computer system for reservations, scheduling or other guest related services. Problem solving is a crucial component of this role and empowering our Team Members for first person resolution is key.

Lifting or carrying approximately 50 lbs. can occur at times, but not often.

A portion of time is spent sitting down and some of this time is spent completing departmental paper work, such as schedule, payroll or labor reports.

Reading and writing abilities are used often in reviewing and compiling departmental records or guest registration and reservation information.

Since the employee in this position oversees several subordinates, a vast amount of time is spent utilizing problem solving, reasoning, motivating and training abilities.

Mathematical skills such as profit/loss concepts, percentages and variances are used often.

Organizational Structure:

· Reports to: Resort Manager/ General Manager

· Subordinates: Front Office Management, Front Office Supervisor(s), Front Desk Agents, Night Audit, Telephone Operators, Bell Captain, Bell Staff, Van Drivers, Concierge, Housekeeping Management, Housekeeping Supervisor(s), Room Attendants, Houseperson(s), Laundry Supervisor, Laundry Attendants.

· Job title also known as: Rooms Director

This job description is a general representation of the duties and responsibilities commonly found in Desert Hospitality Company for this type of position; it may be modified at an individual hotel based upon business necessity.