Assistant Director of Rooms
Rosewood Hotels and Resorts
Job Description The Assistant Director of Rooms is entrusted to support the Hotel Manager by directing the overall Rooms Division operations (Front Office & Housekeeping), maximizing guests’ satisfaction levels, whilst optimizing revenue, through the consistent application of quality, product, service, and fire life safety standards, in line with brand standards
Key Responsibilities
* Supervise the overall activities of Front Office, Housekeeping, Bell, Butlers, Transportation, Laundry, Service Centre and Explorers (and other areas as maybe designated).
* Monitor Rooms’ associates to ensure guests receive prompt, cordial attention and personal recognition, in line with corporate policies and standards at all times.
* Manage the Repeat Guest Recognition Programme (RGRP) and SAG programmes and ensures these are properly co-ordinated to the benefit of the guests concerned.
* Manage the "Guest Survey" programme to ensure data collection can be achieved, and drives subsequent action plans to consistently improve performance and increase guest satisfaction levels in Rooms areas.
* Action and follow up on feedback from the "Mystery Shopper" programme towards enhancing consistency of delivery for all services provided by Rooms’ departments.
* Manage and set targets for the Hotel’s Front Office Upselling Programme.
* Be a proactive member of the leadership team and exchange pertinent information between other departments and the division.
* Assume overall responsibility for maintaining presentation standards to ensure facilities (both Front and Heart of House related areas) and equipment are clean, in good repair and well maintained.
* Conduct comprehensive monthly departmental meetings to include review of Profit and Loss’s (as maybe needed), core programmes, guests’ glitches, strategic development, future activities, etc.
* Control and analyse, on an on-going basis, Rooms Division revenues and costs including Front Office Manager in the process to manage performance targets against budget and forecast.
* Promote inter-hotel sales and in-house facilities to drive incremental revenues.
* Monitor inventories regarding operating equipment and supplies.
* Ensure an efficient and effective use of the resources within the division.
* Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system.
* Oversee the division’s training requirements, managing performance appraisals, and the development of high potentials.
* Actively drive productivity initiatives, without negatively impacting guests’ service levels.
* Prepare the Rooms Division budgets for submission and review.
* Actively drive and co-ordinate the Operations Management Review (OMR) process and action plan across all Rooms Division areas, fostering continuous improvement.
* Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Room Division associates.
* Develop and update policies and manuals, as related to the Division, for implementation on the field, while ensuring compliance to the same for consistency across the group.
* Actively participate in and lead recruitment and talent development for the Division, to meet both current and future needs.
* Be a "Brand Ambassador" at all times and ensure brand integrity and clarity is always maintained.
*
Model the Corporate culture, vision, mission and core values at all times.
Skills & Qualification
* Hotel College Degree / Diploma, other Business related degree or equivalent experience
* 5 years Front Office or Executive Housekeeper experience
* Not less than five years Management experience (preferably Front Office discipline)
* Well developed leadership competencies
* Strategic thinking, with strong problem solving and organisational skills
* Good communication and presentation skills (written / verbal)
* Effective relationship management skills (internal / external)
* Strong guests’ focus skills
* Sound financial understanding to Rooms Profit and Loss level
Key Responsibilities
* Supervise the overall activities of Front Office, Housekeeping, Bell, Butlers, Transportation, Laundry, Service Centre and Explorers (and other areas as maybe designated).
* Monitor Rooms’ associates to ensure guests receive prompt, cordial attention and personal recognition, in line with corporate policies and standards at all times.
* Manage the Repeat Guest Recognition Programme (RGRP) and SAG programmes and ensures these are properly co-ordinated to the benefit of the guests concerned.
* Manage the "Guest Survey" programme to ensure data collection can be achieved, and drives subsequent action plans to consistently improve performance and increase guest satisfaction levels in Rooms areas.
* Action and follow up on feedback from the "Mystery Shopper" programme towards enhancing consistency of delivery for all services provided by Rooms’ departments.
* Manage and set targets for the Hotel’s Front Office Upselling Programme.
* Be a proactive member of the leadership team and exchange pertinent information between other departments and the division.
* Assume overall responsibility for maintaining presentation standards to ensure facilities (both Front and Heart of House related areas) and equipment are clean, in good repair and well maintained.
* Conduct comprehensive monthly departmental meetings to include review of Profit and Loss’s (as maybe needed), core programmes, guests’ glitches, strategic development, future activities, etc.
* Control and analyse, on an on-going basis, Rooms Division revenues and costs including Front Office Manager in the process to manage performance targets against budget and forecast.
* Promote inter-hotel sales and in-house facilities to drive incremental revenues.
* Monitor inventories regarding operating equipment and supplies.
* Ensure an efficient and effective use of the resources within the division.
* Ensure new technology and equipment are embraced, improving productivity whilst taking work out of the system.
* Oversee the division’s training requirements, managing performance appraisals, and the development of high potentials.
* Actively drive productivity initiatives, without negatively impacting guests’ service levels.
* Prepare the Rooms Division budgets for submission and review.
* Actively drive and co-ordinate the Operations Management Review (OMR) process and action plan across all Rooms Division areas, fostering continuous improvement.
* Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all Room Division associates.
* Develop and update policies and manuals, as related to the Division, for implementation on the field, while ensuring compliance to the same for consistency across the group.
* Actively participate in and lead recruitment and talent development for the Division, to meet both current and future needs.
* Be a "Brand Ambassador" at all times and ensure brand integrity and clarity is always maintained.
*
Model the Corporate culture, vision, mission and core values at all times.
Skills & Qualification
* Hotel College Degree / Diploma, other Business related degree or equivalent experience
* 5 years Front Office or Executive Housekeeper experience
* Not less than five years Management experience (preferably Front Office discipline)
* Well developed leadership competencies
* Strategic thinking, with strong problem solving and organisational skills
* Good communication and presentation skills (written / verbal)
* Effective relationship management skills (internal / external)
* Strong guests’ focus skills
* Sound financial understanding to Rooms Profit and Loss level
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