Director of Rooms - The Capitol District Marriott

Description

PURPOSE OF POSITION:
Oversee all front office, housekeeping, loss prevention and inventory operations to insure profitability, control costs and quality standards to insure total guest satisfaction. Directs and oversees the implementation of all safety and security programs for the purpose of providing protection of all persons and property and direct all phases of the Housekeeping Department within established Marcus Corporation and Marriott policies and procedures.

ESSENTIAL FUNCTIONS:
1. Leadership of Rooms departments to ensure all guests are provided with quality service while maximizing room revenue and productivity, and developing managers and employees.
2. Oversight of all front office operations (front desk,  AYS, bell/door associates and valet parking operations), housekeeping operations (guest room attendants, public area attendants, office cleaners, housepersons), Reservation operations (Inventory Manager and rooms controller) and loss prevention operations (loss prevention officers) while following, instructing and oversight of Marriott and Marcus Hotels & Resorts guidelines. 
3. Manage and motivate all guest services, housekeeping and loss prevention departments to assist in daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
4. Complete knowledge of Night Audit including but not limited to: Front Office operating systems, Fire Panel, Emergency Procedure Manual, Marcus Operational Manual, and Safety and Security operations.
5. Insuring the quality and productivity of housekeeping functions that guarantee the cleanliness of all guest areas based on Marriott and Marcus Hotels & Resorts guidelines, and ensuring high levels of personal service delivered by housekeeping associates and a stable work force.
6. Assist in oversight of the Safety Committee program and Safety Audit Process.
7. Excellence in appearance of all areas throughout the hotel within the Rooms Division while producing constant improvement in guest experience satisfaction metrics through Marriott standards (GSS).
8. Create year-over-year improvement in associate satisfaction scores throughout the division including maintaining low turnover and high promotion-from-within ratings.
9. Oversee development of managers within division for succession planning.
10. Control payroll and direct expenses in line with the budget and varying levels of business using corporate-wide technology and other systems.
11. Ensuring that staffing is maintained at an appropriate level to match business demand.
12. Participating in all regular and ad hoc operational meetings and in the formulation of strategic business plans.
13. Handling all guest complaints expeditiously to complete resolution.
14. Participation in weekly forecasting and scheduling activities.
15. Providing assistance in developing the annual hotel budget.
16. Closely monitoring the financial performance of all departments, in particular monitoring all Rooms expenses to ensure that they are kept in line with budget; and providing solutions to improve problem areas and assisting in implementing corrective measures.
17. Preparation of action plans as directed by management.
18. Daily reviews of operating outcomes (including corrective action if required).
19. Maintaining high visibility with associates and guests.
20. Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing Rooms Division leaders in details of work.
21. Assist in organization and conducting pre-shift and departmental meetings to disseminate pertinent information.  Attend other hotel meetings as deemed necessary.
22. Participate in Manager on Duty program requiring weekend stayover, constant monitoring throughout hotel and troubleshooting problems.
23. Represent the hotel with professionalism and decorum.
24. Perform all other related duties and special projects as requested and/or assigned.    

POSITION REQUIREMENTS:
1. 2-4 years’ experience as Assistant and/or Director in Rooms Operations (Housekeeping, Front Office) or a comparable position in a luxury hotel operation.
2. Previous housekeeping management experience, with thorough knowledge of all housekeeping procedures.
3. A Four (4) year college degree is required, while an advanced degree in hospitality related field preferred.
4. Considerable knowledge of computer systems for registration, reservations, and back up systems.
5. Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
6. Must be willing and able to smile.
7. Excellent interpersonal and communication skills to include the ability to read, write, speak, and understand the English Language. Additional language ability preferred.
8. Thorough organization and management skills proficient in accomplishing the task.  Ability to develop subordinates to enhance advancement in the hotel and corporation.
9. Ability to analyze complex statistical data and make judgments accordingly.
10. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
11. CPR Certification and/or First Aid Training preferred. 
12. Dependable and reliable to meet the demands of a 24 hour operation with flexibility to work a varied schedule to include days, evenings, weekends, holidays and the ability to work under pressure.
13. Must be able to represent the company in a professional, well-groomed and courteous manner.
14. Must be able to physically and visually inspect all areas of Hotel and be able to stand, walk, bend, kneel, lift, grasp, stretch, and reach primarily to physically and visually inspect all areas.