Director of Rooms - Hay Creek Hotels

Essential Functions:

¨  Independently manages Front Desk andHousekeeping personnel, specifically Guest Service Agents, Night Auditors,Bell/Door, Housekeeping Manager, Room Attendants and Housepersons to includebut not limited to the responsibility of hiring, training, administeringperformance reviews, determining wages, coaching and discipline, termination,and weekly scheduling.

¨Consistently practice, lead, and train allFront Office and Housekeeping and staff in all service culture programs,procedures, and standards.

¨Develop, train, maintain, and adhere toall operating procedures and standards.

¨Schedule and lead department meetingsto support and refresh hotel standards in all areas.

¨Attend weekly managerial meetings.

¨Ensure staff department meetings arebeing held and attend as needed.

¨Work with department leads to managedepartment expenses to ensure they are in line with monthly budget

¨Ability to fill the role of anysubordinate staff member, including guest service agent, night auditor, guestroom attendant, and other housekeeping positions when needed.

¨Lead staff by professionally handlingescalated guest complaints, solve problems, apologize/empathize, and follow upwith all guest complaints, maintenance issues, housekeeping, and safetyconcerns.

¨Train all staff in emergency and safetyprocedures, responsible for ensuring guest and associate safety

¨  Ability to anticipate scheduling needs,develop efficient and labor-effective schedule, and communicate weekly to staffin a timely manner as required by hotel policy. Approve schedule weekly withGeneral Manager.

¨Flexibility to step into whatever roleis needed at the time in order to deliver exceptional customer service. Thismay include taking on job responsibilities outside of this job description andmay require assisting other departments in their regular functions.

¨Comply with hotels policy andprocedures regarding attendance and attire

¨Willingness to work weekends, holidays,and/or flexible hours

¨  Understand and practice all HCH safetyand security procedures, including Emergency Evacuation Procedures, AccidentReporting, Right to Know Law, Written Information Security Program, BloodbornePathogen Procedures, Anti-Harassment Policy, and Violence in the WorkplacePolicy.

¨  Comply with all Hotel and HCH time andattendance policies.

¨  Comply with all Hotel and HCH uniform,dress code, and appearance standards.

FrontOffice Responsibilities.

¨Assist General Manager in revenuemanagement, labor cost management, standards of procedure writing, etc. 

¨Assist sales in devising packages andother deals for the upcoming periods

¨Closely collaborate with Director ofSales and Marketing to maintain the hotel website with special stay packagesand deals

¨Implement and maintain a successfulYield Management Program

¨Have a thorough working knowledge ofhotel property management system and retail management system

¨Review the reservation transaction andsales reports daily

¨Contact housekeeping or maintenancestaff when guests report problems

¨Provide telephone services and operatethe telephone switchboard effectively

¨Greet and welcome all guests in aprofessional and hospitable manner

¨Interact with guests in a respectful,cheerful, and polite manner and effectively service the guest’s needs

¨Working knowledge of all rates,packages, and booking restrictions

¨Have full knowledge of all parkingoptions and charges, always offering luggage assistance

¨Thorough understanding of retailofferings and sales

¨Monitor guest accounts and charges

¨Handle all lost and found inquiriesefficiently and professionally, following proper guidelines

¨Responsible for safekeeping andissuance of managerial and room keys

¨Responsible for safety and handling ofdepartment banks and kept in safety deposit box

¨Be informed of all events taking placeat the hotel on a daily basis

¨Answer questions for guests both at thefront desk and over the phone

 Housekeeping Responsibilities;

• Closely collaborate with Housekeeping Manager to ensure all aspects of property are at a five star level regarding cleanliness throughout the property.

• Assist staff and supervisors in the cleaning and inspecting of the property, with the ability to perform all duties required of subordinates. 

• Work closely with Housekeeping Manager & Supervisor(s) to assist in the recruitment, onboarding, orientation, training, coaching and disciplining, motivating, rewarding, and terminating housekeeping employees. 

• Lead by example with professionalism and high standards of cleanliness. 

• Work with Housekeeping Supervisor(s) to assign daily rooms and duties to staff and inspect work regularly. 

• Keep a thorough inventory of all guest room needs, linen, rooms glassware, amenities, etc. Place orders as needed, ensuring budget guidelines are met and checkbook expenses are recorded. 

• Inspect and clean public areas to comply with department standards and guest expectations.

• Check all rooms each day to ensure cleanliness. File inspection reports with General Manager. 

• Maintain internal control of key policy. Train staff on key safety, guest safety, and sign in/out procedures. 

• Willingness to work weekends, holidays, and/or flexible hours based on hotel needs. 

• Communicate with front desk for daily tasks, room assignments, and room status reports.

• Clean all guestrooms in accordance with the standards and policies of the department. 

• Inspect all cleaned rooms by housekeeping staff, verify it is check-in ready and pass room via guest room phone. 

• Ability to prioritize rooms and delegate tasks based on guest arrivals.

• Ability to communicate with managers and from desk staff in a positive, efficient, and friendly manner. 

• Keep cart inventory stocked and organized at all times.

• Check the condition of all paper products in guest rooms. Replace as needed.

• Replace any directories, TV guides, stationary, and room information cards, etc. that are bent, torn or stained.

• Inform front desk of any stains, missing items, or any cause for additional guest charges to the room 

• Communicate all personal guest items left in room immediately by contacting guest as well as front desk manager by following lost and found policy.

• Ensure all guest room floors, stairs, and hallways are cleaned. 

• Report room service trays to Room Service staff.

• Make and undo cots/air mattresses, place in appropriate storage, deliver to rooms when necessary.

• Return all dishes, glassware and ice buckets to dish station. 

• Verify all items in the room are in good working condition.

• Notify Front Desk immediately of any maintenance related issues.

• Maintain cleanliness in public areas, including lobby, guest bathrooms, hallways, stairs, elevator, etc.

• Ensure public space cleaning checklist is completed daily.

• Check laundry area to ensure adequate supplies of linens are washed, folded and ready for use.

• Perform laundry duties as needed.

• Maintain laundry area and storage closets, to be kept cleaned and organized at all times.

• Identify soiled linens and damaged linens and care for per laundry standards.

• Lead any linen donation initiatives.

• Ensure washer/dryer settings are followed per hotel standard and that lint traps are cleaned daily.

• Deliver clean laundry to appropriate linen closets daily to set up for future shifts.

• Report malfunctions of laundry equipment to Engineering Manager and Operations Manager.

• Demonstrate team behavior and attitude of working together to accomplish tasks.

Hotel Specific Essential Functions:

¨ Ability to remain standing for 10 hours (or 100% of shift).

¨ Ability to remain in a stationary position for 8 hours.

¨ Ability to frequently move and lift up to 50 lbs.

¨ Ability to walk the property and grounds frequently.

¨ Ability to move up and down stairs regularly.

¨ Ability to bend, crouch, and kneel frequently and repetitively during a shift.

¨ Ability to use repetitive manual dexterity.

¨ Ability to move quickly based on guest needs.

¨ Ability to frequently communicate and exchange accurate information effectively.

¨ Ability to read, write, understand and speak English.

Technology and Equipment:

¨ Microsoft Office, including Outlook, Word, and Excel programs.

¨ Property Management System

¨ Multi-line Phone System

¨ Radio

¨ Que Maintenance Software

¨ Industrial Washer and Dryer

¨ Fabric Steamer

¨ Iron and Ironing Board

¨ Laundry Carts

¨ Linen bags

Working Environment:

¨ Work will primarily take place in a hotel environment.

¨ Group and solo work.

¨ Practice and observe all safety procedures.

¨ Interior of hotel, in all areas with exposure to extreme temperatures.

¨ Exterior of hotel with exposure to weather conditions.

¨ Exposure to various hazardous chemicals.

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.