Director of Rooms

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http://thecolonypalmbeach.com .

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

Job Overview:         

The Director of Rooms Division is responsible for the oversight and coordination of all aspects of the Rooms Division including but not limited to Front Desk, Valet, Guest Services, Housekeeping/Laundry and Retail operations and functions, including financial results, strategy and quality of service. Responsibilities include leading and directing the team to maintain and exceed highest quality service on a daily basis and ensuring compliance with Forbes luxury standards.

KEY RELATIONSHIPS:          

Internal: Front Desk, Concierge & Guest Services, Reservations, Valet/Bell, Retail, Housekeeping, Laundry, Revenue Management, Culinary, Engineering, Accounting & Administration, PR & Marketing, Sales, Banquets & Catering, and Food & Beverage

External: Hotel guests/visitors, meeting planners, designated service company personnel and vendors.

STANDARD SPECIFICATIONS:  

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health and/or safety of themselves, other employees or member/guests.

QUALIFICATIONS:

1. 1. Deep understanding of successful luxury hotel operations gained through extensive experience in service delivery.
   2. Customer focus required for meeting external guest requirements and internal organizational expectations.
   3. Excellent project management and problem-solving skills.
   4. Strong interpersonal and communication skills to lead, influence, and encourage others, advocate sound financial decision making.
   5. Ability to encourages mutual respect and cooperation among team members, maintain open and collaborative relationships with employees and other departments and ensure behavior is followed throughout the team.
   6. Ability to effectively communicate performance expectations in accordance with job descriptions for each position and monitor progress holding other accountable for their performance. 
   7. Ability to achieves and exceed goals including performance goals, budgets, team goals, etc.
   8. Strong leadership skills.
   9. Ability to manage all day-to-day operations ensuring the quality and standards are met, and exceeding the expectations of guests on a daily basis.
   10. Ability to be a clear thinker, analyze and resolve problems, and exercise good judgment.
   11. Drive for results required in order to manage budgets and meet deadlines.
   12. Ability to direct the performance of assigned staff and follow up with coaching and guidance to praise or make corrections.
   13. Ability to motivate assigned staff and maintain a cohesive team.
   14. Ability to ascertain staff training needs and provide such training.
   15. Ability to focus attention on details.
   16. Ability to develop strong, productive, professional relationships with internal and external member/guests.
   17. Ability to stand for a full shift and perform physical movements in carrying out job duties.
   18. Ability to ensure security and confidentiality of guest and employee information and materials.
   19. Ability to work without direct supervision and provide immediate follow-up.
   20. Previous strong P&L, department budgeting, and accounting knowledge.

Desirable:

1. Ability to handle non-routine responsibilities and constantly changing business conditions.

Essential Job Functions:

1. Oversight of all front office and housekeeping operations, including front desk, concierge/pbx, bell attendants, valet parking operations, and loss prevention along luxury guidelines.
2. Collaborates closely with other leaders and support overall operations.
3. Supervise all Rooms Division Managers/Supervisors on daily, weekly, monthly and annual action plans related to property strategic plan.
4. Develop rooms and rooms related programs.
5. Ensure consistent excellence in delivery of service across all operating areas.
6. Maintain brand service standards and provide guidance to leadership and management regarding quality and service standards.
7. Leadership / Mentoring role for The Colony’s Rooms Division employees.
8. Maintain complete knowledge of all Rooms Division department policies/service procedures.
9. Maintain complete knowledge of:

• all hotel features and services;
• all room types, rates, special package and promotions;
• daily arrivals / departures / room availability;
• scheduled in-house group activities;
• local happenings and points of interests.

Desirable:

1. Complete daily walk-throughs of Rooms Division department areas observing staffing levels, appearance, service, operational cleanliness and maintenance, quality and consistency of operations.
2. Responsible for excellence in appearance of all areas throughout the hotel.
3. Produce constant improvement in guest experience satisfaction metrics.
4. Proactively and strategically evaluate department operations and recommend changes to improve department efficiency, effectiveness and guest satisfaction.
5. Ensure the quality and productivity of Rooms Division functions that guarantee high levels of personal service.
6. Monitor and ensure adherence to all service standards.
7. Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts with assistance and direction of Director of Finance.
8. Coordinate with Revenue Management to maximize room occupancy, rates and profits.
9. Participate in weekly Revenue meetings.
10. Monitor room inventory and availability throughout the property.
11. Analyze shortfalls in forecasts and financial reports, develop and implement steps to correct them.
12. Prepare and execute action plans as directed by management.
13. Develop and implement controls for expense management.
14. Manage departmental controllable expenses to achieve or exceed budgeted goals.
15. Maintain high visibility with employees and guests.
16. Monitor, track, and handle guest comments. Handle all guest complaints expeditiously to complete resolution. 
17. Coordinates room amenities and special requests.
18. Monitor security of public areas of the hotel.
19. Set and manage appropriate standards and SOPs to assist in maximizing the highest level of service while always accommodating the guests needs.
20. Monitor proper operations of rooms division systems. Be familiar with and able to troubleshoot problems with the hotel systems.
21. Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
22. Work closely with other department heads for any needs in any of the Rooms Division areas and to assure the highest level of guest resolution.
23. Attend all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events.
24. Be able to assists guests with checking in and checking out, room transfers, collect payments.
25. Oversee cash handling procedures and bank system.
26. Monitor effectiveness of departmental staffing guide and provide proactive solutions to accommodate guest expectations. Ensure being proactive with recruitment process for department needs
27. Coordinate weekly schedules for Front Desk, Reservations, Guest Services, Valet/Bell and Housekeeping staff.
28. Develop training programs for Rooms Division areas, create and develop SOPs.
29. Provide and oversee training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
30. Monitor interviewing and selection of all departmental positions to ensure consistency in administering direction, development of quality, depth and growth, and maintenance of positive motivation, morale and efficiency. 
31. Maintain high employee satisfaction scores throughout the division including maintaining low turnover.
32. Control payroll in line with the budget.
33. Create and maintain a quality, professional work environment.
34. Administer performance evaluations and timely feedback for all departmental employees. Follow-up on action planning or retraining.
35. Anticipate guests’ and employees’ needs and respond promptly. 
36. Conduct or coordinate pre-shift meetings to review information pertinent today’s business and hotel operations.
37. Facilitate departmental strategic planning meetings.
38. Performs other duties as assigned

Educational and Experience Requirements:

1. 4-year degree from an accredited university in Hotel Management, Hospitality, Business or related major.
2. Minimum of 5-years progressive management/supervisory experience in various hotel Rooms Division positions or related hotel professional area.
3. Previous experience in a luxury hotel/resort property.
4. Excellent knowledge of hotel/resort operations.
5. Excellent organization skills and ability to work well under pressure and meet deadlines.
6. Availability to work holidays, weekends and periods of high demand.
7. Ability to deliver presentations in a concise, well-organized manner.
8. Fluent with statistical and competitive analysis, budgeting and forecasting.
9. Computer Skills - uses basic computer hardware and software. Proficient with Excel, STAR Report, hotel PMS, and other systems that may require access to function in this role on a daily basis.
10. Analytical Reasoning - demonstrates ability to solve work-related issues using basic mathematical functions.
11. Oral Comprehension - demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
12. Reading Comprehension - demonstrates understanding of written sentences and paragraphs in work-related documents.
13. Writing - communicates effectively in writing as appropriate for the needs of the audience.
14. Ability to maintain strict confidentiality.