Director of Rooms
Company: Sonesta
Location: Milpitas
Posted on: August 5, 2022
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Job Description:
Key Job FunctionsManage day-to-day operations and assignments of
the front office staff; schedule, plan, and assign work. Develop
and communicate departmental strategies and goals. Communicate and
enforce policies and procedures.Recommend and/or initiate salary,
disciplinary, or other staffing/human resources-related actions in
accordance with Company rules and policies. Alert management of
potentially serious issues.Ensure all staff is properly trained on
systems, security and cash handling procedures, and service
standards and have the tools and equipment needed to effectively
carry out their job functions.Monitor front office staff to ensure
guests receive prompt, professional attention and personal
recognition. Ensure guests are greeted upon arrival. Respond
appropriately to guest complaints. Implement appropriate service
recovery guidelines in order to ensure total guest
satisfaction.Schedule and regularly conduct routine inspections of
the front office and public areas to ensure the appearance of such
areas reflects highly on the hotel, brand, and Company. Develop
actions plans to correct any deficiencies.Analyze guest
satisfaction data and develop and implement plans to achieve
established goals related to guest satisfaction scores, front desk
activities, etc.Achieve budgeted revenues, control labor costs &
expenses, and maximize profitability within all areas of the front
office. Participate in the preparation of the annual departmental
operating budget and financial plans which support the overall
objectives of the hotel.Maintain procedures for security of monies,
credit and financial transactions, and guest security. Check
billing instructions and guest credit for compliance with hotel
credit policyEstablish, implement, and maintain training and
procedures for PBX to serve as a central communications point
during emergency/crisis situations; develop and maintain
relationships with local fire, police, and emergency
personnel.Assist in managing hotel revenue generation and
maximization through full utilization of company systems, business
processes and specifications.Promote teamwork and quality service
through daily communication and coordination with other
departments. Key departmental contacts include Accounting, Revenue
Management, Sales and Marketing, Catering, Food and Beverage,
Housekeeping, and Maintenance.Strategy and Planning: Set
departmental goals and strategy to align to company mission and
departmental goals and targets.Responsible for the Loyalty program
in driving enrollments through the value of the program. Ensure all
guests who are members are appropriately recognized and receive the
appropriate benefits based on elite level while meeting all
standards.Coordinate with other departments to achieve Guest
Satisfaction Scores and Arrival Experience as goal sets by Sonesta.
Develop and maintain relationships with teract with outside
contacts:Guests - to ensure their total satisfactionRegulatory
agencies - regarding safety and emergency mattersOther contacts as
needed (professional organizations, community groups)Deliver
Passionate & Engaging Service to our GuestsYou will be passionate
and truly engaged in taking care of our guests, recognizing
individual guests and anticipating their unique needs in order to
exceed their expectationsYou will consistently deliver our GUEST
model:Greet or welcome everyone, warmly with a smileUse eye and ear
contact and guest's nameEstablish/anticipate needsSolve and own all
requests/complaintsThank everyoneBuild solid relationship with your
ColleaguesTreat colleagues with respect and dignityOther duties and
responsibilities may be assigned.The employee is expected to work
in other areas of the hotel when needed to assist operations to
perform job duties not necessarily contained in this job
description.Qualifications and Skills A candidate for this position
must possess the following applicable knowledge, skills and
abilities and be able to demonstrate and provide applicable
examples to support his/her competency.Associate's degree (A. A.)
or equivalent from two-year College or technical school; or six
months to one year related experience and/or training; or
equivalent combination of education and experience.Track record of
delivering exceptional guest or client munication skills are
utilized a significant amount of time for training and safety
purposes, and when interacting with guests and
associates.Appropriate professional appearance and
demeanor.Knowledge of Opera and internet software preferred.Ability
to read and comprehend simple instructions, short correspondence
and memos.Ability to effectively present information in one-on-one
and small group situations to customers, clients, and other
employees of the organization.Track record of delivering
exceptional guest or client munication skills are utilized a
significant amount of time for training and safety purposes, and
when interacting with guests and associates.Bi-Lingual
communications skills a plus.Strong communication
skills.Appropriate professional appearance and demeanor.Physical
Demands While performing the duties of this job, the employee is
regularly required to stand, walk and talk or hear. The employee is
frequently required to use hands to finger, handle, or feel and
reach with hands and arms. The employee is occasionally required to
sit, climb or balance and stoop, kneel, crouch, or crawl. The
employee must regularly lift and/or move up to 50 pounds. Specific
vision abilities required by this job include close vision.Work
EnvironmentThe work environment characteristics described here are
representative of those an employee encounters while performing the
essential functions of this job.The noise level in the work
environment is usually moderate. Additional Job Description This
job is the top Front Office job at a full-service hotel or at a
regional extended-stay hotel, or reporting to a Director of Rooms
Division at a large luxury or resort hotel. Typically supervises
front desk agents, and bell/van services, reservations, PBX, etc.
May oversee subordinate supervisors. Qualifications and
Requirements: Bachelor's degree in Hotel Management/Business
Administration, plus 3 years Front Office/Guest Service experience
including management experience, or an equivalent combination of
education and experience. Must speak fluent English. Other
languages preferred.This job requires ability to perform the
following:Frequently standing up behind the desk and front office
areasCarrying or lifting items weighing up to 50 poundsHandling
various objectsUse a keyboard to operate various property
management and reservations systems, etc.Other:Communication skills
are utilized a significant amount of time when interacting with
others; demonstrated ability to interact with guests, employees and
third parties that reflects highly on the hotel, the brand and the
Company.Reading and writing abilities are utilized often when
completing paperwork and management reports, interpreting results,
giving and receiving instructions, and training.Mathematical
skills, including basic math, budgeting, profit/loss concepts,
percentages, and variances are utilized frequently.Problem solving,
reasoning, motivating, organizational and training abilities are
used often.Ability to travel to attend workshops, specialized
training and/or certifications, etc.May be required to work nights,
weekends, and/or holidaysMaintain the health and safety protocols
estanblished by the Stay Safe with Sonesta Program The statements
in this job description are intended to describe the essential
nature and level of work being performed. They are not intended to
be ALL responsibilities or qualifications of the job. Benefits
Sonesta recognizes that benefits play a vital role in helping
ensure the health and financial security of employees and their
families. We offer a variety of benefits to our employees
including:Medical, Dental and Vision InsuranceHealth Savings
Account with Company Match401(k) Retirement Plan with Company
MatchPaid Vacation and Sick DaysSonesta Hotel DiscountsEducational
AssistancePaid Parental LeaveCompany Paid Life InsuranceCompany
Paid Short Term and Long Term Disability InsuranceVarious Employee
Perks and Discounts Upon submitting your application, please ensure
you complete a full application in addition to attaching a resume.
Incomplete applications received will not be considered. Sonesta
recognizes that benefits play a vital role in helping ensure the
health and financial security of employees and their families. We
offer a variety of benefits to our employees including: Medical,
Dental and Vision Insurance, Health Savings Account with Company
Match, 401(k) Retirement Plan with Company Match, Paid Vacation and
Sick Days, Sonesta Hotel Discounts, Educational Assistance, Paid
Parental Leave, Company Paid Life Insurance, Company Paid Short
Term and Long Term Disability Insurance and Various Employee Perks
and Discounts.We are an equal opportunity employer. All qualified
applicants will receive consideration for employment without regard
to race, national origin, religion, age, color, sex, sexual
orientation, gender identity, disability, or protected veteran
status, or any other characteristic protected by local, state, or
federal laws, rules, or regulations.
Keywords: Sonesta, Milpitas , Director of Rooms, Executive , Milpitas, California
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