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Director of Rooms

Company: Sonesta
Location: Milpitas
Posted on: August 5, 2022

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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