Director of Rooms

Requirements

• Works with Front Desk, Star Service, VIP, Guest Service and Valet leadership to ensure highest level of service, efficient operations and compliance with all Loews Standards
• Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments.
• Monitors, reconciles and communicates accurate occupancy information to all hotel departments
• Supervises all Front Office Manager, Assistant Front Office Managers, Guest Service Manager, VIP Manager, Star Service Manager and Valet Account Manager – and offers guidance and support to entire supervisory and line team
• Monitors Service scores and praises or holds department managers accountable for performance
• Monitors and manages labor in all areas
• Works closely with Valet Account Manager and District Manager to ensure operations are meeting Loews expectations
• Mentors and develops Managers and helps them identify career paths
• Works closely with other department heads for any needs in any of the Front Office and Housekeeping areas
• Monitors and ensures adherence to all Loews Hotels Star Service Standards
• Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, Hot SOS and PMS interface control
• Works with Reservation Manager, and Revenue Manager to determine daily room rates based on occupancy and revenue goals
• Ensures all daily tasks at the F.O. are being completed and assisting if necessary
• Oversees training of all Front Office and Housekeeping
• Evaluates individual Director/Manager performance, determining improvement and training needs and advancement requirements
• Develops departmental incentive and staff motivation programs
• Coordinates hotel participation in Loews First and other corporate Marketing programs
• Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction
• Ensures accurate department attendance records and Star Service Recaps are maintained
• Sets goals for Front Office and Housekeeping Department Managers
• Ensures each department operates with sufficient inventories of needed supplies
• Works with Conference Managers, and Sales Managers to satisfy all special group requests
• Ensures the provision of all appropriate information and collateral materials to package guests
• Ensures accurate communication of information to guest regarding all hotel facilities and operating hours
• Attends and participates in departmental meetings for all Front Office Areas
• Ability to make decisions on imperfect information
• Oversees all departmental; budgets, forecasts and schedules
• Keeps the Director of Operations appraised of all significant happenings in both the Front Office and Housekeeping
• Attends all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintain communication with other departments within the hotel
• Holds weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental TM’s
• Other duties as assigned