Director of Rooms - Metropolitan of the 9 Hotel

Metropolitan at the 9 Hotel

Job Description

Job Title: Director of Rooms

Department: Housekeeping

Division: Housekeeping

Reports to: Hotel General Manager

FLSA Status: Exempt

Summary: Responsible for the overall flow and efficiency of hotel operations, including front office, guest services, and housekeeping.

Duties and Responsibilities:

• Greets and completes established check-in procedures for arriving guests on a daily basis in order to ensure guest are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established computer procedures in order to close guest accounts and open the room for the next sell.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Creates an Exceptional Guest Experience by anticipating guest needs and keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Handle all incoming reservation requests. (Obtaining the sale as well as selling the hotel at all times)
• Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last)
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Takes responsibility in absence of General Manager.
• Ensures that the overall operation of the front desk is completed daily.
• Works closely with housekeeping and maintenance to ensure property is maintained.
• In coordination with Human Resources hiring, motivating and training of staff.
• Performs other duties as assigned, requested or deemed necessary by management.
• Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
• Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.
• Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.
• Must follow established grooming standards.
• Have a friendly and personable demeanor with each encounter.
• Representing the hotel with the utmost of professionalism.
• Reviews/approves front desk, bell staff and housekeeping schedules weekly.
• Runs weekly and three month forecast with general manager.
• Interacts daily with Sales and Accounting.
• Handles monthly meetings for front desk, housekeeping, maintenance, and bell staff.
• Compliance with the hotel conduct policy.
• Attendance of all meetings, including weekly staff meeting.
• Have complete knowledge of emergency procedures of the hotel.
• Maintain a clean, organized, and presentable work environment at all times.
• Orders monthly supplies.
• Implementation of new procedures and/or policies.
• Prepares for the flow of the day including set up for walks.
• Controls and maintains reservations bookings.
• Responsible for special event bookings and advance deposit postings.
• Should close out M/A's two days after departure and check in M/A's daily.
• Should research and handle all no-show inquiries.
• Review reservations taken on the previous day.
• Maintain absenteeism/tardy policy.
• Be a leader and set an example to the staff by following all policies and procedures to the book.
• Administer front desk incentive program.
• Ensure that the correct rates are running nightly.
  
  
  

Qualifications:

Two or Four year degree in Hospitality or related experience in lieu of education requirement.

Language Ability:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to guests, clients, and other employees of the organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs.

Reasoning Ability:

Ability to apply common sense understanding to conduct written or oral instructions. Ability to handle challenges involving concrete variables in standardized situations.

Computer Skills:

Capability of learning or knowing how to use internet software programs that pertain to role.

Knowledge, Skills, and Abilities:

• Time management skills
• Ethical conduct
• Reliability
• Team oriented
• Customer service skills
  
  
  

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand, walk, use hands, reach with hands and arms, climb, balance, talk and hear. The employee is frequently required to stoop, kneel, crouch and crawl. The employee is occasionally required to sit, taste, and smell. The employee must frequently lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.

Work Environment:

While performing the duties of this job, the employee is occasionally exposed to outdoor weather conditions, extreme cold (non-weather), extreme heat (non-weather), wet or humid conditions (non-weather), and vibration. The noise level in the work environment is usually loud.