Description

Summary

To ensure the smooth and efficient running of all operational aspects of the Rooms Division and to ensure that the Housekeeping and Front Office are run according to the standards set for the brand in general and the hotel specifically.

Main Duties:

Administration
• To ensure that the Rooms activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
• To represent the Rooms, function on the Hotel's Executive Committee.
• To conduct regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• To oversee the preparation and update of Individual Departmental operations manual
• To ensure guest history files are maintained and utilized.

Customer Service
• To ensure that all employees deliver the brand promise and provide exceptional guest service at all times.
• To ensure that employees also provide excellent service to internal customers in other departments as appropriate.
• To spend time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary.
• To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• To ensure that employees also provide excellent service to internal customers in other departments as appropriate.
• To spend time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary.
• To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Financial
• To ensure that Front Office department in Rooms is operated in line with maximizing revenues and profit through upselling, pricing activities and proper yield management, while delivering on the brand promise.
• To maximize employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
• To ensure that each cost center (e.g. Housekeeping) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
• To strategically analyze business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.
• To proactively manage costs based on key performance indicators, working through the respective Heads of Department as appropriate.
• To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.

Operational
• To over the Rooms experience from check-in to check-out for all guests, working through each Head of Department to ensure a seamlessly perfect guest experience and adjust where necessary.
• To ensure that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
• To meet and greet regular and VIP guests as appropriate, and to ensure the proper handling of all of their reservations, room assignments and check-in experience.
• To regularly inspect rooms and other Rooms areas to ensure that the set standards are being maintained.
• To ensure that we are thoroughly bringing in agile ways of working to support the overall GOP of the hotel.
• To work with the Engineering Department to maintain guest rooms and the public areas to the highest standard.
• To feedback the results of the Consumer Audit and to ensure that the relevant changes are implemented.
• To work closely with other Executive Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

Personnel
• To oversee and assist in the recruitment and selection of all Rooms employees. To make sure that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their employees.
• To oversee the punctuality and appearance of all Rooms employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department's grooming standards.
• To maximize the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
• To conduct annual Performance Development Discussions with Heads of Department and to support them in their professional development goals. To ensure that they in turn conduct annual Performance Development Discussions with their employees.
• To ensure that each Head of Department plans and implements effective training program for their employees.
• To encourage employees to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
• To support the implementation of The People Philosophy, demonstrating and reinforcing Hyatt's Values and Culture Characteristics.
• To ensure that all employees have a complete understanding of and adhere to employee rules and regulations.
• To ensure that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• To feedback the results of the Colleague Engagement Survey and to ensure that the relevant changes are implemented.

Other Duties
• To maintain strong, professional relationships with the relevant representatives from competitor hotels and other organizations, especially travel agencies, local business groups and airlines.
• To read the hotel's Employee Handbook and understand and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to fire, hygiene, health and safety.
• To attend training sessions and meetings as and when required.

The pay rate for this position ranges from $95,000.00 to $105,000.00 annually.

Qualifications

• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• 5 years or more of progressive hotel Rooms experience (typically with Hyatt)
• Service oriented style with professional presentations skills
• At least 5 years experience in a senior role in a hotel rooms area
• Proven leadership skills
• Hotel/Hospitality degree an asset
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills
• Maintain communications with Corporate Staff