Director of Rooms Job at L'Ermitage Beverly Hills (Manchester)

Job Description

The Director of Rooms is a leader and member of our Resort Executive Team, responsible for ensuring exceptional guest experiences through the leadership of front office, housekeeping, and guest services. Key competencies include a strong focus on personalized anticipatory service, leadership through action, a strong financial acumen and the ability to remain calm while handling multiple situations.

Job Responsibility

Lead all aspects of the Resort’s guest accommodations to ensure a seamless and exceptional guest experience
Lead with a guest centric focus, able to decide critical priorities and bring to closure
Serves as a visible interface with guests, monitoring service feedback and overall satisfaction, and leading a continuous cycle of improvement
Lead and manage front office operations, housekeeping, guest services and retail, leading these departments to maintain high standards of cleanliness, service, and operational efficiency
Leads with credibility: building and inspiring trust throughout all departments
Owns the guest relationship of VIP guests, ensuring personalized recognition and exceptional service
Leads in financial acumen of departments, to include managing departmental budgets and labor forecasts
payroll, operating expenses, and departmental costs
Responsible for and accountable for key performance metrics including: ADR, RevPAR, Occupancy, Labor productivity, Guest satisfaction scores
Responsible for developing and implementing policies and procedures that align with the brand and customer service standards
Lead in the recruiting, training and motivation of associated departments measuring and adjusting training as appropriate
Collaborate with Sales and Marketing to develop strategies that enhance guest satisfaction
Partner with Revenue Management to maximize room revenue and profitability including proposing strategic initiatives
Maintains composure and demonstrates calm, confident leadership during tense or emergency situations, serving as a reassuring presence and effectively guiding the team through challenging circumstances
Drive GSS scores to the highest level with proper vision, training and hands on leadership

Requirements

Bachelor’s degree in Hospitality Management, Business Administration, or related field strongly preferred
A minimum of 5 years of progressive resort/hotel operations experience strongly preferred
Exceptional multitasking and project management skills with an ability to meet tight deadlines and bring items to closure
Proven track record in achieving financial targets, managing budgets, and implementing cost control measures without compromising on quality and service
Effectively able to lead and inspire
Strong financial and analytical acumen
Possesses strong high-level stakeholder communication skills, engaging effectively with investors and executives
Demonstrated clear verbal and written communication skills
Able to apply working knowledge of systems such as Opera, Birchstreet, Hotel Effectiveness, and ProfitSword preferred
Ability to work flexible schedules including weekends and holidays
Able to walk or sit for long periods of time
able to flex, bend, stoop, reach on a frequent basis

What we offer

Time off package including state VT Sick time for all employees, as well as a generous PTO plan plus 10 paid Holidays for full-time status employees
EOS Family Matters Program of 3+ months fully paid parental leave for new parents
Retirement savings option of 401k with employer match of up to 4% for all employees
Complementary $25K in Life insurance and $1K/mo. in long-term disability coverage for full-time employees
Optional additional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
Company-funded Employee Assistance Program for life challenges and mental health resources
Additional Health & Wellness benefits including prescription and gym membership discounts
Competitive wages with ongoing market analysis
Annual performance evaluations with eligible compensation adjustments
EOS Employee/Immediate Family Lodging Rates as low as $59 per night
EOS Friends and Family Lodging Discounts
EOS Dining Discount of 50% Off F&B at EOS Hospitality portfolio locations during travel
Discounted lodging rates from New England Inn & Resort Association partners
Pathways for growth and professional development including structured training and EOS Educational Reimbursement Program
Internal referral bonus programs up to $500 per referral
Incentive opportunities for both hourly and managerial roles
Supportive, open workplace culture with flexible and understanding work-life equality

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Director of Rooms

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