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The Director of Rooms oversees the Rooms Division (Front Desk and Housekeeping). The Director of Rooms ensures that standards are met, guests and employees are satisfied, and problems are promptly resolved, takes action that maximizes the profit of the division and ensures adherence to the hotel’s standards, policies and procedures. The Director of Rooms has strong leadership, interpersonal, and analytical skills, can prioritize and adapt to the operation's changing needs, a solid work ethic, good business acumen, and a passion for service.
Job Responsibility:
Directly supervises the Department Heads within Front Office and Housekeeping
Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements, and hotel initiatives
Interviews and trains the staff
Conducts Performance Evaluations and disciplines staff when needed
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Will resolve complaints in person, by phone, or through written messages
Develops relationships with return guests, group contacts, and other guests to provide personalized service
Assures that the financial goals of the division and the hotel are being met
Monitors and controls labor and other divisional expenses such as supplies and equipment
Works closely with Reservations, Sales, and the Front Office to maximize rate, occupancy, and total revenue
Assists in preparing business forecasts
Prepares Annual Budget for the division
Review and monitor staff schedules in all Rooms Division departments
Monitors their activities to ensure standards are met, staff is supported, and guest needs are met
Routinely inspects all areas of responsibility in the Rooms Division
Maintains close relationships with retail tenants and concessions to meet revenue and expense targets
Makes suggestions to improve revenue, reduce costs, and increase guest satisfaction
Assures that Four Seasons Service and Culture standards are being met
Manages in a way that supports Four Seasons’ Mission and Philosophy
Supports and creates programs and initiatives that encourage employee development, training, and career growth within the Rooms Division
Plays an active role in the Planning Committee
Engaged along with other Planning Committee members in long-range planning for the hotel
Takes action in all hotel guests' and employees' safety, security, satisfaction, and well-being matters
Responds swiftly and effectively in any hotel emergency or safety situation
Requirements:
Five to seven years of experience in luxury hotel/resort operations management positions
Excellent knowledge of all aspects of Rooms Division Operations
Strong leadership and interpersonal skills
Excellent guest service and problem-resolution skills
Flexibility to meet the demands of a 24-hour operation
Strong organizational skills, ability to operate computer equipment, and excellent Excel and Computer Skills
Solid interpersonal and relationship-building skills to work with cross-functional teams
Apply an ethical approach to influence the outcome of situations and serve as a role model for others by demonstrating appropriate business conduct and ethical principles
Excellent personal presentation and interpersonal skills
Ability to multi-task in a high-volume and demanding environment
What we offer:
Competitive Salary, wages, and a comprehensive benefits package
Excellent Training and Development opportunities
Complimentary Accommodation at other Four Seasons Hotels and Resort