Director of Rooms

The Director of Rooms forms part of the Resort Leadership team who collectively make key strategic and operational decisions for the Resort. The Director directs and controls the activities of the Front Desk, Communications, Concierge, Housekeeping, Guest Relations and Guest Services. The Director of Rooms assures that standards are met, guests and employees are satisfied and problems are promptly resolved. The Director also works closely with Sales and the Director of Revenue/Reservations to enhance the Resort occupancy levels and rates. We are looking for individuals who have strong leadership and interpersonal skills, are able to prioritize and adapt to the changing needs of the operation, and can evidence having a solid work ethic, good business acumen and a passion for service. Applicants are required to have five to seven years experience with diversity of Operations management positions. A college degree preferably specializing in hotel/restaurant management or business administration, or equivalent experience is required. Some travel is required for training, conferences and special events. Directly supervises the Department Heads in the departments named above. Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements, and on hotel initiatives. Interviews and trains the staff. Conducts Performance Evaluations and disciplines staff when needed. Reviews and monitors schedules of staff in all departments in the Rooms Division. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met. Routinely inspects all areas of responsibility in the Rooms Division. Resolves customer complaints from all areas of the Resort, 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 message. Develops relationships with return guests, group contacts and other guests in order to provide personalized service. Assures that financial goals of the division and the hotel are being met. Monitors and controls labor expense, 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. Maintains close relationships with retail tenants and concessions to ensure. 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.