Director of Rooms Rosewood Hotels and Resorts

Job Summary

Under the direction of the Hotel Manager, and within the limits of Rosewood Doha s policies and procedures to assist in achieving the goals and targets set in budgets by maximizing Revenue, by maintaining as well as by building on the reputation of the hotel and by ensuring that business objectives are accomplished.

Oversee and direct Heads of Departments, leading and supporting the team in ensuring that guest needs are met to the high standard required by the hotel and expectations are exceeded.

Be responsible for the smooth running of the hotel, on a day to day basis, providing advice and guidance to Department Heads and Team Members. Assume complete operational responsibility for designated areas: guest satisfaction; employee satisfaction; product quality; operational efficiency; staffing matters and fire life safety standards, in line with brand standards.

Essential Duties and Responsibilities

Quality:

Ensure all hotel areas are meeting Rosewood s service standards.

Drive and lead Initiatives for increasing awareness of Rosewood s service standards across the hotel to ensure quality service & products remain at the forefront.

Ensure departmental action plans are implemented and reviewed following quality service audit results.

Review the daily activities of all areas directly responsible for.

Review, in conjunction with the Director of Front office, arrivals and departures on a daily basis, ensuring that the necessary room allocations are made and amenity requirements are communicated to the appropriate departments for action.

Maintain a lobby & front of house presence as appropriate: greeting VIP and regular guest arrivals (residential and non-residential); ensuring Rosewood s service standards are consistently achieved; monitoring the physical appearance and cleanliness of the lobby, residences and public areas.

Oversee to ensure that a concise and accurate guest history system is maintained, and that recorded requirements are complied with for each individual guest.

Check, in conjunction with the Director of Heart of House and Director of Engineer a minimum of 10 bedrooms or suites per week and all VIP rooms/suites, ensuring that work necessary to maintain the accommodation to the required standard is carried out.

Ensure the preventative/perfect room program operates consistently and efficiently.

Prepare the Executive Duty Management rota and to undertake executive duty management shifts as rostered.

Manage customer feedback effectively, uses customer issues and compliments to activate long term improvements in products and services, sharing best practice across the organization.

Monitors the associates of these operations to ensure guests receive prompt, cordial attention and personal recognition, in line with corporate policies and standards at all times.

Manage TrustYou (with the Director of Front office) to ensure data collection can be achieved, and drives subsequent action plans to consistently improve performance and increase guest satisfaction levels in Rooms areas.

Is a proactive member of the executive / senior management team and exchanges pertinent information between other departments and the division, notably, Engineering and Security.

Assumes overall responsibility for maintaining presentation standards to ensure facilities (both back and front of house for related areas) and equipment are clean, in good repair and well maintained.

Maintains close relationships with retail tenants and concessions to ensure revenue and expense targets are met.

Maintain effective communication within the Hotel and ensure that the Hotel Manager is kept well informed of any problems/queries that have arisen.

Financial:

Keeps abreast of newest trends and innovations in the hospitality industry and maintain an awareness of competitor activity/trends and recommend actions to ensure that the Hotel remains a forerunner in its marketplace.

Standard Responsibilities

Comply and adhere to the Rosewood company policies.

Take on other tasks in addition of the ones stated, in a reasonable framework.

Be a brand ambassador at all times and ensure brand integrity and clarity are always maintained.

Model the company s culture, vision, mission and core values at all times.

Review Rosewood Brand standards and quality standards (LQA) on a regular basis and ensure they are maintained and delivered at all times.

Ensure new technology and equipment is embraced, improving productivity whilst taking work out of the system.

Establish and maintain an inclusive environment by ensuring effective two ways communication processes are set up (individual reviews, regular departmental meetings).

Responsible for the recruitment, in conjunction with the Talent & Culture Department, of associates.

Identify training and development needs on an ongoing basis through hands-on support and frequent interaction with associates.

Lead by example in terms of appearance, mannerism, etiquette, behavior conduct, principles and values. Manage by walking around at appropriate times and leads by personal example in terms of guest interaction.