Director of Rooms

POSITION PURPOSE

Functions as the strategic business leader of property operations and acts as Hotel Manager in his/her absence. Areas of responsibility include Front Office,Retail/Gift Shops, Recreation/Fitness Center, Housekeeping, Engineering/Maintenance, where applicable. Position works with direct reports (Executive Committee members and department heads) to develop and implement the operations strategy and ensuring implementation of the brand service strategy and brand initiatives. The position ensuring operations meet the brand’s target customer needs, ensuring employee satisfaction, focuses on growing revenues and maximizes financial performance. As a member of the Executive Committee, develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property employees and provides a return on investment.

ESSENTIAL FUNCTIONS

Managing Profitability and Departmental Budgets

• Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

• Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.

• Reviews financial reports and statements to determine how Operations is performing against budget

• Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.

• Works with direct reports to determine areas of concern and establishing ways to improve the departments’ financial performance.

• Strives to maintain profit margins without compromising guest or employee satisfaction.

• Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses

• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results.

• Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Makes and executes key decisions to keep property moving forward towards achievement of goals.

Managing Property Operations

• Strives to improve service performance.

• Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.

• Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

• Ensures core elements of the service strategy are in place to produce the desired results.

• Tours building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.

Leading Property Operations Teams

• Establishes a vision for product and service delivery on property.

• Champions the brand’s service vision for product and service delivery and ensuring alignment amongst the property leadership team.

• Ensures employees are treated fairly and equitably.

Managing and Conducting Human Resources Activities

• Observes service behaviors of employees and providing feedback to individuals and/or managers.

• Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.

• Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.

• Utilizes an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.

• Stays knowledgeable of leadership talent in the property.

• Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.

CORE COMPETENCY REQUIREMENTS

Builds Personal Effectiveness

• Acts with Integrity
• Communicates Effectively
• Exhibits Self-Confidence
• Makes Effective Decisions

Builds Team Effectiveness

• Builds Relationships
• Facilitates Open Communication
• Fosters Teamwork
• Supports Team Diversity

Develops People

• Attracts, Develops & Retains Talent
• Inspires Trust
• Leads By Example
• Leads Learning in the Organization

Builds Competitive Advantage

• Creates Strategic Focus
• Demonstrates Financial Acumen
• Drives Business Results
• Fosters Customer Focus

Creates a High Performance Culture

• Demonstrates Functional Excellence
• Executes Effectively
• Motivates & Inspires Others
• Takes Ownership

Drives Change & Innovation

• Builds Support for Change
• Drives Continuous Improvement
• Identifies & Applies Best Practices

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

• Strong effective communicator with PR attitude and skills
• Ability to build rapport with Executive Committee, General Manager(s) and Area Executives
• Sales and Marketing background
• Strong professional personality
• Constructively manage all stakeholders and break barriers
• Ability to build and lead effective and successful teams
• Analytical thinker combined with skills of thinking outside the box
• Ability to effectively use technology such as Internet and software
• Withstanding pressure without it having effect on efficiency or quality
• Open to change and ability to create and drive change
• Ability to deal with ambiguity and a changing environment
• Proven record of driving and delivering Financial Results
• Complete understanding of the importance of the Voice of the Customer
• Fluent written and spoken business English
• Business and industry experience at the strategic and tactical level
• Experience leading major initiatives
• Experience leading cross-functional teams
• Experience managing large-scale projects Strong analytical and diagnostic skills
• Financial management
• Ability to breakdown cultural barriers

QUALIFICATION STANDARDS

We do expect that you do have the experiences/ behaviors below.

• Proven track record of achieving results and managing teams. If coming from hospitality management, appropriate level would be Commercial Executive Committee Member.
• Should have worked in 2 or 3 different locations outside of your home culture for multi-cultural awareness;
• Thrive on achieving guest satisfaction and owning the guest;
• Show a high level of emotional intelligence to adapt to various cultural settings and situations;
• Exhibit entrepreneurial leadership, drive for maximizing returns to all stakeholders;
• Consider every situation as a marketing opportunity to showcase the hotel products and services;
• Have a hobby which translates into work-life balance;
• Have the ability to be proactive and reactive to anticipate to sudden changes;
• Have a passion for new trends and relate this to practical business application;
• Critically analyze situations and provide balanced outcomes;
• Communicate effectively and at all levels assertively;
• Play as a team and put the efforts of the team members before your own;
• Showcase motivation and self-development through various steps in one’s career e.g. education, projects undertaken, part of a mentorship program, etc.;
• Celebrate success within the team;
• Thrive on mentoring high potential team members to achieve better results;
• Build lasting and fruitful relationships with both internal and external customers;
• Immaculate personal presentation e.g. grooming and conversational ability;
• Consistently display ambassadorship in relation to Marriott Hotels and SRG Hospitality.
• Have the ability to negotiate effectively for satisfaction of both parties;
• Uphold ethical business practices.

EDUCATION

Bachelor’s Degree or equivalent education/experience required.

PSYCHICAL CONDITIONS REQUIRED FOR YOUR ROLE

This job often requires sitting behind a computer for extended periods of time;

This job often requires standing or walking for extended periods of time;

This job requires operating computers and computerized equipment.

EMPLOYMENT CONDITIONS

This job may require you to work on holidays and/ or weekends;

This job may require you to work a shift other than a day shift, including first, second, and swing or overnight shift;

This job often requires extended hours beyond a typical work week;

This job requires you to conform to a conservative, formal grooming, attire and jewelry policy that will be monitored on a regular basis and may be addressed as seen fit by your manager;

Sheraton Grand Hotel has a very strong commitment to safety and requires that you follow safety procedures closely;

Our hotel has a no-tolerance policy regarding unlawful discrimination and harassment, and requires that you follow our anti-discrimination and anti-harassment policies.