Assistant Director of Rooms

2 weeks ago

Vancouver, British Columbia, Canada Rosewood Hotel Group Full time

General Information:

  • Country/Region
  • Canada
  • Province/City
  • Vancouver, B.C.
  • Location
  • Rosewood Hotel Georgia
  • Department
  • Rooms
  • Front Office
  • Job Type
  • Fulltime Permanent
    Overview:
  • Responsible for property operation including but not limited to all guest related areas and service delivery. Maintain RHR minimum operating standards and maximize profitability as required through Leading Quality Assurance measures. Provide operational support and direction. Ensure consistent feedback provided to guests and associates, when necessary, which corresponds to overall mission and vision of Hotel and Rosewood Hotels Group.

Reporting and accountability for:

Front Office, Housekeeping, Spa & Guest Relations Operations
Responsibilities:

General:

  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards as well as up to date Rosewood information and property facts.
  • Touch all departments throughout various shifts and ensure proper coverage.
  • Maintain safe working conditions and practices.
  • Ensure guest experience and sequence of service is fluid throughout all areas, ensuring the guest experience follows LQA and Forbes standards and requirements.
  • Continue Guest Experience Program and ensure all hotel and departments comply and maintain expectations.
  • Establish and implement quarterly objectives for departments and managers.
  • Select, interview, hire and train associates, management staff and direct reports according to Rosewood standards.
  • Ensure all Training plans are adhered to throughout operation and maintain thorough records of evaluations.
  • Champion all Rosewood programs, ensuring departmental participation throughout the Hotel. Provide guidance to departments regarding implementation and maintenance of these program. Obtain relevant support from local providers where applicable.
  • Act as Manager on Duty. Consistently inspect what is expected.
  • Initiate and participate in quality control activities.
  • Participate in competitive set quarterly studies and maintain accurate records of such.
  • Review all Group Resumes and activities throughout the property both current and immediate future to ensure property is prepared.
  • Ensure room statuses are up to date, addressed and returned promptly.
  • Manage Preventative Maintenance Program, ensuring complete room inspection prior to returning to service.
  • Maintain continuous tracking of Know Cross entries and reports, ensuring deficiency resolution. Glitch resolution and management to ensure service recovery is handled promptly.
  • Manage and lead the Glowing platform.
  • Interact in courteous and professional manner with all guests, associates and community members.
  • Attend department, divisional and general meetings including but not limited to Daily Rosewood Review, Daily Departmental briefings, Planning Committee Weekly meeting. Conduct Rooms Division meetings with documented items of accountability for all.
  • Work with Food and Beverage Team to ensure Outlets and Events are executed to Rosewood standards. Manage the amenities and VIP arrivals experience with the Guest Relations and Housekeeping Departments.
  • Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, associates, coworkers, and guests in completing assignments, resolving associate and guest complaints.
  • Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
  • Manage a mirage of responsibilities without loss of efficiency or composure from the Director of Rooms & Managing Director.
  • Foster and promote a cooperative working climate, maximizing productivity and employee morale. Consistently attend to concerns brought up through our Associate Engagement meetings.
  • Administer performance reviews. Ensure all Department Heads within the Division remain up to date on all associate reviews.
  • Maintain clean and safe work area. Inspect grooming and attire throughout property, ensuring adherence to RHR guidelines.
  • Adhere to property safety standards and ensure employees follow and understand the Emergency Procedures set forth. Inspect and follow through on employee accidents, ensuring that all incidents are quickly communicated to Talent and Culture.

Excellence:

  • Establish details of service with a unique sense of place.
  • Strive to improve Best Practices throughout the Division.
  • Design and develop division policies and operating budget including, but not limited to staffing, forecasts and payroll costs.
  • Prepare, implement and maintain division standards and control objectives.
  • Ensure standards are maintained at a 5 STAR level daily and with a mindset of intuitive thinking and creating stories which reflect sense of place and local knowledge for our guests.

Financial:

  • Adhere to labor standards throughout operation. Verify weekly labor in comparison to budget and forecast.
  • Maintain checkbook accounting

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