Director of Rooms

2 weeks ago

Montreal, Canada Accor Hotels Full time

Company Description

Fairmont hotels is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 employees worldwide, we are dedicated to providing exceptional service, embracing innovation, and fostering a culture of excellence.


Job Description

SCOPE AND OBJECTIVES

The Director of Rooms (DOR) assists Hotel Manager in the management of the Rooms Division Team, including Front Office and Butler Team. The DOR is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, has a guest centric approach in service delivery, be a confident communicator, has a creative mind and a sense of responsibility to uphold the Fairmont Brand. The DOR ensures the delivery of the Fairmont Doha guest service experience throughout the entire guest journey meanwhile ensuring maximisation of room revenue and productivity as well as developing managers and colleagues.

PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE

  • Possesses strong interpersonal skills and ability to communicate in second language
  • Manages all guests/team members’ needs with equal drive
  • Carries an eye for detail and an approachable demeanor for all guests and team members
  • Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism
  • Self-driven approach to carry out assigned responsibilities
  • Ensures security and confidentiality of guest and hotel information in accordance to company/country’s data security act
  • Possesses good computer and property management system knowledge
  • High level of integrity, enthusiasm, dedication for continuous improvement
  • Embraces change and open-minded in a dynamic work environment
  • Has an understanding of the middle eastern clientele and culture
  • Has an understanding of key stakeholders in the luxury travel space

KEY ROLES & RESPONSIBILITIES

  • The DOR will be the reporting manager for the Front Office Department
  • Manages the Fairmont Doha guest experience by periodically reviewing and ensuring a seamless flow of processes together with the process owners; detects and evaluates possibilities for innovative enhancements.
  • Supports all leaders within the division in upholding a flawless impression and perception of the Fairmont Doha services, products and colleagues through hands-on and smart operational leadership and by ensuring solid and steady communication flow on department/section head level for a lively exchange of ideas and concerns.
  • Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
  • Champions the Guest Satisfaction measuring tools and platform including responding to guest surveys, delegating task, communication with corporate office and regular internal meetings
  • Ensures accurate monthly forecasting and accrual submission; composes and submits a feasible and executable annual budget with focus on profitability, cost per occupied room and productivity.
  • Cooperates with the Finance team and ensures compliance of credit policies and procedures.
  • Constantly identifies new revenue opportunities and improvement of existing revenue streams and upsell schemes.
  • Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies
  • Ensures intelligent use of funds available by optimizing spending yet ensuring availability of funds for needed improvements and new initiatives.
  • Identifies and implements new opportunities for inter-hotel sales and in-house facilities
  • Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Fairmont Doha Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) and Forbes standards, and aims to achieve the scores and goals set by the hotel
  • Oversees the handling and follow-up of any security incident and guest complaint and always reinforces hotel values.
  • Works with all fellow divisional leaders to ensure synergies of service and product offerings are constantly improved.
  • Cooperates closely with the Food & Beverage team to ensure a seamless experience in several overlapping areas such as In-Suite Dining, Minibar, Restaurant patron flow and traffic.
  • Works closely with the Director of Sales and the Director of Revenue Management to ensure optimal balance of hotel supply and demand.
  • Communicates closely with the Director of Engineering to initiate and drive new product improvements and projects.
  • Acts according to hotel emergency and crisis management procedure
  • Performs any duties and special projects as requested by management

Qualifications
  • 4+ years’ experience in a similar SeniorLeadership role at a Luxury 5-star hotel
  • Progressive Leadership experiences.
  • Proficiency with PMS and hotel operating systems.
  • Proven record in coordinating multiple departments to make gains toward target
  • Self-confident, proactive, and able to prioritize and make effective decisions.
  • Ability to build strong relationships, interact, and influence others at all levels of the organization.
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