Rooms Division Manager

4 days ago

NiagaraontheLake, Canada White Oaks Conference Resort & Spa Full time

The Rooms Division Manager will play an integral part in the planning and execution of improving service delivery at White Oaks through cleanliness and customer service.

Responsibilities: More specifically, your tasks will include:
**Operational Management Duties**
- Assists the departmental managers in leading the departmental teams in the development and implementation of departmental strategies.
- Oversees the rooms division to ensure an optimal level of service and hospitality are provided to hotel guests.
- The preparation, implementation, and managing/monitoring of departmental budget to maximize revenue and minimize expenses while ensuring adequate supplies and team members are on hand to provide top-quality customer service.
- Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost control and program improvement.
- Monitors and maintains the front office systems and equipment to ensure optimum performance.

**Management of the Guest Experience**
- Assists in providing leadership to all hotel team members and inspiring them to achieve the hotel’s customer service goals and objectives.
- Attentive to guest satisfaction scores and works toward increasing departmental and overall guest satisfaction. Creates specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
- Takes proactive approaches when dealing with guest concerns. Resolves customer complaints and anticipates potential problems by reviewing and monitoring operational issues, business flow and team members' performance.
- Assists team members in understanding guests’ ever-changing needs and expectations, and how to exceed them.
- Makes sure that staffing levels are appropriate to exceed guest expectations.
- Assists with Guest Service Training, including training on Service Recovery, creating service “wow’s” and opportunities to upsell and cross-sell.

**Employee and Manager Relations**
- Assists with interviewing, selection, training, scheduling, coaching and support of team members, ensuring they perform in accordance with established hotel standards and consistent with our hotel core values.
- Establishing clear performance expectations for managers and team members.
- Takes proactive approaches when dealing with team member concerns.
- Assists team managers/supervisors with constructive coaching and counseling.
- Stays readily available and approachable for all team members. Practices open door policy. Involves Human Resources when appropriate and in a timely manner.
- Leads by example demonstrating self-confidence, energy and enthusiasm.

**Quality Control**
- Ensures the hotel is meeting all quality standards including customer service, check-in/out process, safety and security/loss prevention, housekeeping, and laundry standards.

**Qualifications**
- Minimum 3 years’ experience in a Director of Front Office, Director of Housekeeping or previous Rooms Division position
- Comprehensive knowledge of Front Office and Housekeeping operations, policies, procedures, and expense management
- Proven ability to effectively lead, motivate, coach, and develop your team
- Strong guest service orientation and training skills background
- Highly self-motivated, organized, goal and results oriented individual who thrives under pressure
- Ability to maintain high service levels under pressure
- Effective tracking and follow up skills
- Strong presentation and public speaking skills
- Operational knowledge of Excel, Word, PowerPoint
- OPERA experience is considered an asset

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site childcare
- On-site gym
- On-site parking
- Paid time off

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

Work Location: One location

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