Director of Rooms Division

6 months ago

Richmond Hill, Canada Sheraton Parkway Toronto North Hotel Full time

This position is responsible for all Rooms Division operations and staff. Areas of responsibility include Front Desks; Bell Desk, Switchboard, Club Lounge, Reservations, Housekeeping and Security. As a division head, directs and works with managers and associates to successfully execute all rooms division operations, including budgets, guest arrival and departure procedures, GXP, Guest Voice, and brand standard audits. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the departments.

Core responsibilities include but are not limited to:
**Leading Rooms Division Teams**:
1. Utilizes interpersonal and communication skills to lead, influence, and encourage others, advocates sound financial/business decision making; demonstrates honesty/integrity; and leads by example

2. Encourages and builds mutual trust, respect and cooperation among all team members

3. Serves as a role model to demonstrate appropriate behaviours

4. Manages direct reports and day-to-day operations. Understands all positions well enough to perform duties in an associate/supervisor/manager’s absence

5. Establishes and maintains open, collaborative relationships with colleagues and associates and ensures all team members do the same within their teams

6. Ensures recognition of associates is taking place across areas of responsibility

7. Communicates performance expectations in accordance with job descriptions for each position and monitors progress

8. Celebrates successes and publicly recognizes the contributions of team members

**Maintaining Guest Services, Front Desk and Housekeeping Goals**:
9. Achieves and exceeds goals including performance goals, budget goals, team goals, etc

10. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of guests and clients on a daily basis

11. Develops specific goals and plans to prioritize, organize and accomplish all responsibilities

12. Keeps Front Office and Housekeeping teams focused on the critical components of operations to drive guest satisfaction and the desired financial results

13. Conducts department meetings and communicates clear and consistent message regarding the goals to produce desired results

14. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

15. Understands the impact of Front Office and Housekeeping operations on the Rooms area and overall property financial goals.

16. Manages department controllable expenses to achieve or exceed budgeted goals.

**Managing Projects and Policies**

17. Ensures compliance with all property policies, standards and procedures and ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to relevant legislation and/or collective agreement provisions.

**Ensuring Exceptional Customer Service**

18. Provides services that are above and beyond for guest satisfaction and retention.

19. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

20. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

21. Strives to continuously improve service performance.

22. Empowers associates to provide excellent guest service.

23. Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience

24. Reviews guest satisfaction results and other data to identify areas of improvement.

25. Responds to and handles guest problems and complaints.

26. Observes service behaviors of associates and provides feedback to individuals and/or supervisors/managers.

**Managing and Conducting Human Resource Activities**

27. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

28. Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

29. Establishes challenging, realistic and obtainable goals to guide operation and performance.

30. Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.

31. Ensures associates are treated fairly and equitably.

32. Manages associate progressive discipline procedures for Rooms Division teams.

33. Administers the performance appraisal process for direct report managers.

34. Interviews and hires managers with the appropriate skills and in a timely manner to meet the business needs of the operation.

**Additional Responsibilities**
- Oversees the daily Security operations - staffing, scheduling, payroll, reporting, etc
- Analyzes information and evaluating results to choose the best solution(s) and solve problems.
- Informs and/or updates the

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