The Director of Rooms functions as the strategic business leader for the property's Rooms department, responsible for planning, developing, implementing, and evaluating the quality of the property’s rooms. This position works with direct reports to develop and implement departmental strategies, ensuring the brand service strategy and initiatives are executed. The role focuses on meeting brand standards, customer needs, employee satisfaction, revenue growth, and maximizing financial performance.
Responsibilities
Champion the brand’s service vision for product and service delivery
Communicate a clear and consistent message regarding departmental goals to produce desired results
Make and execute necessary decisions to keep property moving forward toward achievement of goals
Monitor and promote room rates, specials, and promotions at the residence
Analyze service issues and identify trends
Work with the Rooms team to develop an operational strategy aligned with the brand’s business strategy and lead its execution
Review and audit expenses
Monitor Rooms operations sales performance against budget
Review reports and financial statements to determine Rooms operations performance against budget
Coach and support the operations team to effectively manage occupancy and rate, wages, and controllable expenses
Compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results
Demonstrate and communicate key drivers of guest satisfaction for the brand’s target customer
Deliver excellent customer service throughout the customer experience and encourage the same from other employees
Review guest feedback with the leadership team and ensure appropriate corrective action is taken
Coordinate and communicate event details both verbally and in writing to the customer and property operations
Create an atmosphere in all Rooms areas that meets or exceeds guest expectations
Respond to and handle guest problems and complaints
Use personal judgment and expertise to enhance the customer experience
Stay available to solve problems and/or suggest alternatives to previous arrangements
Interact with guests to obtain feedback on product quality and service levels
Stay visible and interface with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
Work to continually improve customer service by integrating obtained feedback and personal judgment into action plans
Emphasize guest satisfaction during all departmental meetings and focus on continuous improvement
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Ensure that employees understand expectations and parameters for Room duties
Facilitate the development of creative solutions to overcome obstacles and ensure implementation to continually improve guest satisfaction results
Interview and hire employees
Ensure employees are treated fairly and equitably
Ensure that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings)
Foster employee commitment to providing excellent service, participate in daily stand-up meetings, and model desired service behaviors in all interactions with guests and employees
Incorporate guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
Set goals and expectations for direct reports using the performance review process and hold staff accountable for successful performance
Solicit employee feedback, utilize an “open door policy,” and review employee satisfaction results to identify and address employee problems or concerns
Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and support the Peer Review Process
Conduct annual performance appraisal with direct reports according to Standard Operating Procedures
Champion change, ensure brand and regional business initiatives are implemented, and communicate follow-up actions to the team as necessary
Identify talents of direct reports and their teams, and assist with their growth and development plans
Requirements
2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or a related major; and 4 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area
OR
4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or a related major; and 2 years of experience in guest services, front desk, housekeeping, sales and marketing, management operations, or a related professional area
About the Company
At Westin, the company is committed to empowering guests to regain control and enhance their well-being while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, the company seeks passionate and engaged associates to bring its unique programming to life.
