JOB SCOPE SUMMARY

 Functions as the strategic business leader of the property’s Rooms department.

 Responsible for planning, developing, implementing and evaluating the quality of property’s rooms.

 Position works with direct reports to develop and implement departmental strategies and ensures implementation of the

brand service strategy and brand initiatives.

 The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee

satisfaction, focuses on growing revenues and maximizes the financial performance of the department.

 Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and

expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.

DUTIES & RESPONSIBILITIES

Leading Rooms Team

 Champions the brand’s service vision for product and service delivery.

 Communicates a clear and consistent message regarding departmental goals to produce desired results.

 Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

 Monitors and promotes room rates, specials, and promotions at the residence.

Managing Profitability

 Analyzes service issues and identifies trends.

 Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its

execution.

 Reviews and audits expenses.

Managing Revenue Goals

 Monitors Rooms operations sales performance against budget.

 Reviews reports and financial statements to determine Rooms operations performance against budget.

 Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.

 Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team

accountable for results.Ensuring and Providing Exceptional Customer Service

 Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

 Delivers excellent customer service throughout the customer experience and encourages the same from other employees.

 Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

 Coordinates and communicates event details both verbally and in writing to the customer and property operations.

 Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

 Responds to and handles guest problems and complaints.

 Uses personal judgment and expertise to enhance the customer experience.

 Stays available to solve problems and/or suggest alternatives to previous arrangements.

 Interacts with guests to obtain feedback on product quality and service levels.

 Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and

overall satisfaction.

 Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

 Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

 Ensures that employees understand expectations and parameters for Room duties.

 Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve

guest satisfaction results.

Managing and Conducting Human Resources Activities

 Interviews and hires employees.

 Ensures employees are treated fairly and equitably.

 Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).

 Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired

service behaviors in all interactions with guests and employees.

 Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative

ways to continually improve results.

 Sets goals and expectations for direct reports using the performance review process and holds staff accountable for

successful performance.

 Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address

employee problems or concerns.

 Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are

completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review

Process.

 Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.

 Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions

to team as necessary.

 Identifies talents of direct reports and their teams, and assists with their growth and development plans.

QUALIFICATION STANDARD

Education and Experience

 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related

major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations,

or related professional area.

OR

 4-year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years

experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related

professional area.