Director of Rooms

Description

SUMMARY: 

Deliver world class guest service and build brand loyalty with each guest. Oversees and coordinates daily operations of the rooms division; ensures maximum guest and associate satisfaction in a gracious and professional manner. 

• Maintaining and upholding our Forbes 4 Star and Michelin 2 Key service standards.
• Coordinate daily operation in partnership with peers in the F&B, Spa and Engineering disciplines.

DUTIES AND RESPONSIBILITIES: 

To direct and supervise all direct reports as outlined on the organizational chart on a daily basis.  To guarantee that the quality of all products and services are consistent and at the highest levels.  To directly impact, through the division, the overall service of all customers of Bernardus Lodge & Spa and expand it to the next level.  The operation to be managed consistently utilizing established personnel, policies, standard operating procedures and annual budget guidelines.  That all operating objectives as stated in the annual business plan regarding operational goals and financial results are achieved through daily direction and monitoring of managers under your supervision.  To oversee the daily operation of the resort as it relates to the operational departments.  

• To maximize the profitability of the hotel through maximizing revenues throughout the operations, pursuing new sources of revenue and operating more efficiently.  All financial determinations to support the long term objective of providing quality service, products and maintaining an exceptional physical plant in like new condition.
• Interview all directors, managers, captains, supervisors, and all division hourly associates as time permits.  Approve all evaluations and terminations within the divisions.
• To ensure that the hiring and training standards are followed and executed by all directors, department heads and supervisors consistently.  That new hire orientation remains effective and the standard operating manuals are utilized and followed.  Quality hires, focused training, timely evaluations      are to be monitored by you.  To work closely with the Director of Human Resources to hold directors and their division managers accountable.
• To ensure that all accounting policies and procedures are followed consistently; as determined by the Controller.  All problems are to be responded to immediately, in conjunction with the Controller.  Includes all planning and controls i.e., payroll, cash management, inventories, P.O. procedures, allowances and promo accounts.  Support as needed within the operation of the security department.
• To facilitate clear communication, at all times with the following constituencies:  hotel guests, hotel management, BLAS associates and outside contractors.  To respond as requested by the General Manager.  Assist with all guest inquiries as needed in a expeditious and professional manner within 48 hours.  
• To perform daily routine and weekly documented walk-thru’s of entire property, focusing in on cleanliness, service, associate presentation and organization.  Develop property wide inspection form utilizing current documents.  To be extremely detailed and critical.  Oversee daily M.O.D. report, Engineering projects and night manager responsibilities to enhance the objective.  
• Member of the Executive Committee with 100% participation with the issues addressed.
• To be responsible for the execution of any special projects or tasks assigned by the General Manager.  Supervision of the entire operation as directed by the General Manager.
• To represent operations with directors at pre-con meetings, post-con meetings, M.O.D. meetings, and department head meetings.
• Escort guests to their room, offering a detailed orientation of their guest room, Lucia restaurant & room service, spa and housekeeping services, overall facilities of hotel, points of interest and entertainment attractions. 
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations and offer assistance with resort needs.
• Receive and provide assistance with guest room reservations calls in a professional manner.
• Review day of arrivals noting special requests, location preferences and the designated VIP status. 
• Observe guest service staff to ensure that established procedures are followed, provide day-to-day guidance and oversight of subordinates; actively work to promote and recognize performance, identifying problem areas and taking corrective actions.
• Maintain complete knowledge at all times of:  1. Hotel amenities, services and hours of operation.  2. Room types, room numbers, property layout and décor.  3. Room rates, special packages, promotions and restrictions.  4. Daily hotel occupancy and expected arrivals/departures. 5. VIP’s in-house and arrivals. 6. Room availability status for any given day. 7. Scheduled daily group events and activities.
• Communicate pertinent guest information to designated departments or personnel for all special requests, amenity deliver, discrepancies, glitches, etc.
• Develop business relationships with local service providers: top restaurants, wineries, local and annual events, babysitters, florists, transportation providers, etc.
• Any other tasks as assigned by the supervisor.
• Oversee all aspects of the hotel in the absence of the General Manager.
• Develop growth plans for your direct reports.
• Embrace technology and ensure we use existing systems to their fullest potential.
• Evaluate operations that you oversee to ensure maximum levels of efficiency for best possible margins and departmental profits.
• Work with your peers to ensure together that we have attractive options for our guests to drive their experience while with us and in Carmel Valley.

WORK ENVIRONMENT:
The work environment at Bernardus Lodge ranges from winter time lows of 20 degrees to summer time highs to 100 + degrees. 

Requirements

PREFERRED EXPERIENCE & SKILLS: 

• Previous Director of Rooms experience including in a luxury hotel.
• At least 10 years of leadership experience and 3 years as Director of Rooms or similar.
• Spanish speaking is helpful but not required.
• Experience in negotiating with vendors like laundry, guest services provider and others.