Assistant Director of Rooms

• Assists in successfully planning, developing, implementing, and evaluating of the quality of property’s rooms.
• The position ensures Rooms Operations meet the brand’s standards and targets customer needs.
• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
• Ensures that standards and procedures are being followed.
• Assists in leading specific team while meeting or exceeding property goals.

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

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

• Runs and reviews critical information contained in room operations reports.

• Understands the functions of the Front Office, Engineering/Maintenance and Housekeeping operations.

• Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.

• Operates all department equipment as necessary and reporting malfunctions.

• Ensures employees have the proper supplies and uniforms.

• Understands and complies with loss prevention policies and procedures.

Contributing Information to Support Managing to Budget

• Verifies accuracy of room rates to maximize revenue opportunities.

• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.

• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.

• Understands the impact of Room Operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Participates as needed in the investigation of employee and guest accidents.

• Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences.

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.

• Assists in the review of comment cards and guest satisfaction results with employees.

• Observes service behaviors of employees and providing feedback to individuals; continuously strives to improve service performance.

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

• Empowers employees to provide excellent customer service within guidelines.

• 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.

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