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Loews Hotels & Co · 1 day ago

Director of Rooms

Miami Beach, FL

Full-time

Onsite

Director/Executive

6+ years exp

Loews Hotels & Co is a beloved hotel chain known for its world-class service and recently renovated properties. The Director of Rooms is responsible for overseeing front office services and the Housekeeping Department, ensuring guest satisfaction and compliance with hotel standards.

Travel

Hiring Manager

Madellyne Mckenzie

Responsibilities

Works with Front Desk, Star Service, VIP, Guest Service and Valet leadership to ensure highest level of service, efficient operations and compliance with all Loews Standards

Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments

Monitors, reconciles and communicates accurate occupancy information to all hotel departments

Supervises all Front Office Manager, Assistant Front Office Managers, Guest Service Manager, VIP Manager, Star Service Manager and Valet Account Manager and offers guidance and support to entire supervisory and line team

Assist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately

Monitors Service scores and praises or holds department managers accountable for performance

Monitors and manages labor in all areas

Works closely with Valet Account Manager and District Manager to ensure operations are meeting Loews expectations

Mentors and develops Managers and helps them identify career paths

Works closely with other department heads for any needs in any of the Front Office and Housekeeping areas

Monitors and ensures adherence to all Loews Hotels Star Service Standards

Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, Hot SOS and PMS interface control

Works with Reservation Manager, and Revenue Manager to determine daily room rates based on occupancy and revenue goals

Ensures all daily tasks at the F.O. are being completed and assisting if necessary

Oversees training of all Front Office and Housekeeping

Evaluates individual Director/Manager performance, determining improvement and training needs and advancement requirements

Develops departmental incentive and staff motivation programs

Coordinates hotel participation in Loews First and other corporate Marketing programs

Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction

Ensures accurate department attendance records and Star Service Recaps are maintained

Sets goals for Front Office and Housekeeping Department Managers

Ensures each department operates with sufficient inventories of needed supplies

Works with Conference Managers, and Sales Managers to satisfy all special group requests

Ensures the provision of all appropriate information and collateral materials to package guests

Ensures accurate communication of information to guest regarding all hotel facilities and operating hours

Attends and participates in departmental meetings for all Front Office Areas

Ability to make decisions on imperfect information

Oversees all departmental; budgets, forecasts and schedules

Keeps the Director of Operations appraised of all significant happenings in both the Front Office and Housekeeping

Attends all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintain communication with other departments within the hotel

Holds weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental TM's

Other duties as assigned

Promotes and applies teamwork skill at all times

Notifies appropriate individual promptly and fully of all problems and/or unusual matters of significance

Is polite, friendly, and helpful to all guests, management and fellow employees

Maintains cleanliness and excellent condition of equipment and work area

Executes emergency procedures in accordance with hotel standards

Complies with required safety regulations and procedures

Complies with hotel standards, policies and rules

Recycles whenever possible

Remains current with hotel information and changes

Complies with hotel uniform and grooming standards