Rooms Director - SCP Redmond

Rooms Director

The Rooms Director will oversee all aspects of guest accommodations, including reservations, guest services, and housekeeping to ensure exceptional guest experiences and satisfaction.

The Rooms Director shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the SCP's Culture & Core Values.

The Rooms Director is expected to spend a minimum of 50% of any given workweek in duties directly related to supervision and/or primarily engaged in duties in bold below and is expected to exercise discretion and independent judgment in carrying out their duties. In exercising discretion and independent judgment, the Rooms Director is expected to compare and evaluate possible courses of conduct, and act or make a decision after considering the various possibilities, including when the Rooms Director makes suggestions and recommendations to others.

The fact that the duty is in bold does not necessarily mean it is of more or less importance than non-bolded duties.

The Job

• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Observing guest reactions and conferring frequently with team members to ensure guest satisfaction.
• Adhere to hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Continuously promote sanitation, safety, and security efforts.
• Oversee all aspects of rooms division operations, including reservations, guest services, housekeeping, and maintenance, to ensure smooth and efficient operation.
• Develop and implement policies, procedures, and standards to maintain high-quality service, cleanliness, and safety in guest accommodations.
• Monitor guest satisfaction through feedback mechanisms, such as guest surveys and online reviews, and implement improvements as needed to enhance guest experiences.
• Monitor, coordinate, and execute the special needs and requests of VIP, repeat guests, and members of frequency programs.
• Coordinate with other hotel departments, including food & beverage, sales & marketing, and finance, to ensure seamless guest experiences and maximize revenue opportunities.
• Manage inventory levels of rooms, supplies, equipment, and amenities, and oversee purchasing, receiving, and inventory control processes to minimize waste and maximize efficiency.
• Monitor and manage financial performance of the rooms division, including budgeting, forecasting, expense control, and revenue generation, to achieve profitability goals.
• Prepare and analyze reports on key performance indicators, such as occupancy rates, revenue per available room (RevPAR), and average daily rate (ADR), and use data-driven insights to make informed decisions.
• Ensure compliance with health, safety, and sanitation regulations, as well as company policies and procedures, in all aspects of rooms division operations.
• Handle guest inquiries, requests, and complaints promptly and professionally, seeking resolutions to ensure guest satisfaction and loyalty.
• Stay informed about industry trends, best practices, and new technologies in rooms division operations, and implement improvements as appropriate.
• Make suggestions and recommendations regarding recruitment and selection of team members and participate in interview process of potential team members.
• Make suggestions and recommendations regarding the advancement and promotion of team members.
• Make suggestions and recommendations regarding recognition and reward programs, safety management, performance evaluations, and team member relations.
• Assist with team member relations, including handling team member complaints and grievances and making recommendations and suggestions to GM and PS when necessary, regarding disciplinary action to be taken against a team member, up to and including termination.
• Monitor and supervise team members' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective team members, including taking and/or suggesting to the GM that disciplinary action be taken against a team member, up to and including termination.
• Ensure equipment and…