Unclassified - Washington, DC
posted 4 months ago
The Director of Room Operations is responsible for overseeing all aspects of Rooms Operations, which includes the Front Office, Guest Experience, and Housekeeping departments, ensuring that all operations align with hotel standards. This role involves directing, implementing, and maintaining service standards that guide staff in delivering exceptional guest experiences. The Director is tasked with developing and maintaining a strong acknowledgment of all guests visiting the hotel, ensuring that all departments are informed of guests' needs and preferences prior to their arrival, which contributes to a unique and memorable stay. In this position, the Director will ensure efficient guest arrivals and departures, monitor the rooms division and housekeeping department to ensure compliance with established procedures, and manage payroll and departmental expenses. The role also includes overseeing the onboarding process for new hires, ensuring that all training and departmental checklists are completed promptly. The Director will utilize strong interpersonal and communication skills to lead and influence team members, fostering an environment of mutual trust and respect. The Director will manage Front Office and Housekeeping leaders and employees, ensuring that day-to-day operations run smoothly. This includes understanding employee roles well enough to perform their duties in their absence, maintaining open and collaborative relationships within the team, and ensuring staff are knowledgeable about rates, packages, and promotions. The Director will also be responsible for enhancing guest satisfaction by providing exceptional service, responding to guest complaints, and empowering employees to deliver excellent customer service. Continuous improvement in service quality will be emphasized during departmental meetings, with a focus on guest satisfaction and operational excellence.