Director of Rooms/Operations

The Bellevue Hotel - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

About the position

The Director of Rooms at The Bellevue Hotel is a pivotal role responsible for overseeing the operations of various departments including Guest Services, Concierge, Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations. This position requires a commitment to providing exceptional service to all guests while maximizing room revenue and productivity. The Director will lead a team of managers and employees, ensuring that all operations are conducted in an attentive, friendly, efficient, and courteous manner. The role involves not only managing day-to-day operations but also developing staff through training and performance management, fostering a positive work environment, and maintaining high standards of service and cleanliness throughout the hotel. In this role, the Director will respond to guest requests and complaints, ensuring follow-up to guarantee guest satisfaction. They will motivate and coach the Rooms Division personnel, conduct interviews, and support Human Resources in recruiting efforts. The Director will also monitor compliance with hotel standards and policies, ensuring that all staff are trained and adhere to the established service standards. Daily operations will include monitoring room revenue, analyzing rate variances, and ensuring effective communication among departments to enhance guest experiences. The Director will be responsible for conducting regular walk-throughs of public areas and guest rooms to ensure cleanliness and maintenance standards are met. They will also coordinate major projects such as renovations and capital expenditures, prepare the Rooms Division annual budget, and participate in the management on duty (M.O.D.) program. This position requires a proactive approach to problem-solving and the ability to handle complex information and data to meet the hotel's objectives. The Director of Rooms will play a crucial role in maintaining the hotel's reputation for excellence and ensuring overall guest satisfaction.

Responsibilities

• Ensure the operation of Guest Services, Concierge, Uniformed Services, Housekeeping, Laundry, Security, Communications, and Reservations.
• Respond to all guest requests, problems, complaints, and accidents in an attentive and courteous manner.
• Motivate, coach, counsel, and discipline all Rooms Division personnel according to hotel standards.
• Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures according to SOPs.
• Support Human Resources with recruiting efforts and ensure compliance with interviewing and hiring standards.
• Develop employee morale and ensure training of Rooms Division personnel.
• Maintain professional relationships and promote open communication with managers, employees, and other departments.
• Implement all Highgate Hotel policies and house rules.
• Monitor completion of Service Standards by Position Training Checklists for hourly staff.
• Maximize room revenue and occupancy by reviewing status daily and analyzing rate variance.
• Conduct daily tours of rooms operating departments, greeting employees and soliciting feedback.
• Monitor and support the corporate Guest Recognition Program and ensure compliance with SOPs in Rooms and Loss Prevention.
• Conduct walk-throughs of public areas and guest rooms to ensure cleanliness and maintenance standards are met.
• Prepare the Rooms Division annual budget, including Laundry, Communications, and Other Income.
• Participate in required M.O.D. program as scheduled.

Requirements

• At least 6 years of progressive experience in a hotel or related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
• Previous management experience required.
• Proficient in Windows, company-approved spreadsheets, and word processing.
• Effective communication skills, both verbal and written, with all levels of employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Strong problem-solving skills, including anticipating, preventing, identifying, and solving problems as necessary.

Nice-to-haves

• Experience with revenue management tools and practices.
• Knowledge of hospitality terms and standards.
• Familiarity with hotel marketing programs and corporate standards.

Benefits

• Competitive salary based on experience.
• Opportunities for professional development and career advancement.
• Comprehensive health insurance options.
• Paid time off and holiday pay.
• Employee discounts at Highgate properties.