Director of Rooms

We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let’s see if we’re a fit. We hope so.
 

The Director of Rooms Operations must have a strong working knowledge of Marriott brand standards, service culture, and operational compliance. Experience working within a Marriott branded hotel environment — either directly with Marriott International or through a Marriott franchise/management partner — is strongly preferred due to the property's Autograph Collection affiliation and the operational expectations associated with brand performance, guest satisfaction metrics, and audit compliance.

Position: Director of Rooms Operations

Location: Fort Myers, FL

Reports to: General Manager

Status: Exempt

Essential Functions

• Maintain compliance with Mainsail Lodging & Development company core values.
• Maintain regular attendance in compliance with Mainsail Lodging & Development’s policy, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming which includes wearing proper professional attire and nametag.
• Comply at all times with Mainsail Lodging & Development’s standards and regulations to encourage safe and efficient hotel operations.
• Champion the properties guest satisfaction efforts by ensuring that all stakeholders have consistent and effective processes in place to monitor feedback, maintain high guest touchpoint efforts, and to adapt within their operations when deficiencies are identified 
• Consistently review and implement as necessary all departmental LSOPs
• Prepare team member schedules according to the business forecast, payroll budget guidelines and productivity requirements.
• Oversee procurement function for the rooms division, ensuring monthly expenditures are in line with business forecast
• Maintain a clearly defined inspection process for guestrooms and public areas, assessing cleanliness and condition
• Maintain required pars of all housekeeping supplies by ordering all needed supplies and amenities on a monthly/ quarterly basis.
• Ensure any discipline inventories are conducted on a monthly/quarterly basis as dictated by finance and/or Mainsail company guidelines
• Ensure property loss prevention coverage, processes, and standards meet Mainsail company guidelines-this role serves as the property level champion for communication and reporting as it relates to guest incident/property claims

• Ensure guest privacy and security by correctly following hotel procedures.
• Serve as a senior point of contact for highly escalated guest issues

• Ensure guest room and public space Preventive Maintenance process are in place
• Participate in required M.O.D. (Manager on Duty) coverage as scheduled.
• Motivate, coach, counsel and discipline all Personnel according to Mainsail Lodging & Development procedures.
• Monitor work orders and submit to Maintenance Department according to procedures.
• Maintain a professional working relationship and promote open lines of communication with other managers, team members and all other departments.
• Respond to emergency situations using information contained in Material Safety Data Sheets. Keep MSDS sheets current and easily available.
• Maintain and monitor “Lost and Found” procedures and policies according to standards.
• Ensure all end of month reports are met,
• Review all operational staff’s worked hours for payroll compilation and submit to accounting on a timely basis.
• Prepare team member schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Ensure that Ten Day Forecast is completed on a timely basis.
• Work closely with account on follow up items, I.e.: returned checks, rejected credit cards, team member discrepancies, etc.
• Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis and simple programming.
• Monitor proper operation of the PBX console.
• Greet and welcome all guests approaching the Front Desk in accordance with Brand Standards.
• Ensure the proper use of radio etiquette within the departments.
• Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
• Be aware of all rate, packages and promotions currently underway.
• Process and handle guest laundry (property specific).
• Perform other duties as requested by hotel General Manager.

Hotel Performance

• Ensure successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and investors.

Qualification Standards

Education & Experience

• Experience working in a Marriott International property or with a Marriott franchise/management company is highly preferred
• 4-year bachelor’s degree preferred
• Minimum of 5 years in hospitality related Rooms leadership role preferred
• Excellent customer service skills
• Excellent communication skills, both verbal and written
• Ability to effectively present information to individuals or groups
• Proficiency with Microsoft Office programs a must, Marriott systems a plus
• Due to the operational requirements of an Autograph Collection property, candidates without Marriott brand experience will not be considered unless they possess equivalent luxury lifestyle brand experience (Hyatt Lifestyle, Hilton Curio/Canopy, etc.).

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to communicate clearly
• Corrected vision to normal range
• Ability to drive/transport self and others
• Ability to travel on occasion for meetings
• Long hours sometimes required

Mental Demands

• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction and provide direction to others
• Manage differing personalities within the office, the hotel and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary

NOTICE: The hotel business functions seven days a week, 24 hours a day. All employees must realize this fact and be aware that at all times it may be necessary to move employees from their accustomed shift as business demands. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times.

Full-time Associate Benefits

• Medical, Dental, & Vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees

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Part-time Associate Benefits

• All above-listed benefits except for Medical Insurance, Holiday Pay, Tuition Reimbursement

Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.