• Application Deadline:
• Position: Director of Rooms


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 2 - 4 years


• Location Lagos


• City Ikeja


• Job Field Hospitality / Hotel / Restaurant 
  

Job Summary

• Functions as the strategic business leader of the property's Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms.


• Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives.


• The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department.


• Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.

Core Work Activities

Leading Rooms Team:

• Champions the brand’s service vision for product and service delivery.


• Communicates a clear and consistent message regarding departmental goals to produce desired results.


• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.


• Monitors and promotes room rates, specials, and promotions at the residence.

Managing Profitability:

• Analyzes service issues and identifies trends.


• Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.


• Reviews and audits expenses.

Managing Revenue Goals:

• Monitors Rooms operations sales performance against budget.


• Reviews reports and financial statements to determine Rooms operations performance against budget.


• Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.


• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service:

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.


• Delivers excellent customer service throughout the customer experience and encourages the same from other employees.


• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.


• Coordinates and communicates event details both verbally and in writing to the customer and property operations.


• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.


• Responds to and handles guest problems and complaints.


• Uses personal judgment and expertise to enhance the customer experience.


• Stays available to solve problems and/or suggest alternatives to previous arrangements.


• Interacts with guests to obtain feedback on product quality and service levels.


• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.


• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.


• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.


• Ensures that employees understand expectations and parameters for Room duties.


• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities:

• Interviews and hires employees.


• Ensures employees are treated fairly and equitably.


• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).


• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.


• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.


• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.


• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.


• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.


• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.


• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.


• Identifies talents of direct reports and their teams, and assists with their growth and development plans.

Candidate Profile

Education and Experience:

• 2-year Degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year Bachelor's Degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.