Director of Rooms

Discover the breathtaking beauty of The Westin Westminster, a first-class hotel near Denver. Perched among stunning Rocky Mountain views, our Denver hotel gives beauty a whole new perspective. Step into luxury with our striking high plains décor that draws upon the warmth of Colorado, and uncover a serenity that is no secret to guests who are pampered by our hotel's elegantly appointed amenities.

The Westin Westminster recently installed a state-of-the-art solar panel system, making us the first partially solar-powered hotel in Colorado.

POSITION FOCUS
Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals.
Position is responsible for short and long-term planning and day-to-day operations of the room and related areas. Recommends the area's budget and manages expenses within approved budget constraints. The major areas of responsibility/management include: the front office, guest services, housekeeping, security and gift shop. May have responsibility for recreation and tennis. May participate in total hotel management as a member of the Hotel Executive Committee.

SERVICE CULTURE FOCUS
To support Sage’s Vision of being recognized by our customers as the best in our business through ensuring a culture that “makes the ordinary extraordinary!” You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.

ESSENTIAL RESPONSIBILITIES
Manage the human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.

Manages check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested. May need to fill in for various roles within the rooms department as the demands of business requires (Front Office and Housekeeping roles).

Manages guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.

Monitors and regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.

Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last)

Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.

Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.

Maintains a friendly, cheerful and courteous demeanor at all times.

Ensures that the overall operation of the front desk is completed daily.

Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.

Works closely with housekeeping and maintenance to ensure property is maintained.

Hiring, motivating and training of staff.

Performs other duties as assigned, requested or deemed necessary by management.

OTHER RESPONSIBILITIES
Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

Travel required to attend corporate training, meetings and other event(s) as deemed necessary.

Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.

Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.

Have a friendly and personable attitude with each encounter. Representing the hotel with the utmost of professionalism.

Reviews/approves front desk, bellstaff and housekeeping schedules weekly

Participates in monthly meetings for front desk, housekeeping and bellstaff.

Compliance with the hotel conduct policy.

Prepares for the flow of the day including set up for walks.

Responsible for special event bookings and advance deposit postings.

Should close out M/A's two days after departure and check in M/A's daily.

Should research and handle all no show inquiries.

Review reservations taken on the previous day.

Maintain absenteeism/tardy policy.

Be a leader and set an example to the staff by following all policies and procedures.

Administer front desk incentive program.

Ensure that the correct rates are running nightly.

Oversees the day to day operations of the front office, PBX, housekeeping, bellstaff and Concierge.

Participation in Manager on Duty program when scheduled.

SUPERVISORY DUTIES - 5 to 100 associates.

Competencies
Strategic Skills
Skilled in all facets of our business or specific area of specialty. Highly capable with current practices and processes and looks ahead at opportunities to utilize new products, consumer trends, changes in the marketplace, and technology edge. Has natural instincts and insight for finding the best solution to unclear situations, issues and problems. Reflects on their experience to determine numerous future possibilities and outcomes. Can see how the details fit into the big picture. Is a highly capable and resourceful problem solver. Manages the creative process within the business or department to develop unique solutions. Leverages creative solutions in the organization resulting in competitive advantages. Makes great decisions.


Operating Skills
Effectively divides, assigns, and delegates work to meet business objectives and goals. Communicates direction and purpose of work resulting in associate ownership, pride, and quality outcomes. Is able to assess how associates can improve performance and guides their developmental path. Is able to motivate and develop associates to their potential and create promotable talent for the organization.

Courage
Readily leads when challenges arise and is invigorated by tough situations. Will take an unpopular stand when needed. Can recognize talent individuals and assembles great teams without fear of hiring strong people. Formulates and communicates clear work plans and gives regular feedback on progress towards goals and makes changes accordingly. Let’s people know where they stand and can take negative action when needed.

Energy and Drive
Is a competitive person who is consistently driven to accomplish and exceed goals. Creates a sense of urgency in matters that will impact the success of their business objectives.

Personal and Intrapersonal Skills
Welcoming and warm personality. Demonstrates genuine care for customers and associates. Sets the tone for others in stressful situations by responding in a cool, calm, and collected way. Creates confidence and trust with others and is viewed by others as honest and direct. Is comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Can create an environment where associates thrive and actively seek approval of the manager. Conveys trust in associates and elevates their confidence by encouraging decision making and learning opportunities. Is a self-improver who develops a variety of approaches and communication techniques tailored to each situation. Builds high performing teams and compels them to embrace a shared vision for success.

Knowledge/Skills
This includes experiential knowledge required for management of people and complex problems. Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches. Ability to make decisions with only general policies and procedures available for guidance. Supervisory/management skills. Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests. Moderate hearing necessary as guests phone with requests and questions. Excellent vision necessary to assess required reaction to meet standards. Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner. Excellent literacy is required. Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment.

Abilities
Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments. Bending/kneeling -must be able to accomplish any task required of associates within assigned departments. Mobility -must be able to accomplish any task required of associates within assigned departments. Continuous standing -must be able to accomplish any task required of associates within assigned departments. Climbing up to approximately 40 steps 1% of 40 hour week. Climbing ladders up to approximately 5 feet 15% of 40 hour week. Driving required as necessary.

Education/Formal Training
A four year college degree or equivalent education/experience.

Experience
Four to five years of employment in a related position with this company or other organization(s).Starwood experience preferred.

Material/Equipment Used
Must be able to accomplish any task required of associates within assigned departments.

Environment
Inside hotel and office environment 95% of shift.