Director of Rooms

Full-Time

The Director of Rooms will be responsible for overseeing all areas of the Rooms Division operation including Front Office and Housekeeping.  This position will be responsible for maintaining a team environment with the goal of superior guest satisfaction. This role will develop and delegate key strategic business initiatives related to revenue enhancement and cost containment, as well as establish and maintain a world-class quality guest service culture.

• Works with Front Desk, Bell/Valet team, and Housekeeping to ensure highest level of service, efficient operations and adherence to all resort and company standards.
• Oversees the satisfaction of all guest requests and the resolution of complaints received by the Front Office and Housekeeping departments.
• Directs and supports the Director of Front Office, Front Office Manager, Front Desk Supervisors as well as offers guidance and support to line team.
• Monitors our survey response programs and shares results with appropriate departments.
• Monitors and manages labor in department areas.
• Mentors and develops leaders and helps them identify career paths.
• Works closely with other department heads for any needs in any of the Front Office and Housekeeping areas.
• Familiar with and able to troubleshoot problems with all technology related to the Front Office and Housekeeping departments.
• Works with the Revenue Department to maximize revenue during our peak times. Shares revenue direction with the Front Office management team.
• Ensures all daily tasks at the Front Office are being completed satisfactorily and assisting with completion, if necessary.
• Oversees and owns training of Front Office and Housekeeping associates, in partnership with department leaders.
• Evaluates associate and leader performance, determining improvement opportunities, training needs, and advancement requirements. Communicates opportunities, goals and objectives in a timely, clear, and supportive manner.
• Develops departmental incentive and staff motivation programs.
• Evaluates department operations and recommends changes to improve department efficiency, effectiveness, and guest satisfaction.
• Works with Event Managers and Sales Managers to satisfy all special group requests.
• Ensures accurate communication of information to guests regarding all resort facilities and operating hours.
• Attends and participates in departmental meetings for all Front Office areas.
• Oversees all departmental budgets, forecasts, and schedules.
• Keeps the General Manager appraised of all significant happenings in both the Front Office and Housekeeping.
• Attends all required resort meetings to keep abreast of in-house activities/promotions and upcoming events; maintain communication with other departments within the resort.
• Holds consistent and routine department meetings designed to provide necessary operating information for all departments.
• Engages as an active member of the resort's Executive Committee team.
• Other duties as assigned.

• In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the resort.
• Inspect guest suites.
• Participate in property walks and clean ups.
• Develop relationships with key vendors to maintain quality levels.
• Assist in site visits representing the resort.

Education: Any combination of education, training or experience that provides the required knowledge, skills and abilities. College education preferred.

Experience: Previous supervisory/management experience required and a full and thorough understanding of a resort operation. Previous experience with property management systems, such as Opera, required.

Certificates or Licenses: N/A

Personal Characteristics:

• Behaves ethically
• Organized: Maintain a neat, organized workspace, maintaining important documents pertinent to job
• Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language
• Professional Appearance: Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review)

The Scott Resort & Spa's leaders and associates believe each guest should be treated with respect and professionalism. We create a genuine experience of heartfelt hospitality, enticing our guests to return again and again. In order to be successful at The Scott, associates must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and enthusiastic associates treat every guest as if they were our only guest. A true customer focus is essential to success with our property.