Director of Rooms

Summary: The Director of Rooms oversees front desk, valet, bellman, and concierge and effectively handles guest needs and manages staff while keeping the hotel running smoothly. The position has active participation in the profit maximization, guest satisfaction, revenue and operational effectiveness. Analyzes financial and rooms operating information in order to achieve budgeted labor, supplies, materials and other cost standards.

Essential Job Functions: Include the following. Other duties may be assigned.

• Actively participate in the strategic planning and ongoing development of the hotel, including revenue forecasting, ensuring the delivery of our environment commitments, overseeing the health, safety and security of our guests and colleagues.
• Clearly demonstrate to guests and colleagues a commitment to service excellence through the effective implementation and delivery of the resort standards at all times.
• Ensure the smooth and efficient delivery of engaging service from arrival to departure.
• Lead and manage the day-to-day operations ensuring exceptional guest service is provided as well as overall cleanliness of rooms and all common areas.
• Manage third-party relationships related to the Rooms Division. Oversee all aspects of rooms division operations, including front desk, reservations, guest services, and housekeeping
• Assume all pre and post opening duties and responsibilities of the department.
• Prepare annual budgets and administer in a fiscally responsible manner.
• Lead and support all areas in the achievement of the colleagues, guests and financial targets.
• Control all purchases for the department, consistently aware of quality and cost.
• Active participation with the Sales, Marketing, and Revenue team, and effective and proactive yield management to ensure an increasing RevPAR index within the competitive set.
• Oversee group business, reviewing and ensuring details of group resumes are met.
• Coordinate the implementation and enhancement of service standards.
• Handle guest concerns while ensuring effective follow-up.
• Assess guest feedback and celebrate successes while solving challenges.
• Lead and champion hotel committees and company programs
• Follow departmental policies, procedures and service standards
• Follow all safety policies

Education and Experience:

• Full-Time Management position that requires a flexible schedule and the ability to work day/night shifts, weekends, and holidays. A varied schedule.
• Bachelor's degree in Hospitality Management or related field or a combination of equivalent experience and education in the rooms division, food and beverage, or related disciplines
• Strong knowledge of supervisory and other management skills

Language Skills: Excellent verbal and written communication skills.

Reasoning Ability: Ability to solve problems and deal with a variety of variables in situations where only limited standardization exists. Ability to provide and interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Other Skills and Abilities: Ability to communicate and work well with fellow employees and other departments. Maintain a presentable appearance, behavior and manner at all times. Ability to process administrative work. Ability to resolve guest and employee conflicts. Ability to manage multiple tasks effectively.

Physical Demands: While performing the duties of this job, the employee regularly is required to stand; use hands to finger, handle, or feel; reach with hands and arms; and talk or listen. The employee frequently is required to walk. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl. The employee must occasionally lift, push, carry, pull, or move up to 50 pounds. Repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.

Work Environment: Work is generally performed at front office.

PGA National Resort is an Equal Opportunity Employer:

Minorities / Females / Veterans / Individuals with Disabilities / Sexual Orientation / Gender Identity