Thompson Dallas

At Thompson Dallas, we believe our guests select Thompson because of our caring and attentive team members who are focused on providing efficient service and meaningful experiences. This position is a highly visible role and reports to the General Manager or Hotel Manager.

The Director of Rooms oversees hotel services including Front Desk operations, Housekeeping, Guest Services, valet, concierge, uniformed services, and laundry. They maximizes room revenues, productivity & occupancy; analyzes rate variances, monitors credit reports & maintains close observation of daily house counts and makes adjustments accordingly.

Coordinates major projects such as renovations, capital expenditures, & equipment changes. Conducts weekly Rooms Divisions meetings, including monthly financial review with subordinate managers & senior hotel directors. Prepares revenue & occupancy forecasting & monitors labor expenses through schedule approval process. Hires, manages & trains subordinate managers & employees.

The Director of rooms communicates in an attentive, friendly, efficient, and courteous manner, while developing managers and colleagues; has the flexibility to meet the demands of a 24 hour operation; and the ability to work comprehensively with spreadsheets and budgeting packages.

As a department head, this person will direct and work with managers and team members to successfully execute all front office and rooms operations.

Core Work Activities

• Responsible for short and long term planning and the management of the hotel’s Front Office and Rooms operations
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Ensuring total compliance with standards of operation; ensuring that staffing is maintained at the appropriate level to match business demand.
• Establishing monthly reporting system to monitor; handling all guest complaints expeditiously to complete resolution; closely monitoring the financial performance of Rooms and Front Office to ensure that they are kept in line with budget; and providing solutions to improve problem areas and assisting in implementing corrective measures.

· Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. 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 & rate, wages and controllable expenses.

· Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.

· Develops systems to enable employees to understand guest satisfaction results.

· Communicates a clear and consistent message regarding departmental goals to produce desired results. Managing the Guest Experience

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

· Responds to and handles guest problems and complaints.

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

· Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations. Managing and Conducting Human Resources Activities

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

· 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 Operating Procedures (SOPs) and supports Hyatt’s IDP practice.

· 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.

· Maintain excellent relationships with business partners and the community.

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

· Analyzes service issues and identifies trends

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals
• Lead by example
• Ensure brand and service standards are in place, maintained, embraced, audited, improved upon and celebrated
• Effective and timely interaction with all hotel departments including participation and representation in hotel wide meetings/committees as required
• Ensure environmental initiatives are adhered to, and new and innovative environmental opportunities are implemented.

• Monitor, engage, support and embrace voice of the guest & social media guest satisfaction daily, monthly & yearly results and rankings to ensure there is a consistent focus of continued improvement
• Actively involved in Health & Safety mandate throughout the division including policies and practices surrounding potential work place injuries
• Coach and counsel employees to reflect the company's service standards and procedures
• Analyze, investigate, and resolve guest complaints; ensure that colleague and guest concerns are resolved satisfactory in a professional and timely manner, and create an environment where there is a feeling of ownership by all departments when it comes to guest and colleague concerns.
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and timetables.

Qualifications

• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• 4 years or more of progressive hotel Rooms/Front Office Management experience
• Service oriented style with professional presentations skills
• At least 2 years progressive management experience within the Rooms & Front Office Division of a hotel
• Hotel/Hospitality degree an asset
• Previous experience in a leadership role an asset
• Proven ability to effectively lead, motivate, coach and develop your team
• Computer literate in Microsoft Window applications
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment and work cohesively as part of a team; ability to focus attention on guest needs, remaining calm and courteous at all times.
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel
• Must have excellent organizational, interpersonal and administrative skills

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.