.PURPOSE Ensure flawless operations within the Rooms Division, harmonizing brand standards with our hotel's unique hospitality essence. ADMINISTRATION To ensure that the Rooms activities are aligned with the respective Corporate and property Strategy. To represent the Rooms function on the hotel's Executive Committee. To oversee the preparation and update of individual Departmental Operations Manuals and Standards. To conduct regular divisional communications meetings and ensure departmental briefings and meetings are effective and conducted as necessary. To ensure that guest history files are maintained and utilized. CUSTOMER SERVICE To ensure that all employees deliver the brand promise and always provide exceptional guest service. To guarantee that Rooms Associates also provide excellent service to internal customers in other departments as appropriate. To spend time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary. To handle all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. FINANCIAL To optimize employee productivity by implementing multi-skilling, multi-tasking, and flexible scheduling strategies to align with the financial objectives of the business and fulfill guest expectations. To ensure that each revenue generating department (e.G., Rooms, Transportation, and Guest Laundry) is operated in line with maximizing revenues and profit through up selling, pricing activities and proper yield management, while delivering on the brand promise. To maintain the lowest possible cost structure in each cost center (e.G., Housekeeping) while delivering on the brand promise to the guest. To oversee the preparation of the Annual Business Plan for Rooms. To strategically analyze business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate. To proactively manage costs based on key performance indicators, working through the respective Heads of Department as appropriate. To ensure that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information. MARKETING To prepare, utilize and update an Annual Marketing Plan, broken down as necessary by division and/or department. To constantly evaluate local, national and international market trends, vendors and other hotel operations to make sure that the hotel's own operations remain competitive and cutting edge. To encourage Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business
