Director of Rooms at Sonesta Hotels International Corporation in Milpitas, California

Job Description:

Job Description Summary

The Director of Rooms manages all aspects of the front office areas which may include, but is not limited to guest registration, bell services, business center, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Responsible for the direction and oversight of key guest contact departments and their managers and team members.

Job Description

Key Job Functions

• Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.


• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.


• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.


• Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.


• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Develop actions plans to correct any deficiencies.


• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, etc.


• Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.


• Maintain procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy


• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.


• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

Strategy and Planning:

• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.


• Set departmental goals and strategy to align to company mission and departmental goals and targets.


• Responsible for the Loyalty program in driving enrollments through the value of the program. Ensure all guests who are members are appropriately recognized and receive the appropriate benefits based on elite level while meeting all standards.


• Coordinate with other departments to achieve Guest Satisfaction Scores and Arrival Experience as goal sets by Sonesta.


• Develop and maintain relationships with vendors.


• Interact with outside contacts: Guests - to ensure their total satisfaction. Regulatory agencies - regarding safety and emergency matters. Other contacts as needed (professional organizations, community groups). Deliver Passionate & Engaging Service to our Guests.


• You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations

You will consistently deliver our GUEST model:

• 
  Greet or welcome everyone, warmly with a smile


• 
  Use eye and ear contact and guest's name


• 
  Establish/anticipate needs


• 
  Solve and own all requests/complaints


• 
  Thank everyone

Build solid relationship with your Colleagues

Treat colleagues with respect and dignity

Other duties and responsibilities may be assigned.

The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his/her competency.

Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Track record of delivering exceptional guest or client experience.

Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.

Appropriate professional appearance and demeanor.

Knowledge of Opera and internet software preferred.

Ability to read and comprehend simple instructions, short correspondence and memos.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Track record of delivering exceptional guest or client experience.

Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.

Bi-Lingual communications skills a plus.

Strong communication skills.

Appropriate professional appearance and demeanor.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand, walk and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit, climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate.

Additional Job Information/Anticipated

Pay Range

Pay Range: $75,000-$85,000/yr. Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance


• Health Savings Account with Company Match


• 401(k) Retirement Plan with Company Match


• Paid Vacation and Sick Days


• Sonesta Hotel Discounts


• Educational Assistance


• Paid Parental Leave


• Company Paid Life Insurance


• Company Paid Short Term and Long Term Disability Insurance


• Various Employee Perks and Discounts


• Hospital Indemnity


• Critical Illness Insurance


• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.

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