Director, Rooms
(13122 )
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Behold the dawn of a new, all-encompassing resort experience in Dubai – One&Only One Za’abeel. A vibrant hub for business, a magnetic stage for entertainment, and a haven for inner-city wellness, this new Dubai resort will be more than a trailblazing icon of the skyline, and it will be an utterly unrivalled urban oasis. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
About the Role
Director of Rooms is responsible for managing a smooth day to day operations of Front Office, Concierge, Bell, Transportation and Valet in an attentive, efficient and courteous manner, providing all guests with high quality of service based on the established standards while maximizing room revenue. He/she will motivate team members’ morale, enhance productivity levels, achieve departmental goals and exceed guest expectations. Director of Rooms will ensure development of all direct reports and colleagues’ skills and competencies ensuring continuous career growth.
Key Duties and Responsibilities
Effectively communicate with the Hotel Manager to ensure aligning strategic plans and implementation of priorities. Ensure all team members are aware of all departmental objectives, standards and are kept informed of performance results. Ensure all team members are following ‘Resort Grooming Standards’ which reflects on brand image. Ensure all guests are welcomed and assisted with a high level of service in an efficient, warm, and professional manner by all colleagues. Actively review and attend to guest complaints, comments, and feedback in a promptly manner. All feedback will be communicated, when necessary, with colleagues after studying root cause and taking necessary corrective/preventative actions. Implement plans and procedures to continuously enhance and improve overall guest experience and customer service. Contribute to enhancing the level of product by proposing innovative ideas staying ahead of the competition. Create the appropriate incentive to ensure revenue maximization and ensure upselling at its maximum and drive employee productivity. Review on daily basis forecast of various events taking place within the resort to ensure proper planning is in place and colleagues in various departments are ready to deliver the expected level of service. Review on daily basis individual and group guest forecast and occupancies, have proper planning for guest arrival, stay and departure experiences. Work closely with the Director of VIP Services pertaining to guest experiences and maximizing the revenue of all Club rooms and Suites. Manage all related third-party vendor contracts and relationships. Ensure all contractors that work in various departments such as Bell, Transport & Valet, etc. are adhering to all departmental standards and procedures. Involve with Vice President Rooms all activities that relates to Revenue Management, Sales, Marketing, and Events by representing Rooms Operations in decision making of Revenue Strategy, Packages and Offers, Managing High Occupancy and Book Out situations, challenges that affects guest experience, large groups and events, etc. Assisting Vice President Rooms in all aspects of financial planning, forecasting, budgeting, monthly profit and loss statement analysis of all direct report departments. Develop plans that control and reduces cost and maximizing efficiency and workplace productivity within assigned budgets and without affecting guest experience. Ensure regular monthly communication meetings and daily briefings are held within the departments. Ensure regular communication meetings are held with other functional/supporting departments such as Room Reservations, Finance, Housekeeping, Facilities, IT, etc. to discuss any challenges that may affect guest service process. Ensure an on-going update to all work procedures and policies that best matches the culture of change in the organization. Involve in all related daily procedures to Human Resources and Finance such as Attendance, Leaves, Store Requisitions, etc. ensuring that all colleagues are following the proper policies and procedures Achieve and improve all targets of key drivers supporting quality assurance standards and procedures (i.e. ISO 9001). Oversees department recruitment requirements, assists Human Resources in recruiting new team members, and carries out interviews as needed. Conduct mid-year and annual ‘Performance Review’ with all direct reports of assigned departments and ensure that all levels of colleagues receive a fair and thorough ‘Performance Reviews’ following Human Resources guidelines. Coordinate with the Vice President Rooms all levels of colleague’s development and succession plans ensuring providing fair career growth opportunity, team efficiency, diversity, and enhanced competencies and skills. Ensures training needs within the department is monitored, analyzed and executed as per resort standards. Coaches, counsels and disciplines staff, providing constructive feedback and mentoring opportunities to enhance performance and carries out any other job-related duties as requested by the resort. Ensure all colleagues are treated with dignity, respect creating a healthy workplace environment and increased motivation levels Responsible for the CES results and morale. Ensures appropriate facility supervisory coverage through use of a Manager on Duty (MOD) system Prepares any incident or accident reports and forwards them to the Corporate Risk Management Department and other duties as assigned. Assist in attending various meetings as required or in the absence of Hotel Manager
Skills, Experience & Educational Requirements
Two + years in rooms operation background in medium or large sized hotel/resort, same position level or minimum Front Office Manager in a largescale resort. Hotel Management School, Degree. Strong interpersonal and leadership skills. High level of adaptability and self-motivation. Ability to show initiative and make decisions. Communication skills. Excellent customer service skills. Efficient, well organized, and able to handle a variety of duties simultaneously Energetic, enthusiastic and motivational. Professional manner, discretion, and appearance. Excellent verbal and written skills. Multilingual is desirable
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
