Rooms Manager

The Rooms Manager is responsible for Front Office and Housekeeping. The Rooms Manager is responsible for ensuring Performance Hospitality Front Office and Housekeeping SOPs are in place and consistently followed.

To ensure quality guest service, the Rooms Manager is expected to:

• Ensure that sufficient staffing is present to meet daily business demands.
• Maintain consistent and effective communication between shifts among fellow managers and Service Professionals.
• Actively participate in the training and continuing education of all Rooms Division Service Professionals.
• Responsible for actively recruiting and hiring for all Front Office and Housekeeping positions.
• Approach all encounters with guests, employees, and members in a professional and personalized manner.
• Maintain regular attendance in compliance with Performance Hospitality Standards, as required by scheduling, which will vary according to the needs of the Hotel.
• Maintain a professional image and personality, exuding confidence and leadership while encouraging safe and efficient hotel operations.
• Coordinate E-Check-In, arrivals, departures, and special needs of Bonvoy guests.
• Identify and solicit potential new Bonvoy members.
• Understand and effectively communicate promotions and enhancements to Service Professionals and guests.
• Serve as a general guest information source and act as a salesperson for Island Hospitality.
• Offer to handle special arrangements during a guest's stay and coordinate future visits.
• Maintain a database of guest preferences, habits, and special dates through the PMS system.
• Assist with additional Front Desk tasks as operational needs require.
• Oversee Housekeeping Supervisors to ensure guest rooms meet established cleanliness and quality standards before being released as ready for guest occupancy.
• When business levels, staffing needs, or operational demands require, actively assist the Housekeeping team with cleaning and preparing guest rooms to ensure rooms are available for arriving guests and hotel standards are maintained.
• Oversee inventory and ordering of supplies and linens for both Housekeeping and Front Office.
• Complete projects in a timely manner as required by the General Manager.
• Be able and willing to participate proficiently in functions outside of one's primary department when called upon to support hotel operations.
• Proficiency in English (verbal & written), multi lingual is a plus
• Must be flexible in terms of working hours and schedules
• Must be able to endure physically long periods of standing
• Must possess outstanding guest services skills, professional presentation and sophisticated communication skills
• Must posses leadership skills and be able to motivate Service Professionals through difficult points within the operation
• Must be able to handle a multitude of tasks in an intense, ever-changing environment
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests and members