Job description
VIRGIN HOTELS NASHVILLE
Director of Rooms
Who we are:
We love what we do and what we do is important! We believe that everyone should leave feeling better – this means not just our guests, but also our teammates. Everyone should go home feeling better because they learned something new, or had fun working that day. Therefore, we hire unique individuals who work together to create amazing experiences for our guests. We recognize that every member of the team contributes to the success of the whole hotel. No-one is more important than anyone else, and unless we are in it together, we can’t create that special experience for our guest.
Your mission:
Should you choose to accept it…
We want someone who thinks outside the box. Our Belief Statement starts with “We love what we do and what we do is important.” Every single teammate in our hotel is valued and we expect our guests to feel the same way. This isn’t a walk in the park, but if you are passionate about people, share our quirky sense of humor, and are able to see beyond the traditional scope of checking in and out, then this just might be the right role for you. We aim to deliver outstanding guest service to our guests and the team by offering timely, efficient, knowledgeable, warm and truly remarkable service. We achieve that magical environment by assisting our guests with their check-in & check-out process while engaging them with our personalized service. Enthusiastically using our talents to sell our experience to our guests. Greeting each and every guest with an authentic and warm approach. Ensuring you are fully informed of hotel & city events to be a source of information for our guests. Using tact and creativity to handle each guest concern to make sure everyone leaves our hotel feeling better.
The Nitty-Gritty:
What exactly you will be doing…
In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide “out of this world” customer service experience for our guests:
- Train, train, train! It all starts here. You are responsible for building a team of talented individuals who never let the ball drop. This means creating and monitoring a consistent training program that keeps the team on their toes. The initial training program has to prepare our new members for what lies ahead and set them up for success. Then you follow up with daily, weekly and monthly lessons to keep everyone learning and growing.
- Oversee and direct Rooms Division and associated departments.
- Assist in developing and managing execution of budgets and revenue forecasts. Develop and implement controls for expense management. Ensure staff is utilizing labor management tools to schedule and control labor costs.
- Work with the Director of Housekeeping and Front Office Manager on department schedules and assignments.
- Lead the Rooms Division and front office teams by providing structure, motivation, coach, guidance and positive encouragement as necessary to ensure a premier level of service, professionalism and communication.
- Lead a flock of passionate teammates that aim to provide exceptional guest experiences, while performing within financial guidelines.
- Be the champion of maintaining the Virgin “Tone of Voice,” culture & level of standards. Teach your staff the proper culture.
Ensure staff have complete knowledge of the following at all times.
- Hotel features/services, hours of operation.
- All room types, numbers, layout, décor, appointments & location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- Scheduled daily group activities.
- Guest Interaction. This is not an office job! How can you know what is happening on the floor or with a guest if you are not present? Information should flow through you to the staff, not the other way around. You are responsible for detailing and confirming guest profiles and communicating that to FOH and BOH. You handle guest issues directly, with confidence and achieve positive results. Although you lead your team through the process of troubleshooting and you empower them to resolve upset, you are still actively involved in the solution. Your presence to guests and team is actively seen on the floor.
- Maintain a clean, hygienic and organized work environment. Set up work station with necessary supplies.
- Communication. Monitor and track the flow of information coming to you from your superiors, hotel side, culinary side and distribute consistently to your hourly teammates. Be highly involved in decisions and communication on the floor and share results with fellow teammates and superiors. Manage the communication relationship between guest and all areas involved: special requests from guests, needs of guests to the kitchen, service issues and guest recovery opportunities. You must communicate your expectations for your team mates clearly each shift and remain consistent in your messaging.
- Manage The Know program to ensure guest profile information is relevant and it is being utilized to dazzle our guests during their stay.
- Ensure all guest questions & requests are completed & followed up on while executing fabulous guest service.
- Be creative and think outside the box to create memorable experiences for our guests.
- Ensure that staff work well on a team or independently while being accountable for work performed. Build a good working culture among team members.
- Take, record and relay messages accurately, completely and legibly.
- Enthusiastically describe details of food dishes and beverages available in all F&B outlets.
- Create checklists for all job areas.
- Ensure proper operations of the Valet Team.
- Adhere to security procedures to ensure our guest’s safety.
- Be a team player!
- Continually strive to improve customer service.
- Highly organized, anticipating needs and over delivering wherever possible.
- Must be enthusiastic, passionate and possess a wicked sense of humor!
*Virgin Hotels celebrates diversity and proud to be an Equal Opportunity Employer*
What qualities are we looking for?
Education & Experience:
- Current, legal and unrestricted ability to work in The United States.
- Associate or Bachelor’s degree preferred
- Minimum 3-5 years of managerial experience in the hospitality industry, 2-3 years as a department head
- Ability to compute accurate mathematical calculations.
- Ability to clearly and pleasantly communicate in English with guests, management/co-workers, both in person and on the telephone.
- Proficient computer knowledge.
Other Requirements:
- Candidates must have the ability to:
- Ability to work a shift other than a day shift, such as pm, swing or overnight shift
- Ability to work on weekends and holidays
- Stand for periods of 8-10 hours.
- Understand guest inquiries and provide clear, concise responses.
- Work with others like a rock star, while constantly advocating for your guests.
- Mentality of service minded and taking responsibility beyond direct duties.
- Strong knowledge of HMS (our PMS), Agilysys (POS), Guestware, GoConcierge, Voxer and Synxis preferred
- Strong sense of need for achievement of goals and success.
- Sound ability and knowledge to develop standards of operations and strategic processes
- Ability to work under own initiative in a highly pressured environment.
- Maintain confidentiality of all guests and hotel information.
- Maintain a neat, clean and well-groomed appearance per hotel standards.
- Bend, squat and stretch in areas of limited space to perform cleaning, organization and other duties.
- Adhere to hotel policies including but not limited to attendance, safety, behavior.
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