Job Description
Rooms Division Manager is responsible for ensuring the operation of Front Office, Housekeeping, Laundry and Van Drivers in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees, DUTIES & FUNCTIONS Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner. Review and approve departmental schedules weekly. Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working. Comply at all times with AFP Management standards and regulations to encourage safe and efficient hotel operations. Respond to all guests requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction. Motivate, coach, counsel and discipline all Rooms Division personnel according to hotel standards. Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures according to SOP's. Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures. Develop employee morale and ensure training of Rooms Division personnel. Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments. Ensure implementation of all AFP Management policies. Monitor completion of the Job Skills Checklists for hourly staff. Monitor oversold dates to ensure the maximization of rooms revenue. Tour rooms operating departments daily, greeting employees and soliciting feedback. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc. Attend daily stand up and weekly Rooms Merchandizing meetings. Participate with commentary on Weekly GM flash report, reporting information and actions taken to improve Salt Performance. Respond to social media posts as part of the Social Media Response team including but not limited to Hilton Online reviews, Trip Advisors and so forth. Monitor and support Hilton Honors Guest Recognition Program. Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism. Be Knowledgeable of collective bargaining agreement. Monitor and ensure compliance with SOP's in Rooms and Loss Prevention. Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met. Monitor "HHonors" to ensure the program's integrity. Coordinate major projects such as renovations and capital expenditures Conduct weekly Rooms Division meeting, including a monthly financial review. Perform Rooms Managers' performance reviews, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees. Monitor labor expenses through schedule approval process and ensure budgeted productivity. Prepare department heads for succession through development of their need areas Participate in preparing of the annual budget for Rooms Division departments. Participate in the hotel’s M.OD. program. Operate all aspects of the Front Office computer system, including software maintenance, respond generation and analysis, and simple programming. Monitor proper operation of the P.B.X. console and ensure that employees maintain S.O.P.'s in its use. Be the key administrator for Hilton and hotel systems, working with outside IT company to get team members onboarded with various systems. For example, Hilton Lobby, email, etc. Be knowledgeable of the current corporate marketing programs and the standards and procedures for each. Monitor all V.I.P.'s, special guests and requests. Attend meetings/training as required by management. Perform other duties as requested from management. Physical requirements Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Mental requirements: Must be able to convey information and ideas clearly. Must be able to evaluate and select among alternative courses of action quickly and accurately. Must be effective in handling problems in the workplace, including anticip