Director of Rooms Division - Richmond Hill, Canada - Sheraton Parkway Toronto North Hotel

Sheraton Parkway Toronto North Hotel

Verified Company

Richmond Hill, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

This position is responsible for all Rooms Division operations and staff. Areas of responsibility include Front Desks; Bell Desk, Switchboard, Club Lounge, Reservations, Housekeeping and Security.

As a division head, directs and works with managers and associates to successfully execute all rooms division operations, including budgets, guest arrival and departure procedures, GXP, Guest Voice, and brand standard audits.

Strives to continually improve guest and associate satisfaction and maximize the financial performance of the departments.

Core responsibilities include but are not limited to:

Leading Rooms Division Teams:

Utilizes interpersonal and communication skills to lead, influence, and encourage others, advocates sound financial/business decision making; demonstrates honesty/integrity; and leads by example
Encourages and builds mutual trust, respect and cooperation among all team members
Serves as a role model to demonstrate appropriate behaviours
Manages direct reports and day-to-day operations. Understands all positions well enough to perform duties in an associate/supervisor/manager's absence
Establishes and maintains open, collaborative relationships with colleagues and associates and ensures all team members do the same within their teams
Ensures recognition of associates is taking place across areas of responsibility
Communicates performance expectations in accordance with job descriptions for each position and monitors progress
Celebrates successes and publicly recognizes the contributions of team members

Maintaining Guest Services, Front Desk and Housekeeping Goals:

Achieves and exceeds goals including performance goals, budget goals, team goals, etc
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of guests and clients on a daily basis
Develops specific goals and plans to prioritize, organize and accomplish all responsibilities
Keeps Front Office and Housekeeping teams focused on the critical components of operations to drive guest satisfaction and the desired financial results
Conducts department meetings and communicates clear and consistent message regarding the goals to produce desired results
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands the impact of Front Office and Housekeeping operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.

Managing Projects and Policies

Ensures compliance with all property policies, standards and procedures and ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to relevant legislation and/or collective agreement provisions.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for guest satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
Strives to continuously improve service performance.
Empowers associates to provide excellent guest service.
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience
Reviews guest satisfaction results and other data to identify areas of improvement.
Responds to and handles guest problems and complaints.
Observes service behaviors of associates and provides feedback to individuals and/or supervisors/managers.

Managing and Conducting Human Resource Activities

Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Establishes challenging, realistic and obtainable goals to guide operation and performance.
Solicits associate feedback, utilizes an "open door" policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
Ensures associates are treated fairly and equitably.
Manages associate progressive discipline procedures for Rooms Division teams.
Administers the performance appraisal process for direct report managers.
Interviews and hires managers with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities

Oversees the daily Security operations staffing, scheduling, payroll, reporting, etc
Analyzes information and evaluating results to choose the best solution(s) and solve problems.
Informs and/or updates the