Company Description
Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.
Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.
Job Description
Position: Director of Rooms
Department: Rooms Division / Front Office
Reports to: Resort Manager
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PURPOSE OF POSITION To manage and coordinate all departments in the Rooms Division. Plan, develop, implement and audit the quality of products and services for all internal and external customers.
KEY ROLES & RESPONSIBILITIES Maintain complete knowledge of:All hotel features/servicesAll room types, numbers, layout, décor, appointments and locationsAll room rates, special packages and promotionsDaily house count and expected arrivals/departuresPrevious day's pickup and anticipated business levelsRoom availability status for any given dayScheduled in-house group activities, locations and timesAll hotel and divisional policies and proceduresMonthly forecast and budget itemsTour hotel daily; audit staff adherence to hotel policies and procedures in all phases of service and job functions; follow up with designated personnel where neededReview departmental/divisional profits, payroll expenses, rooms' expenses, cost per occupied room, previous day's occupancy and room revenuesHelp conduct line-ups, review all information pertinent to the day's businessPrepare weekly work schedules and Manager on Duty schedules in accordance with staffing guidelines and labor forecasts; adjust schedules to meet business demandsConduct weekly meetings with divisional managers and review all information pertinent to the week's businessObserve guest reactions and confer frequently with staff to ensure guest needs are metMonitor and handle guest complaints in an expedient and effective mannerAnticipate sold-out situations/and know how many rooms are overbooked; assist in locating alternative accommodations for guests and assist in "walking" and following up with guests, in accordance with hotel policies and proceduresReview all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventoryComplete work orders for submission to Engineering for prompt maintenance repairsPrepare monthly, quarterly and yearly Rooms Division financial forecastsPrepare annual capital expenditures reportMonitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.Provide training and development opportunities for all management personnelAdminister quarterly performance evaluations for all managers; provide performance feedback to all staff; handle disciplinary problems and counsel managers and staffFacilitate divisional and departmental Strategic Planning meetingsMonitor and facilitate all Internal Defect Reports relating to the Rooms DivisionWork with appropriate departments in setting future rates and special packagesAssist with facilitation of all quality auditing processesMentor and train appropriate employees for upward growthPERSONAL ATTRIBUTES Excellent communication skills in EnglishAbility to communicate in a second languageAbility to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composureStrong working knowledge of budgets, forecasting, profit and loss statementsAbility to train and motivate individuals, creating and maintaining a cohesive teamGood computer knowledge; able to use property management systemSolid interpersonal skills; able to ascertain and effectively address guest/employee needsAbility to ensure security and confidentiality of guest and hotel informationAbility to work with constant interruptions with a high degree of professionalismAbility to prioritize and organize work assignments; delegate workAbility to direct performance of staff and follow up with corrections where neededEXPERIENCE Minimum 5 years or more experience in the Rooms Division of a luxury brand with at least 3 years in a management capacity preferred Qualifications
QUALIFICATIONS Degree from reputable hotel school preferred
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