Rosewood Hotel Group Startseite

THE IMPACT OF THIS ROLE

Set and develop strategies for the Rooms Division aligned with organizational vision and future aspirations. Take a long-term and big-picture view of the business. Communicate compelling visions and translates that into plans and actions.

Assume complete operational responsibility for designated areas: guest satisfaction; associate satisfaction; product quality; operational efficiency; associate/ labor relations and fire life safety standards, in line with brand standards.

Oversee and direct Heads of Departments, leading and supporting the team in ensuring that guest needs are met to the high standard required by the hotel and expectations are exceeded.

Be responsible for the smooth running of the hotel, on a day-to-day basis.

KEY RESPONSIBILITIES

Financial

·        Demonstrate sound business acumen by keeping up to date with market trends and industry dynamics. Identify business opportunities for the organization. Demonstrate financial awareness by thinking in terms of profits, loss and added value. Deliver tangible business results.

·        Keep abreast of newest trends and innovations in the hospitality industry and maintains an awareness of competitor activity/trends and recommend actions to ensure that the Hotel remains a forerunner in its marketplace.

·        Alert for opportunities to improve the profitability of the Hotel i.e. through controlling wastage and being responsible for the economy of all utilities and resources.

·        Actively promote the services and facilities available to guests within the hotel and Rosewood Hotels & Resorts, maximizing revenue from other outlets (e.g. car transfers, telephones, valet services, spa and Food & Beverage facilities, etc.)

·        With direct report Department Heads prepare annual budgets, with full back up, for designated areas and propose/justify to the Hotel Manager and Director of Finance. 

·        Monitor annual department budgets with Heads of Department throughout the year, reporting reasons for all variances of actual versus budget and recommending and implementing appropriate actions.

·        Accurately forecast revenue and payroll on a weekly basis and to take appropriate action to influence results positively towards exceeding budgets whilst ensuring that appropriate department holiday plans are maintained.

·        Manage and set targets for the Hotel’s Front Office Upselling Programme.

·        Conduct comprehensive monthly departmental meetings to include review of Profit and Loss, core programmes, guest issues, strategic development, future activities, etc.

·        Control and analyse, on an on-going basis, Rooms Division revenues and costs including MOD’s to manage performance targets against budget and forecast.

·        Implement strategies to increase both room yield and revpar, liaising with the Director of Sales & Marketing, Director of Revenue & Director of Food & Beverage when necessary, to ensure overall revenue maximisation.

·        Communicate with the Director of Sales & Marketing on a regular basis: sales leads; need periods; booking patterns; complaints/problems with corporate agreement clients etc.

·        Participate in Sales and PR related activities, as directed: sales trips, entertaining, hotel show rounds, familiarisation tours, meetings etc.

·        Monitor and control the inventories for operating equipment and supplies.

Operations

·        Takes initiative and ownership of making decisions and actions timely and independently. Takes calculated risks and makes considered decisions based on information and intelligence across the organization.

·        To assist in the creation of full operating manuals with respect to responsibilities of each   position and minimum standards to be achieved and to ensure their effective utilization and manage updates.

·        Develop and update policies and manuals and ensuring compliance and consistency across the division.

·        Actively drive and co-ordinate the Operations Management Review (OMR) process and action plan across all Rooms Division areas, fostering continuous improvement.

·        Review, in conjunction with the Director of Front of House, arrivals and departures on a daily basis, ensuring that the necessary room allocations are made, and amenity requirements are communicated to the appropriate departments for action.

·        Drive and lead initiatives for increasing awareness of Rosewood’s brand service standards and other quality standards across the hotel to ensure quality service & products remain at the forefront.

·        Manage the “Guest Survey” programme (with the Director of Food & Beverage/ Quality Analyst) to ensure data collection can be achieved, and drive subsequent action plans to consistently improve performance and increase guest satisfaction levels in Rooms areas.

·        Maintain a lobby & front of house presence as appropriate: greeting VIP and regular guest arrivals (residential and non-residential); ensuring Rosewood’s service standards are consistently achieved; monitoring the physical appearance and cleanliness of the lobby, courtyard and public areas.

·        Oversee to ensure that a concise and accurate guest history system is maintained, and that recorded requirements are complied with for each individual guest.  

·        Check, in conjunction with the Director of Housekeeping and Director of Engineer a minimum of 10 bedrooms or suites per week and all VIP rooms/suites, ensuring that work necessary to maintain the accommodation to the required standard is carried out.

·        Manage the Repeat Guest Recognition Programme (RGRP) and VIP programmes and ensures these are properly co-ordinated to the benefit of the customers concerned.

·        Is a proactive member of the executive / senior management team and exchanges pertinent information between other departments and the division.

·        Assume overall responsibility for maintaining presentation standards to ensure facilities (both back and front of house for related areas) and equipment are clean, in good repair and well maintained.

·        Maintain effective communication within the Hotel and ensure that the Hotel Manager is kept well informed of any problems/queries that have arisen.

Team

·        Through people leadership, provide others with a clear direction and set appropriate standards of behavior. Motivate and empower others by delegating work appropriately. Provide associates with development opportunities and support. Build capable and diverse teams.

·        Foster the development of a positive work environment for all associates. Mentor all levels of associates through formal and informal meetings, discussions and performance feedback.

·        Establish and maintain effective internal communication and meeting structures to ensure optimum teamwork and productivity.

·        Proactively drive high levels of associate engagement by ensuring regular conversations and communication through department meetings, one to ones, performance appraisals and all associate meetings.

·        Foster a culture of recognition by promoting hotel recognition programmes and divisional incentives.

·        To maintain discipline within the Hotel and conduct disciplinary and grievance interviews with all relevant associates and as and when required with the Talent & Culture Department.

·        Operate an efficient and well organized division, ensuring all associates are well trained and highly motivated.

·        Take an active role in ensuring compliance with training requirements in conjunction with Talent & Culture.

·        Actively participate in recruitment and succession planning, ensuring the right people are in the right roles, to meet both current and future needs.

·        Model the company culture, vision, mission and core values at all times, actively driving the vision and values across the hotel.

Other

While this job description is intended to be an accurate reflection of the duties involved in this position, it is not to be regarded as exhaustive. The company reserves the right to add, remove or alter duties when business need dictates.

As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

CRITICAL SKILLS & QUALIFICATIONS

·        Well-developed leadership competencies:

o   Initiative- ability to decide and initiate action.

o   Strategic thinking- ability to formulate strategies and methodically solve problems.

o   Business acumen- entrepreneurial mindset and commercial thinker.

o   People leadership- leads by example, promoting a clear sense of purpose to associates.

·        Well-developed communication and presentation skills (written / verbal).

·        Effective relationship management skills (internal / external)

·        Strong guest centricity skills.

·        Bachelor’s degree or equivalent in Hotel Management, Business degree or equivalent experience.

·        Experience at a senior management level within Rooms Division.

THE IMPACT OF THIS ROLE

Set and develop strategies for the Rooms Division aligned with organizational vision and future aspirations. Take a long-term and big-picture view of the business. Communicate compelling visions and translates that into plans and actions.

Assume complete operational responsibility for designated areas: guest satisfaction; associate satisfaction; product quality; operational efficiency; associate/ labor relations and fire life safety standards, in line with brand standards.

Oversee and direct Heads of Departments, leading and supporting the team in ensuring that guest needs are met to the high standard required by the hotel and expectations are exceeded.

Be responsible for the smooth running of the hotel, on a day-to-day basis.

KEY RESPONSIBILITIES

Financial

·        Demonstrate sound business acumen by keeping up to date with market trends and industry dynamics. Identify business opportunities for the organization. Demonstrate financial awareness by thinking in terms of profits, loss and added value. Deliver tangible business results.

·        Keep abreast of newest trends and innovations in the hospitality industry and maintains an awareness of competitor activity/trends and recommend actions to ensure that the Hotel remains a forerunner in its marketplace.

·        Alert for opportunities to improve the profitability of the Hotel i.e. through controlling wastage and being responsible for the economy of all utilities and resources.

·        Actively promote the services and facilities available to guests within the hotel and Rosewood Hotels & Resorts, maximizing revenue from other outlets (e.g. car transfers, telephones, valet services, spa and Food & Beverage facilities, etc.)

·        With direct report Department Heads prepare annual budgets, with full back up, for designated areas and propose/justify to the Hotel Manager and Director of Finance. 

·        Monitor annual department budgets with Heads of Department throughout the year, reporting reasons for all variances of actual versus budget and recommending and implementing appropriate actions.

·        Accurately forecast revenue and payroll on a weekly basis and to take appropriate action to influence results positively towards exceeding budgets whilst ensuring that appropriate department holiday plans are maintained.

·        Manage and set targets for the Hotel’s Front Office Upselling Programme.

·        Conduct comprehensive monthly departmental meetings to include review of Profit and Loss, core programmes, guest issues, strategic development, future activities, etc.

·        Control and analyse, on an on-going basis, Rooms Division revenues and costs including MOD’s to manage performance targets against budget and forecast.

·        Implement strategies to increase both room yield and revpar, liaising with the Director of Sales & Marketing, Director of Revenue & Director of Food & Beverage when necessary, to ensure overall revenue maximisation.

·        Communicate with the Director of Sales & Marketing on a regular basis: sales leads; need periods; booking patterns; complaints/problems with corporate agreement clients etc.

·        Participate in Sales and PR related activities, as directed: sales trips, entertaining, hotel show rounds, familiarisation tours, meetings etc.

·        Monitor and control the inventories for operating equipment and supplies.

Operations

·        Takes initiative and ownership of making decisions and actions timely and independently. Takes calculated risks and makes considered decisions based on information and intelligence across the organization.

·        To assist in the creation of full operating manuals with respect to responsibilities of each   position and minimum standards to be achieved and to ensure their effective utilization and manage updates.

·        Develop and update policies and manuals and ensuring compliance and consistency across the division.

·        Actively drive and co-ordinate the Operations Management Review (OMR) process and action plan across all Rooms Division areas, fostering continuous improvement.

·        Review, in conjunction with the Director of Front of House, arrivals and departures on a daily basis, ensuring that the necessary room allocations are made, and amenity requirements are communicated to the appropriate departments for action.

·        Drive and lead initiatives for increasing awareness of Rosewood’s brand service standards and other quality standards across the hotel to ensure quality service & products remain at the forefront.

·        Manage the “Guest Survey” programme (with the Director of Food & Beverage/ Quality Analyst) to ensure data collection can be achieved, and drive subsequent action plans to consistently improve performance and increase guest satisfaction levels in Rooms areas.

·        Maintain a lobby & front of house presence as appropriate: greeting VIP and regular guest arrivals (residential and non-residential); ensuring Rosewood’s service standards are consistently achieved; monitoring the physical appearance and cleanliness of the lobby, courtyard and public areas.

·        Oversee to ensure that a concise and accurate guest history system is maintained, and that recorded requirements are complied with for each individual guest.  

·        Check, in conjunction with the Director of Housekeeping and Director of Engineer a minimum of 10 bedrooms or suites per week and all VIP rooms/suites, ensuring that work necessary to maintain the accommodation to the required standard is carried out.

·        Manage the Repeat Guest Recognition Programme (RGRP) and VIP programmes and ensures these are properly co-ordinated to the benefit of the customers concerned.

·        Is a proactive member of the executive / senior management team and exchanges pertinent information between other departments and the division.

·        Assume overall responsibility for maintaining presentation standards to ensure facilities (both back and front of house for related areas) and equipment are clean, in good repair and well maintained.

·        Maintain effective communication within the Hotel and ensure that the Hotel Manager is kept well informed of any problems/queries that have arisen.

Team

·        Through people leadership, provide others with a clear direction and set appropriate standards of behavior. Motivate and empower others by delegating work appropriately. Provide associates with development opportunities and support. Build capable and diverse teams.

·        Foster the development of a positive work environment for all associates. Mentor all levels of associates through formal and informal meetings, discussions and performance feedback.

·        Establish and maintain effective internal communication and meeting structures to ensure optimum teamwork and productivity.

·        Proactively drive high levels of associate engagement by ensuring regular conversations and communication through department meetings, one to ones, performance appraisals and all associate meetings.

·        Foster a culture of recognition by promoting hotel recognition programmes and divisional incentives.

·        To maintain discipline within the Hotel and conduct disciplinary and grievance interviews with all relevant associates and as and when required with the Talent & Culture Department.

·        Operate an efficient and well organized division, ensuring all associates are well trained and highly motivated.

·        Take an active role in ensuring compliance with training requirements in conjunction with Talent & Culture.

·        Actively participate in recruitment and succession planning, ensuring the right people are in the right roles, to meet both current and future needs.

·        Model the company culture, vision, mission and core values at all times, actively driving the vision and values across the hotel.

Other

While this job description is intended to be an accurate reflection of the duties involved in this position, it is not to be regarded as exhaustive. The company reserves the right to add, remove or alter duties when business need dictates.

As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

CRITICAL SKILLS & QUALIFICATIONS

·        Well-developed leadership competencies:

o   Initiative- ability to decide and initiate action.

o   Strategic thinking- ability to formulate strategies and methodically solve problems.

o   Business acumen- entrepreneurial mindset and commercial thinker.

o   People leadership- leads by example, promoting a clear sense of purpose to associates.

·        Well-developed communication and presentation skills (written / verbal).

·        Effective relationship management skills (internal / external)

·        Strong guest centricity skills.

·        Bachelor’s degree or equivalent in Hotel Management, Business degree or equivalent experience.

·        Experience at a senior management level within Rooms Division.