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Overview:

Responsible for property operation including but not limited to all guest related areas and service delivery. Maintain RHR minimum operating standards and maximize profitability as required through Leading Quality Assurance measures. Provide operational support and direction. Ensure consistent feedback provided to guests and associates, when necessary, which corresponds to overall mission and vision of Hotel and Rosewood Hotels Group.

Reporting and accountability for: Front Office, Housekeeping, Spa & Guest Relations Operations

Responsibilities:

General:

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards as well as up to date Rosewood information and property facts.
• Touch all departments throughout various shifts and ensure proper coverage.
• Maintain safe working conditions and practices.
• Ensure guest experience and sequence of service is fluid throughout all areas, ensuring the guest experience follows LQA and Forbes standards and requirements.
• Continue Guest Experience Program and ensure all hotel and departments comply and maintain expectations.
• Establish and implement quarterly objectives for departments and managers.
• Select, interview, hire and train associates, management staff and direct reports according to Rosewood standards.
• Ensure all Training plans are adhered to throughout operation and maintain thorough records of evaluations.
• Champion all Rosewood programs, ensuring departmental participation throughout the Hotel. Provide guidance to departments regarding implementation and maintenance of these program. Obtain relevant support from local providers where applicable.
• Act as Manager on Duty. Consistently inspect what is expected.
• Initiate and participate in quality control activities.
• Participate in competitive set quarterly studies and maintain accurate records of such.
• Review all Group Resumes and activities throughout the property both current and immediate future to ensure property is prepared.
• Ensure room statuses are up to date, addressed and returned promptly.
• Manage Preventative Maintenance Program, ensuring complete room inspection prior to returning to service.
• Maintain continuous tracking of Know Cross entries and reports, ensuring deficiency resolution. Glitch resolution and management to ensure service recovery is handled promptly.
• Manage and lead the Glowing platform.
• Interact in courteous and professional manner with all guests, associates and community members.
• Apply principles of logical thinking to a wide range of intellectual and practical problems to perform and direct many varied and complex tasks.
• Attend department, divisional and general meetings including but not limited to Daily Rosewood Review, Daily Departmental briefings, Planning Committee Weekly meeting. Conduct Rooms Division meetings with documented items of accountability for all.
• Work with Food and Beverage Team to ensure Outlets and Events are executed to Rosewood standards. Manage the amenities and VIP arrivals experience with the Guest Relations and Housekeeping Departments.
• Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, associates, co-workers, and guests in completing assignments, resolving associate and guest complaints.
• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form.
• Manage a mirage of responsibilities without loss of efficiency or composure from the Director of Rooms & Managing Director.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale. Consistently attend to concerns brought up through our Associate Engagement meetings.
• Administer performance reviews. Ensure all Department Heads within the Division remain up to date on all associate reviews.
• Maintain clean and safe work area. Inspect grooming and attire throughout property, ensuring adherence to RHR guidelines.
• Adhere to property safety standards and ensure employees follow and understand the Emergency Procedures set forth. Inspect and follow through on employee accidents, ensuring that all incidents are quickly communicated to Talent and Culture.

Excellence:

• Establish details of service with a unique sense of place.
• Strive to improve Best Practices throughout the Division.
• Design and develop division policies and operating budget including, but not limited to staffing, forecasts and payroll costs.
• Prepare, implement and maintain division standards and control objectives.
• Ensure standards are maintained at a 5 STAR level daily and with a mindset of intuitive thinking and creating stories which reflect sense of place and local knowledge for our guests.

Financial:

• Adhere to labor standards throughout operation. Verify weekly labor in comparison to budget and forecast.
• Maintain checkbook accounting system.
• Achieve maximum revenue each month by maintaining the highest possible average rate and occupancy.
• Anticipate high / low occupancy periods and coordinate activities to maximize labor costs, efficiencies, maintenance / cleaning schedules, etc.
• Participate in establishment of a marketing and public relations plan.
• Monitor productivity guidelines for all departments, while maximizing profit.
• Prepare and maintain operating budget and monthly / weekly forecasts.
• Maintain competitive analysis on quarterly basis.
• Ensure quarterly inventories.

Leadership:

• Serve as an active participant of the member of the Leadership Team, ensure all operations are handled especially in absence of the Director of Rooms.
• Work closely with all Executive Committee members in supporting and achieving the hotel’s goals and objectives.
• Support and uphold hotel and Company philosophy concerning hiring, employee relations, supervision, and disciplinary action.
• Implement and maintain spirit of property mission.
• Act as property and local Ambassador, ensuring RHR image and communication of corporate philosophy and culture.
• Work closely with Director of Rooms in staff development, direction and succession planning.
• Interface with RHR corporate team members to ensure proper execution of departmental goals.

The list of responsibilities is illustrative only and is not a comprehensive listing of all functions and tasks performed by this position. The company reserves the right to add, remove or alter duties when business need dictates.

Qualifications:

Experience:

• Minimum five years’ experience in a similar or relevant capacity in luxury or ultra-luxury property. Previous experience as a Manager/Director of Housekeeping & Front Office is required.

Education: 

• College degree or equivalent work experience preferred.

• Open availability to include days, nights, overnights, weekends.

Technical Skills: 

• Thorough knowledge of luxury service and guest expectations. Extensive knowledge and experience of expense / labor / occupancy forecasting and budgeting. Ability to plan, implement and design operating standards and procedures. Effectuate quality and quantity control standards. Clear understanding of financial statements and able to react with minimal guidance. Establish quarterly and annual objectives for a variety of management team members. Be resourceful, creative and maintain flexibility. Knowledge of technical / behavioral requirements to train, motivate, evaluate, mentor and direct employees and managers to meet desired ends. Extensive knowledge of OPERA, MICROS and Book4time. Access, input, analyze and retrieve information from computers. Maintain excellent relations with staff. Always maintain confidentiality. Accept responsibility for actions of others. Manage by example. Exceptional verbal communication skills to ensure ability to negotiate and persuade guests and staff to achieve results beneficial to operation of property. Ability to converse calmly with irate guests, superiors and subordinates in sometimes intense emotional situations. Focus and maintain attention to timely performance of tasks despite frequent interruptions. Ability to memorize, recollect and quickly retrieve dates, names, times and other data pertinent for the operation. Analyze and interpret established policies. An active leader and participant in all departmental and hotel-wide meetings. Plan and organize the work of others.

Language: 

• Verbal and written fluency in English.

Physical Requirements: 

• Must be able to exert physical effort in transporting 35 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.