Job Description:

The Grand Summit Hotel is actively searching for a passionate, organized, and customer-focused Rooms Director to lead our Front Desk and Housekeeping teams.

The right candidate will be a hands-on leader, often working full shifts interacting with guests directly at the front desk. The ideal candidate must be willing and able to participate in daily duties to better the overall success of the team and ultimate satisfaction of the customer. Weekend availability for high volume days is required and expected.

Job Summary:

• Directly manage all front desk agents, night auditors, guest room, public space, and laundry attendants including; recruitment, interviewing, hiring, training, scheduling, evaluating, coaching, disciplining, and motivating of staff. Consistently practice, lead, and train associates on all procedures and service standards.
• Have an expert working knowledge of hotel property management system (Room Master). Troubleshoot PMS integrations, load rates and packages, ensure all guest service agents are well versed in navigating the system, and verify transactions are posted correctly. Review PMS repots daily.
• Perform daily front desk agent duties including; communicate room availability, book and review guest reservations, operating multi-line phone system, check in/out, issuance of guest keys, and verifying payment.
• Lead staff by professionally handling escalated guest complaints, problem-solving, and follow up with all guest complaints, maintenance or housekeeping requests, and safety concerns.
• Have a thorough knowledge of local amenities, hotel services, shopping, dining, entertainment, and travel directions. Have full knowledge of all parking options, guest charges, and fees. Working knowledge of all rates, packages, and booking restrictions.
• Work closely with Director of Sales to coordinate group and bridal room blocks.
• Supervise all cash and accounting practices performed at the front desk.
• Maximize Yield Management. Oversee and manage forecast, schedule, and reservation transaction reports daily. Manage and maintain all third-party reservation sites and rates offered.
• Work closely with Sales department to develop creative packages and promotions to maximize sales and overall guest experience. Create personalized amenity options, working with F&B and Marketing team. Work with Corporate Media Manager to ensure promotions are effectively promoted digitally.
• Oversee the housekeeping department and oversee the work of the housekeeping manager and assistant.

Experience and Skills:

Required Experience:

• Recent 3+ years Hotel Front Office Management experience required
• Strong background in Rooms Division, with natural customer service skills
• Strong experience in Property Management software (Room Master a plus)
• 1 Year housekeeping experience
• Excellent verbal and written communication skills.
• Strong knowledge of revenue management and online booking agents
• Cost Management skills, with the ability to meet or exceed strict budgetary expectations.
• Hotel forecasting experience
• Comfortable with managing and leading a team with motivation, accountability, and regular follow-up
• Ability to establish a strong service culture and maintain high customer service standards
• Ability to multitask, adapt to change, think quickly, and prioritize effectively in a fast paced and demanding environment while maintaining calmness, composure, and hospitality