Director of Rooms

Job Description

Since 1978 The Inn at Little Washington, located at the foothills of the Blue Ridge mountains, has been one of the most decorated restaurants and hotels in the world. There is no better time to join in out growing team of exceptional people. On-the-job training, advancement potential, flexible schedules, amazing benefits, and competitive pay. Your next career awaits.

Some of our awards include Michelin 3 Stars, Forbes 5 Stars, AAA 5 Diamonds, and Wine Spectator Grand Award. Member of Relais & Chateaux.

We Offer

Why join our team:

• Health, vision and dental insurance (full time employees)
• Paid time off (Full time employees)
• 401(k) retirement plan with match
• On-the-job training
• Employee education allowance
• Advancement potential
• Flexible schedules
• Employee appreciation events
• Complimentary uniforms
• Delicious “family” meals daily prepared by the chefs
• Referral bonuses
• Competitive pay
  
  

www.theinnatlittlewashington.com

Summary

The Director of Rooms is responsible for leading and overseeing all aspects of the day-to-day operations for Housekeeping, Front Office, Valet Parking, Tavern Shops and the Floral department. This role ensure that The Inn service standards, Forbes 5 Star and Relais & Chateaux Standards are met in areas of responsibility. This position reports directly to the General Manager.

This is a bonus eligible role.

Essential Functions

• Supervise hotel Rooms Departments to ensure an optimal level of service and hospitality are provided to hotel guests
• Serve as representative for CIP guests, ensure accurate, thorough and timely communication with all departments prior to, during and after guest’s stay.
• Assist the General Manager in preparation of forecasts, reports and assist in the development, implementation and monitoring to maximize the achievement of monthly and annual budget.
• Develop Departmental SOP’s to ensure consistent quality of service throughout operation.
• Monitor and track Forbes Standards self-audits to ensure a high quality of service and in preparation with the Forbes audit. Create specific, measurable, achievable, realistic, and timely action plans to prevent and/or remedy guest service deficiencies.
• Provide daily management of Rooms Inventory in collaboration with Director of Revenue Management.
• Interact with the Revenue Management team to discuss and analyze sales strategies to continually improve occupancy levels and revenues. Support Reservations where necessary to implement strategies.
• Spearhead Weekly Property Walk Through of facility to ensure quality and preventative maintenance program is in place.
• Develop and monitor training procedures and financial structure (inventories, par levels, checklists) for all areas.
• Maintain complete knowledge of Daily house counts, arrivals/departures, CIPs, and Scheduled special events.
• Ensure that all revenues and costs in areas of responsibility are within budgeted parameters. Ensure areas of responsibility meet budgeted payroll and other expenses. Must have a strong knowledge of and understanding of monthly Profit & Loss Statement.
• Attend and represent the Rooms team in all briefings and leadership meetings while on property.
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to department standards; rectify any deficiencies with respective personnel.
• Be familiar with all the Inn service/features and local attractions and activities to respond accurately to any guest inquiry.
• Oversee the development of annual Operations budget and determine proper budget allocation. Prepare annual Capital program and adherence to all policies relating to expenditure.
• Stay current on industry trends and competition.
• Take necessary steps to ensure achievement of all financial goals.
• Ensure that qualified staff are selected, hired and trained in all areas of responsibility. Monitor and track that New Hire training plans for his area are updated and consistently enforced. Ensure staff are kept well informed of department objectives and policies.
• Ensure grooming standards and proper image is being maintained by all staff members.
• Support and participate in all Inn programs and initiatives for the staff.
• Monitor and provide guidance to departments leaders regarding proper scheduling and planning their operation appropriately based on forecast and business levels.
• Display fair treatment with respect to disciplinary action and provide supportive documentation.
• Establish and maintain close working relationships with all departments of the Inn to ensure maximum cooperation, productivity, morale and guest service.
• Develop relationships with clients, return guests, group contacts, etc., to provide maximum, personalized guest service.
• Review monthly departmental expenses to ensure staying within forecast while ensuring adequate supplies and staff are on hand to provide top quality customer service. Maintain effective control of operating expenses and labor costs by managing and reviewing Payroll, Scheduling and PTO requests for Rooms Department.
• Display a high degree of professionalism and integrity as befitting a member of management and the Executive Committee.
• Respond properly and take a leadership role in any Inn emergency or safety situation as well as ensure the proper control and instruction of said emergency procedures to the staff.
• Perform other tasks as may be assigned by the General Manager.
• Champion operational related programs including Resort Suit, HotSos, Nextel usage, Tock and any other system.
• Resolve customer complaints and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
  
  

Qualifications

Required

• Strong engagement skills with both guests and team members.
• Excellent spoken and written English
• A minimum of 3-5 5 years of experience managing rooms operations in a luxury / fine dining setting.
• Computer proficiency. Preferably in Excel, Microsoft Word, PowerPoint, etc.
• Knowledge or prior experience in overall hotel operations, including Food & Beverage.
  
  

Desirable

• Ability to communicate in a language other than English, preferable Spanish, or French
• Bachelor’s degree, preferably in Hotel Management or Business Management.
  
  

Skills

Required

• Must possess excellent analytical, communication, organizational, and time management skills.
• Must have strong interpersonal and communications skills, both verbal and written, and the ability to work well with co-workers and the public.
• Ability to present clear, concise and meaningful information to owner, guests, executives, Managers and Team Members.
• Ability to coach and mentor managers and line staff.
• Ability to analyze, interpret and understand financial data.
• Ability to solve practical and complex problems.
• Ability to use systems and equipment including personal computer, property management system, and other software/machinery as required.
• Ability to understand guest problems and find solutions.
• Ability to use good judgment and maintain discretion and diplomacy while performing job duties.
• Ability to promote positive relations with guests and staff.
• Ability to remain calm, courteous and helpful.
• Ability to prioritize, organize and follow-up.
• Ability to maintain confidentiality of all guests and resort information.
• Ability to interact positively with intoxicated and/or challenging guests.
  
  

TRAVEL REQUIRMENTS

• Periodic need to use personal vehicle to attend off-site meetings, visit suppliers/vendors, or research local resorts and restaurants.
  
  

PHYSICAL DEMANDS

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.
• Required to walk and stand for long periods of time.
• Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.
  
  

**The Inn at Little Washington is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws**