Asst Director of Rooms (Rissai Valley, a Ritz-Carlton Reserve)
- Sichuan
- Permanent
- Full-time
- High school diploma or GED; 4 years experience in guest services, front desk, housekeeping, or related professional area.
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping, or related professional area.
- Champions the brand's service vision for product and service delivery.
- Monitors and promotes room rates, specials, and promotions at the residence.
- Runs and reviews critical information contained in room operations reports.
- Understands the functions of the Front Office, Engineering/Maintenance and Housekeeping operations.
- Temporarily supervises all areas of the Room Operations department in the absence of the Room Operations management.
- Operates all department equipment as necessary and reporting malfunctions.
- Ensures employees have the proper supplies and uniforms.
- Understands and complies with loss prevention policies and procedures.
- Verifies accuracy of room rates to maximize revenue opportunities.
- Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations.
- Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
- Understands the impact of Room Operations on the overall property financial goals and objectives.
- Participates as needed in the investigation of employee and guest accidents.
- Assists in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences.
- Sets a positive example for guest relations.
- Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
- Assists in the review of comment cards and guest satisfaction results with employees.
- Observes service behaviors of employees and providing feedback to individuals; continuously strives to improve service performance.
- Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
- Empowers employees to provide excellent customer service within guidelines.
- Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
- Responds to and handles guest problems and complaints.
- Uses personal judgment and expertise to enhance the customer experience.
- Interacts with guests to obtain feedback on product quality and service levels.
- Participates in department meetings and continually communicates a clear and consistent message regarding the Room Operations goals to produce desired results.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Uses all available on the job training tools for employees; supervises on-going training initiatives and conducting training when appropriate.
- Communicates performance expectations to employees in accordance with job descriptions for each position.
- Participates in the employee performance appraisal process.
- Coaches, counsels and encourages employees.
- Interviews and assists in making hiring decisions.
- Participates in employee progressive disciplinary procedures as required.
- Schedules employees to business demands and for tracks employee time and attendance.
- Assists in performing the payroll function.
- Oversees daily shift operations and ensures compliance with all policies, standards and procedures.
- Drives positive employee engagement by conducting the department feedback sessions and creating action plans to address open concerns.