Director of Rooms Operations

Director of Rooms 

Introduction

Philadelphia’s Rittenhouse Hotel, with its rich history and charm is one of Philadelphia’s best loved luxury hotels.  We are seeking a dynamic, detail-oriented leader to join our esteemed hospitality team as the Director of Rooms. In this pivotal role, you will oversee the daily operations of our rooms division, ensuring an exceptional guest experience while driving operational efficiency and excellence. Your expertise will shape the future of our guest services, housekeeping, front office, and reservations departments, as you lead with innovation and an unwavering commitment to excellence. Join us in delivering world-class hospitality and creating memorable stays for our guests.

Job Responsibilities

• Oversee the entire operations of the rooms division, including front desk, housekeeping, concierge, and guest services.
• Develop and implement strategies to enhance guest satisfaction and optimize room revenue.
• Ensure all rooms division staff are trained to deliver exceptional customer service and adhere to company standards and procedures.
• Monitor and maintain the property's accommodation quality and cleanliness to the highest possible standards.
• Prepare and manage the rooms division budget, including forecasting and allocating funds for staffing, supplies, and renovations.
• Collaborate with the sales and marketing teams to drive occupancy rates and participate in promotional activities.
• Implement and maintain a seamless check-in and check-out process, ensuring it is efficient and guest-friendly.
• Address and resolve guest complaints and issues promptly and professionally.
• Conduct regular inspections of guest rooms and public areas to ensure maintenance and safety standards are met.
• Analyze guest feedback and room occupancy data to identify trends and areas for improvement.
• Coordinate with the maintenance department to ensure all rooms and facilities are in perfect operational condition.
• Develop and enforce policies and procedures that protect the health and safety of guests and staff.
• Lead, motivate, and evaluate the performance of the rooms division team, providing coaching and development opportunities.
• Liaise with other department heads to ensure a cohesive approach

Job Requirements

• Bachelor's degree in Hospitality Management, Business Administration, preferred
• Minimum of 5 years of experience in  managerial role in a luxury hotel rooms division
• Proven track record of successfully managing a team and hotel operations
• Strong understanding of all aspects of hotel room management, including housekeeping, front desk, reservations, and guest services
• Proficiency in hotel management software and reservation systems
• Excellent leadership, organizational, and multitasking skills
• Exceptional communication and interpersonal skills to interact with staff, guests, and external partners
• Ability to analyze financial reports, room statistics, and forecasting data
• Knowledge of budgeting, financial planning, and cost control in relation to room division operations
• Commitment to providing excellent customer service and maintaining high guest satisfaction scores
• Familiarity with health and safety regulations within the hospitality industry
• Availability to work flexible hours, including weekends, evenings, and holidays when necessary
• Capacity to develop and implement strategies to maximize room occupancy and revenue
• Experience in training and developing staff, as well as performance evaluation
• Strong problem-solving skills and ability to handle challenging situations diplomatically
• Ability to work under pressure and handle potential customer complaints effectively
• Legal right to work in the location where the hotel is based
  

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Exquisite Location of this Downtown Philadelphia Hotel

The Rittenhouse Hotel is the most prestigious Philadelphia Pennsylvania hotel address. Consistently recognized not only as the premier choice of five-diamond Philadelphia luxury hotels, The Rittenhouse is also ranked among the world´s finest places to stay. Featuring all of the unique historic charm and residential ambience of Rittenhouse Square, our Philadelphia luxury hotel is convenient walking distance from major museums, cultural attractions, world-class shopping, and the business district. Experience the luxury of five-diamond service and accommodations at the premier choice of Philadelphia Pennsylvania hotels.

This property is a part of the Echelon Luxury & Lifestyle division of HHM Hotels. 

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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