DIVISION: Rooms department
RESPONSIBLE TO: Hotel General Manager
Rooms Division Manager play a vital role in delivering a great guest experience to all our guests. They have a keen eye for detail, an organised approach and a willingness to exceed our guest expectation. Often operating on the front line, they are the real ambassadors of our company, and are committed to consistently delivering high standards
MAIN OBJECTIVES
Hardworking individuals who can work on their own initiative and are key players in our Reception teams.
Oversee and directs all aspects of Front Office and Housekeeping operations, which shall include, but not be limited to the following: Guest Relations, Reception, Housekeeping, night auditor, reservations and maintenance.
This position will include shifts working Saturday and/ or Sunday. Additional hours may be required to support the hotel during our busier periods including bank holidays.
KEY RESPONSIBILITIES
People
To take pride in everything I do and drive the same standards with my people
To ensure that the team consistently deliver outstanding hospitality
To anticipate and react to the needs of our guests and give my team the autonomy to do the same
To be an ambassador for the Mercure Brand
To take ownership for my personal development and performance
To recruit, lead and develop the overall effectiveness and performance of my team
Monitor performance to ensure all Rooms Division Personal consistently deliver world class service in line with the companies standards.
To communicate goals, objectives and general organisational information throughout the Rooms Division department in accordance with the Business plan.
Focus on empowering Managers and front line employees to use their own initiative to find resolutions and to make decisions. By doing so ensure all enquiries and complaints are politely and swiftly brought to a positive outcome.
Conducts interviews, departmental inductions, recruitment, counselling, coaching, training and performance management to ensure appropriate staffing and productivity. Conforms to guidelines issued in these areas.
Maintains appropriate standards of conduct, dress, hygiene, uniforms appearance and posture of departmental employees.
Product
To consistently deliver Mercure core standards which are relevant to my department
To maintain a safe and clean environment
To take responsibility for understanding our company products and services
To proactively look for ways to improve or enhance the guest experience
To use feedback to improve my own personal performance, the performance of my team and my department, whilst activity encouraging feedback from others
To give my full to support to company initiatives
Process
To complete and deliver training (including statutory) in line with company policy and procedures
Identifies training needs, and develops future Supervisors and Managers. Create training plans and implements training sessions, ensuring that Departmental training records are kept up to date.
To follow all processes assigned to my role ensuring full compliance
To identify any barriers or challenges which may prevent me or my team from delivering on agreed processes
To take responsibility for keeping up to date with any changes in my department and take responsibility for communicating them to my team
Complete risk assessments to ensure department compliancy
To ensure the highest level of attention and service is delivered to the hotel’s VIP Guests. Rooms to be checked prior to arrival and guests greeted.
Organise effective rotas and working schedules to ensure the business needs are met and sufficiently covered at all times.
Assumes overall responsibility for maintaining standards to ensure room furnishings, facilities and equipment are clean, in good repair and well maintained.
Schedules and regularly conducts routine inspections of areas under his/her control including public areas, back of house and guest rooms.
Direct investigations of accidents, thefts, property loss and unlawful activities. Ensure all reports are detailed.
Conducts comprehensive monthly housekeeping, Front Office, accounts and reservation departmental meetings to include a review of procedures and events which warrant special handling and detailed information.
Profit
To have an understanding and be able to control operational costs related to the performance of my department
To look for ways to protect the profit of the organisation without compromising the guest experience
To lead department objectives and ensure all sales opportunities are exploited
To promote the products and services to our guests at every opportunity
Ensure my team can spot and act on every opportunity for sales
To act upon any reasonable instructions from management as pertains to my job responsibilities.
To maximise all opportunities of up-selling in the rooms division department.
Controls and analyses, on an on-going basis, departmental costs to ensure performance against budget, so that Rooms Division profit is maximised.
Prepares and submits statistical, performance and forecast reports as necessary, to facilitate Annual Budget and Strategic Plan preparation and provide management with marketing information.
RESPONSIBLE BUSINESS
Shows involvement and is interested in environmental and or social & ethical issues by participating in responsible business activities
Promotes the Responsible Business programme to guests at all times using “Planet 21” principles
Is actively involved in finding ways of reducing waste and minimizing energy usage
HEALTH AND SAFETY
Adheres to all health, sanitation and food safety rules and regulations, and makes sure that all staff adheres to these
Ensures that all potential and real hazards are reported and reduced immediately
Fully understands the hotel’s fire, emergency, and bomb procedures
Ensures that emergency procedures are practised and enforced to provide for the security and safety of guests and employees
Ensures that employees work in a safe manner that does not harm or injure self or others
Stimulates and encourages a general awareness of health and safety
Anticipates possible and probable hazards and conditions and either corrects them or takes action to prevent them from happening
Ensures that the highest standards of personal hygiene, dress, appropriate uniform, appearance, and conduct is maintained by all employees in the department
MISCELLANEOUS
Attends meetings and training required by the General Manager
Participate in the Hotel’s Manager on Duty programme and perform regular weekday and/or weekend duty shifts as per the Hotel’s operational requirements.
Assists colleagues to perform similar or related jobs when necessary
Ensures guest satisfaction by attending to their requests and inquires courteously and efficiently
Accepts flexible work schedule necessary for uninterrupted service to hotel guests and stakeholders
Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to appropriate person within the hotel
Continuously seeks to endeavour and improve the department’s efficient operation, and knowledge of own job function
Is well updated on, and possesses solid knowledge of the following:
- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (i.e. hospitals,
stations, tourist sights)
- Hotel standards of operation and departmental procedures
- Current licensing relating to own department and to the hotel
Key Measures
Mystery Guest Reports
Trust You comments and response rate
ALL first time recruits and % contribution revenue
ACDC and “sparkles” monthly contribution
Planet 21 status
Staff training
Completed Iaudits
The job description is not exhaustive and some tasks may alter or change.
