Director of Rooms

hace 7 días

Barcelona, España Accor Hotels A tiempo completo

Company Description


Swissotel Sharm El Sheikh All-Inclusive Collection resort offers an unforgettable vacation for its guests with a sense of luxury service nested with nature, with a wide range of accommodation types, from rooms, and suites featuring contemporary designs, including a unique side for adults.

All this in the peaceful surroundings of beautiful gardens, swimming pools, magnificent landscapes, and a wide variety of à la carte restaurants, and particular spa services. Esteemed guests are welcome to relax and unwind in a quiet and elegant setting in the resort and enjoy a genuine experience of leisure, pleasure, and successful meetings.

Join our motivated and vibrant Team and build your career with us.


Job Description


SCOPE AND OBJECTIVES

The Director of Rooms (DOR) assists Hotel Manager in the management of the Rooms Division Team, including Front Office, Housekeeping, Laundry, and Guest Relations teams. The DOR is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, have a guest-centric approach in service delivery, be a confident communicator, and have a creative mind and a sense of responsibility to uphold the Swissotel Brand. The DOR ensures the delivery of the Swissotel guest service experience throughout the entire guest journey, while maximizing room revenue and productivity as well as developing managers and colleagues.

PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE

  • Possess strong interpersonal skills and ability to communicate in a second language.
  • Manage all guests/team members’ needs with equal drive.
  • Carry an eye for detail and an approachable demeanor for all guests and team members.
  • Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism.
  • Self-driven approach to carry out assigned responsibilities.
  • Ensure security and confidentiality of guest and hotel information in accordance with the company's or country’s data security act.
  • Possess good computer and property management system knowledge.
  • High level of integrity, enthusiasm, and dedication for continuous improvement.
  • Embrace change and be open-minded in a dynamic work environment.
  • Have an understanding of the Middle Eastern clientele and culture.
  • Have an understanding of key stakeholders in the luxury travel space.

KEY ROLES & RESPONSIBILITIES

  • The DOR will be the reporting manager for the Front Office department.
  • Manage Swissotel guest experience by periodically reviewing and ensuring a seamless flow of processes together with the process owners; detect and evaluate possibilities for innovative enhancements.
  • Support all leaders within the division in upholding a flawless impression and perception of Swissotel services, products, and colleagues through hands-on and smart operational leadership and by ensuring solid and steady communication flow at department/section head level for a lively exchange of ideas and concerns.
  • Ensure service standards and individual performance are aligned with Accor and Ennismore values.
  • Champion the Guest Satisfaction measuring tools and platform, including responding to guest surveys, delegating tasks, communicating with the corporate office, and holding regular internal meetings.
  • Ensure accurate monthly forecasting and accrual submission; compose and submit a feasible and executable annual budget with focus on profitability, cost per occupied room, and productivity.
  • Cooperate with the Finance team and ensure compliance with credit policies and procedures.
  • Constantly identify new revenue opportunities and improvements of existing revenue streams and up-sell schemes.
  • Be responsible for maintaining inventory levels, maintenance, and general upkeep of equipment and operating supplies.
  • Ensure intelligent use of funds available by optimizing spending while ensuring availability of funds for needed improvements and new initiatives.
  • Identify and implement new opportunities for inter-hotel sales and in-house facilities.
  • Ensure guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Swissotel Local Standard Operation Procedure (LSOP), as well as Leading Quality Assurance (LQA) and Forbes standards, and aim to achieve the scores and goals set by the hotel.
  • Oversee the handling and follow-up of any security incident and guest complaint and always reinforce hotel values.
  • Work with all fellow divisional leaders to ensure synergies of service and product offerings are constantly improved.
  • Cooperate closely with the Food & Beverage team to ensure a seamless experience in several overlapping areas, such as In-Suite Dining, Minibar, Restaurant patron flow, and traffic.
  • Work closely with sales and revenue management to ensure optimal balance of hotel supply and demand.
  • Communicate closely with the Director of Engineering to initiate and drive new product improvements and projects.
  • Act according to hotel emergency and crisis management procedures.
  • Perform any duties and special projects as requested by management.

Qualifications


  • Native Arabic speaker.
  • 4+ years’ experience in a similar Senior Leadership role at a Luxury 5-star hotel.
  • Full awareness of Sharm El Sheikh market and country laws.
  • Progressive Leadership experiences.
  • Proficiency with PMS and hotel operating systems.
  • Proven record in coordinating multiple departments to make gains toward target.
  • Self-confident, proactive, and able to prioritize and make effective decisions.
  • Ability to build strong relationships, interact, and influence others at all levels of the organization.
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