Complex Director - Rooms

The Dalmar a Tribute Portfolio Hotel & Element Fort Lauderdale Hotel, as part of the Wurzak Hotel Group, located in downtown Fort Lauderdale is looking for a Complex Director of Rooms to join their senior leadership team. This position functions as the strategic business leader of the property's Hotel Operations. Areas of responsibility may include Front Desk Bell Staff, Switchboard Operations, Guest Services, Concierge, Guest Relations and Valet, as applicable. The Complex Director of Rooms works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Hotel Operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department and developing positive owner relations. The Director of Operations develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees as well as provides a return on investment.

The Dalmar & Element Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.
 

MUST have previous Marriott experience, working knowledge of Lightspeed, GXP, MGS

General Requirements
 

Managing Profitability

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Works with hotel management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

 Revenue Goals

• Monitors hotel operations sales performance against budget.
• Reviews reports and financial statements to determine hotel operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy and rates, wages, and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Operations and Department Teams

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership teams.
• Develops systems to enable employees to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.

Guest Experience

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

Human Resources Activities

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Operations (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Conducts annual performance appraisal with direct reports according to SOPs.
• Champions change ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

Education and Experience
 

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in business administration, Hotel and Restaurant Management, or related major; 2 years’ experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

• MUST have previous Marriott experience, working knowledge of Lightspeed, GXP, MGS

• Ability to understand and provide friendly guest service.

• Ability to correctly process check-ins and check-outs, answer questions, and resolve guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.

• Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing, and accounting policies and procedures.

• Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.

• Ability to follow an appropriate course of action based on policies and procedures.

• Attention to details with good organizational and efficient time management sk