Dir Rooms📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a seasoned professional for the full-time position of Director of Rooms in Medina, Al Madinah, Saudi Arabia. This strategic leadership role is responsible for the overall planning, development, implementation, and evaluation of the Rooms department's quality and operations. The Director will ensure departmental strategies align with brand service standards and initiatives, focusing on customer satisfaction, employee engagement, revenue growth, and maximizing financial performance for the property.

Key Responsibilities

The Director of Rooms functions as the strategic business leader for the property's Rooms department, overseeing all operational aspects to ensure brand standards are met and exceeded. Core responsibilities include:

• Developing and implementing departmental strategies in alignment with the brand service strategy and initiatives.
• Monitoring and promoting room rates, specials, and promotions.
• Analyzing service issues and identifying trends to inform operational improvements.
• Managing and conducting human resources activities for the Rooms team, including hiring, performance management, and development.
• Ensuring Rooms operations meet brand standards and target customer needs effectively.
• Developing and implementing property-wide strategies to deliver products and services that meet or exceed guest and employee expectations, providing a return on investment.

Driving Financial Performance

This role involves a strong focus on the financial health of the Rooms department. Key responsibilities include:

• Working with the Rooms team to develop and execute an operational strategy aligned with the brand’s business objectives.
• Reviewing and auditing departmental expenses to ensure fiscal responsibility.
• Monitoring Rooms operations sales performance against budget and reviewing financial statements to assess performance.
• Coaching and supporting the operations team to effectively manage occupancy, rate, wages, and controllable expenses.
• Comparing budgeted wages to actual wages, coaching direct reports on problem areas, and holding the team accountable for results.

Ensuring Guest Satisfaction

A primary focus of the Director of Rooms is to cultivate an environment that consistently delivers outstanding guest experiences. This includes:

• Demonstrating and communicating key drivers of guest satisfaction for the brand’s target customer.
• Delivering excellent customer service throughout the customer experience and encouraging the same from other employees.
• Reviewing guest feedback with the leadership team and ensuring appropriate corrective action is taken.
• Coordinating and communicating event details both verbally and in writing to customers and property operations.
• Responding to and handling guest problems and complaints effectively.
• Interacting regularly with guests to obtain feedback on product quality, service levels, and overall satisfaction.
• Continuously improving customer service by integrating obtained feedback and personal judgment into action plans.
• Ensuring employees understand expectations and parameters for Rooms duties and facilitating creative solutions to improve guest satisfaction.

Leading and Developing the Team

The Director of Rooms is responsible for fostering a high-performing and engaged team. This includes:

• Participating in the interviewing and hiring process for departmental employees.
• Ensuring fair and equitable treatment of all employees and facilitating regular, ongoing communication within the department.
• Fostering employee commitment to providing excellent service and modeling desired service behaviors.
• Setting goals and expectations for direct reports using the performance review process and holding staff accountable for successful performance.
• Soliciting employee feedback, utilizing an "open door policy," and reviewing employee satisfaction results to identify and address concerns.
• Ensuring property policies are administered fairly and consistently, and disciplinary procedures adhere to Standard and Local Operating Procedures (SOPs and LSOPs).
• Conducting annual performance appraisals with direct reports.
• Championing change, ensuring brand and regional business initiatives are implemented, and assisting with the growth and development plans of direct reports and their teams.

Qualifications and Experience

Candidates for the Director of Rooms position should possess:

• A minimum of 5 to 10 years of progressive experience in hotel rooms operations, with a significant portion in a leadership capacity.