Dir Rooms B📣 Job Ad

About the Role

Sheraton Hotels & Resorts is seeking a Director of Rooms to lead the Rooms department in Medina, Al Madinah, Saudi Arabia. This full-time position requires 5-10 years of experience and involves functioning as the strategic business leader responsible for the planning, development, implementation, and evaluation of the property's rooms quality.

Key Responsibilities

• Develop and implement departmental strategies aligned with the brand service strategy and initiatives.
• Ensure Rooms operations meet brand standards, target customer needs, and achieve employee satisfaction.
• Focus on growing revenues and maximizing the financial performance of the department.
• Develop and implement property-wide strategies to deliver products and services that meet or exceed customer and employee expectations, providing a return on investment.
• Communicate departmental goals clearly and consistently to achieve desired results.
• Monitor and promote room rates, specials, and promotions.
• Analyze service issues, identify trends, and review and audit expenses.
• Monitor Rooms operations sales performance against budget and financial statements.
• Coach and support the operations team in managing occupancy, rate, wages, and controllable expenses.
• Demonstrate and communicate key drivers of guest satisfaction.
• Deliver and encourage excellent customer service, reviewing guest feedback and taking corrective action.
• Respond to and handle guest problems and complaints, using judgment to enhance the customer experience.
• Interact with guests regularly to obtain feedback on product quality, service levels, and overall satisfaction.
• Improve customer service by integrating feedback and personal judgment into action plans.
• Ensure employees understand expectations for Rooms duties and facilitate creative solutions to improve guest satisfaction.

Human Resources Management

• Interview and hire employees, ensuring fair and equitable treatment.
• Ensure regular, ongoing communication within the Rooms department (*, pre-shift briefings, staff meetings).
• Foster employee commitment to excellent service and model desired service behaviors.
• Incorporate guest satisfaction into staff/operations meetings, focusing on continuous improvement.
• Set goals and expectations for direct reports using the performance review process and ensure accountability.
• Solicit employee feedback, utilize an open-door policy, and review employee satisfaction results.
• Ensure property policies are administered fairly and consistently, and disciplinary procedures are followed.
• Conduct annual performance appraisals with direct reports according to Standard Operating Procedures.
• Champion change, implement brand and regional business initiatives, and communicate follow-up actions.
• Identify talents of direct reports and their teams, assisting with growth and development plans.

Qualifications and Experience

• A minimum of 5-10 years of relevant experience is required.
• Demonstrated ability to lead a Rooms department strategically.
• Proven experience in managing profitability and revenue goals.
• Strong background in ensuring and providing exceptional customer service.
• Experience in managing and conducting human resources activities within a hospitality setting.

Work Type and Location

This is a full-time position based in Medina, Al Madinah, Saudi Arabia. The role involves working within a dynamic hotel environment, ensuring high standards of service and operational efficiency.

Application Information

The salary for this position will be disclosed during the application process. Interested candidates are encouraged to apply.