Cluster Director of Room

Primary Responsibilities

Business Performance

• Prepare and analyze monthly P&L and month-end reports, identify deviation from business plan goals

• Work with the Finance in the preparation and management of the department’s budget and financial forecasts

• Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department

• Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals

Front Office Operation

• Tour hotel daily, audit team members’ adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed

• Conduct line-ups, review all information pertinent to the day’s business

• Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business

• Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues

• Analyze market trends and review clientele to work on upsell opportunity to increase the hotel’s revenue

• Monitor and handle guest complaints in an expedient and effective manner

• Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures

• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory

• Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.

Team Management

• Plan for future staffing needs

• Interview, select and recruit direct reports

• Identify and develop team members with potential. Mentor and train appropriate employees for upward growth

• Conduct performance review with the team

• Constantly monitor team members’ appearance, attitude and degree of professionalism

• Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business

• Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service

• Prepare payroll and gratuity reports

• Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

Other Responsibilities

• Maintain complete knowledge of all food & beverage services, outlets and hotel services/features

• Be well versed in hotel fire & life safety/emergency procedures

• Attend all briefings, meetings and trainings as assigned by management

• Report for duty on time wearing clean and complete uniform at all times

• Maintain a high standard of personal appearance and hygiene at all times

• Perform other reasonable duties assigned by the Management of the Hotel

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in the overall Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.