Director of Rooms - DoubleTree by Hilton Battle Creek

Position Summary:

The Director of Rooms is a key leadership role responsible for overseeing and optimizing the guest experience within the rooms division of the hotel. This includes managing all aspects of reservations, housekeeping, valet, security, maintenance, and front office operations to ensure seamless and exceptional service delivery. The incumbent will play a vital role in driving revenue, maximizing occupancy, and maintaining high standards of guest satisfaction according to 6PM Hospitality Partners, LLC and Hilton standards.

Responsibilities:

Strategic Planning and Management:

• Develop and implement strategic plans, goals, and initiatives for the rooms division in alignment with the hotel's overall objectives.
• Analyze market trends, competitor strategies, and guest feedback to identify opportunities for improvement and innovation.
• Establish performance metrics and KPIs to measure the effectiveness of rooms division operations and guest satisfaction levels.

Guest Services and Experience

• Ensure the highest level of guest satisfaction by maintaining impeccable standards of service and hospitality.
• Oversee the front office, reservations, and valet teams to ensure efficient check-in/check-out processes, accurate reservation management, and personalized guest experiences.

Revenue Management:

• Assist with developing pricing strategies and revenue management tactics to maximize room revenue and occupancy rates.
• Monitor and analyze room availability, booking trends, and market demand to optimize room inventory and pricing strategies.
• Collaborate with the Revenue Manager and General Manager to develop promotional offers, packages, and campaigns to drive room bookings and revenue.

Housekeeping Operations:

• Direct and oversee housekeeping management staff to maintain cleanliness, hygiene, and aesthetic standards in guest rooms, public areas, and back-of-house areas in accordance with local health department, Hilton, and 6PM Hospitality Partners, LLC standards.
• Ensure efficient allocation of resources, including staffing, equipment, and cleaning supplies, to meet operational needs and budgetary targets.
• Implement sustainable practices and initiatives to minimize environmental impact and promote eco-friendly housekeeping practices.

Training and Development:

• Provide leadership, guidance, and support to the rooms division team, including training, coaching, and performance feedback.
• Conduct regular staff meetings, training sessions, and performance reviews to foster a culture of continuous improvement and professional development.
• Identify training needs and opportunities for skills enhancement to ensure staff competency and proficiency in delivering exceptional guest experiences.
• Confer with department heads about personnel related matters including compensation, job changes, performance evaluation, etc.

• Lead a team of property managers and foster opportunities to learn, grow, and develop their skills. Identify talent and provide the necessary training as positions open.
• Celebrate employees’ achievements

Quality Assurance and Compliance:

• Uphold brand standards, quality assurance guidelines, and regulatory requirements related to guest accommodations, cleanliness, safety, and security.
• Conduct regular inspections and audits of guest rooms, public areas, and operational areas to ensure adherence to standards and protocols.
• Take proactive measures to address any guest complaints, service deficiencies, or operational issues in a timely and effective manner.
• Attend brand required conferences, workshops, and meetings to keep abreast of current information and developments in the field
• Consistently assure the property is operated in accordance with all applicable local, state, and federal laws

Administrative

• Establish and monitor compliance with purchasing policies and procedures; review and approve purchasing procedures and requirements
• Provide reports and other support material for executive use
• Responsible for Daily Report and invoice entry in M3 Accounting Core

Other Duties:

• Report to work in professionally appropriate attire, presented neat and clean

• Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued
• Implement general policies established by the Company Officers; direct their administration and execution.
• Oversee the care and maintenance of all the property’s physical assets and facilities
• Participate in selected community activities to enhance the prestige of the property
• Serve as a liaison between management staff and Company Officers
• Handle emergencies such as fires, accidents, and breaches of security promptly and in person
• Emphasize property-wide safety and security through training, inspection, and preventative enforcement following brand standards required training
• Rotate Manager on Duty shifts over the weekends for the hotel
• Ensure the Operations Departments shifts are always covered, including weekends, holidays, call-ins, vacations, etc. making it fair for all Team Members and ensuring all job duties are covered
• Audit and approve bi-weekly payroll
• Perform property walk-arounds each day as needed, and address all issues encountered
• Follow all 6PM Hospitality Partners, LLC’s Processes
• Exhibit regular and recurrent attendance records
• Undertake special projects requested by the General Manager and/or Company Officers

• Maintain an active presence throughout the property and lead daily huddles.

Position Requirements

• Formal Education and Job-Related Experience: This position requires a minimum formal education of a bachelor’s degree or equivalent related experience, as well as 8 years of hotel management experience.
• Requires ability to interpret / extract information and / or perform arithmetic functions.
• Requires typing, record keeping, and/or word processing.
• Good communication skills

License, Registration, and/or Certification Required:

• Excellent driving record,
• Valid driver’s license
• CPR
• TIPS or TAMS

Systems & Programs:

• Hilton PEP
• Hilton R&I
• M3 Accounting Core
• Paycor
• Quore

Work Schedule: Work regularly requires day shift but varies between evening, night, holiday, and weekend assignments. Schedule varies according to business demands and needs.

Benefits:

• Paid time off for all full-time and part-time team members
• 8 hours of paid volunteer paid for all team members
• Holiday pay
• Paycor On-Demand Pay
• Travel discounts for employees, friends, & family
• Restaurant discounts
• Referral Program
• Health, vision, and dental insurance available for all full-time team members
• Employee recognition perks and benefits
• Advancement opportunities
• Paid maternity/paternity leave or adoption leave for qualifying FMLA