Director of Rooms - EC

Montage Laguna Beach; Laguna Beach (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Montage Laguna Beach is seeking a Director of Rooms to lead guest reception, services, concierge, reservations and housekeeping. This role focuses on profitable financial management, exceptional guest service and staff leadership to ensure seamless guest movement and experience.

The ideal candidate has hotel operations knowledge, strong organizational skills, and the ability to stay calm under pressure. This salaried manager role requires adaptability and a commitment to luxury standards.

Qualifications

• College degree preferred.
• 5–10 years leadership experience in a luxury hotel.
• Excellent driving record.
• Exceptional guest recovery skills.
• Enjoy interacting with people in a fast paced environment.

Responsibilities

• Oversee recruitment, training and development for room division associates.
• Ensure HR standards and procedures are followed daily.
• Ensure compliance with employment, labor and civil rights laws.
• Interact with guests; resolve problems to satisfaction.
• Maintain communication with management to meet service needs.
• Monitor lighting, music, temperature and cleanliness; uphold Forbes standards.
• Review revenues and labor against forecasts with GM and dept heads.
• Operate using OPERA, LMS, TIMESAVER, ADP, HRM, BIRCHSTREET and HOTSOS.

Skills

Leadership

Guest service

Customer service

Communication

Problem solving

Team management

MS Office

Telephone etiquette

Stress management

Safety protocols

Education

College degree preferred

Tools

OPERA

LMS

TIMESAVER

ADP

HRM

BirchStreet

HOTSOS

Job description

Live Your Passion. Add Your Magic.

At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application.

We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes.

Director of Rooms

SUMMARY

The Director of Rooms is responsible for management and day-to-day effective operations for guest reception, guest services, concierge, reservations, and housekeeping; including profitable financial management, effective leadership, excellent customer service skills, telephone etiquette, and supervision of department requirements and standards. The Director of Rooms is accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service through the guests stay. The Director of Rooms is also responsible for communicating and developing department managers to ensure all developed standards are met on a consistent basis.

Previous experience and knowledge of hotel operations is required, along with the ability to be a team player. This position will often work outside the scope of normal duties and frequently interacts with guests, requiring the ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction. The Director of Rooms will be required to learn the hotel's life-safety systems and be prepared at all times for emergency situations. This is a salaried manager position, with schedules and number of hours worked dependent on hotel business levels. All positions may perform additional duties as assigned based on business needs that may be outside the scope of normal duties.

The ideal candidate will have proven results handling guest services and will be capable of problem solving quickly. This person must be exceedingly well organized, flexible, and enjoy the challenges of supporting an extensive operation. The ability to interact with Associates and guest alike, in a fast paced environment, sometimes under pressure, remaining flexible, proactive, resourceful and efficient, with a high level of professionalism, is crucial to this role. Expert level of written and verbal communication skills, strong decision making ability and attention to detail are equally important.

ESSENTIAL FUNCTIONS

Job duties include, although are not limited to:

• Assist room division managers with the recruitment, training and development of all associates.
• Able to exercise coaching and counseling within Pendry's set policies.
• Ensure all Human Resource standards and procedures are met on a daily basis.
• Oversee departmental matters as they relate to federal, state and local employment, labor and civil rights laws.
• Interact frequently and positively with guests. Resolve problems/issues to the satisfaction of involved parties.
• Maintain constant communication with management and other departments to ensure guest service needs are met on a daily basis.
• Regularly move throughout the departments to visually monitor all elements (lighting, music, temperature), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness and take steps to ensure hotel quality and presentations are met at all times.
• Maintain/review profitability measures of departments with General Manager, while supporting overall hotel operations.
• Control payroll and equipment costs (minimizing loss).
• Ensure operational pars and back stock levels are maintained by calculating quarterly OSE inventory.
• Develop and implement cost saving and profit enhancing measures throughout the departments.
• Review daily revenues and labor reports and compare to monthly forecast/budgets.
• Review monthly P&L's with the General Manager and Department Managers and assist with monthly forecasting.
• Ability to work in the following systems: OPERA, LMS, TIMESAVER, ADP, HRM, BIRCHSTREET & HOTSOS.

QUALIFICATIONS

• College degree preferred
• 5 to 10 years leadership experience in a luxury hotel
• Excellent driving record
• Exceptional guest recovery skills
• Enjoy interacting with people in a fast paced environment
• Excellent organizational and time management skills
• Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook
• Must possess a positive attitude
• Must be willing to participate in a learning environment
• Must integrate company values throughout all interactions
• Must be able to quickly adapt to effectively using new software products
• Must be dependable and available to work within the hotel on weekends, nights and/or holidays