We have begun a search for a Director of Rooms. The Director of Rooms has overall responsibility for the daily operations of multiple Rooms Division departments within the hotel.  This is a developmental position for individuals to gain experience and develop demonstrated competency in all facets of hotel management including Sales and Marketing, Finance, People Services and ownership relations. The Director of Rooms is responsible for directing, implementing and maintaining a service and management philosophy which serves as a standard to respective department heads and staff and insures department’s goals and hotel budgets are being met.  Incumbent must utilize available resources to provide excellent guest satisfaction.  The Director of Rooms will meet or exceed productivity standards, taking corrective action as needed to ensure standards are maintained.  The Director of Rooms works synergistically with the General Manager to uphold Galleria Park Hotel product and brand standards, including policy and procedure outlines in the company’s Team Member Handbook.

Galleria Park Hotel is the perfect home base for foodies, techies, world travelers, and corporate warriors. Situated at the edge of FiDi, guests can stroll to great eateries, shops, and attractions or take advantage of the world-class public transportation and get to know the City by the Bay. We’re just one block from a BART Station and there’s never a shortage of trolleys, taxis or rideshares around downtown. Intially as the Occidental hotel and the home of the original Martini, the Galleria Park is a gem in the city and positioned in the top #20 hotels in San Francisco on TripAdvisor. 

Compensations $105K-$115K, this role is part of the Hotel Executive Committee and is eligible for the company incentive plan. 

Essential Job Functions:

Directing Team Members

• Hire, train, supervise, coach and counsel team members.  Enforce hotel-wide understanding of follow-through, consistency and accountability as benchmarks of Galleria Park Hotel management style.
• Review and approve staff schedules taking into consideration expected guest arrivals and departures, occupancy levels, area demands, holiday activities, guest service needs and budgetary guidelines. 
• Prepare and perform Performance Management evaluations and guide direct reports in the development of their staff appraisals. 
• Constantly maintain effective training programs ensuring personnel are highly productive.
• Ensure that team members have proper appearance and are following all hotel procedures.
• Ensure all employees have the tools necessary to fulfill job expectations and guest needs. 
• Responsible for managing training of all appropriate staff on properly using hotel equipment.
• Develop and supervise programs that promote a positive work environment for all employees while ensuring that all employment related processes and documentation comply with local, state and federal law regulations.
• In the absence of General Manager, will be responsible for the overall operation of the hotel and empowered to make all necessary decisions and actions.
• Understand the Galleria Park Hotel core values, philosophies and be able to train and model these philosophies for the team.

Guest Services

• Handle guest issues, complaints and requests proactively and resolves in a manner highly satisfactory to both the guest and the hotel.   Deals with guest complaints expeditiously, embodying the attitude of ownership and CTH management.
• Solutions-oriented management.
• Evaluate and monitor hotel service and product quality and to ensure that systems are implemented that provide for quality at the highest levels.
• Ensure that all guests experience a “sense of arrival” and are properly “fare welled.” Implement customer service standards and support and own training aligned with established CTH benchmarks (Revinate)
• Know which guests are arriving, staying and departing.  Ensure that Reservations and Front Office are properly organized and prepared for the business day.
• Own the Dreammaker program for the hotel.
• Support and comply with the principles of the VIP Upgrade program.  Responsible for hotel compliance to all brand standards..
• Accountable for guest Recognition Programs (Amenities, VIP Program, Dream-maker, etc

Financial Management

• Analyze profit and loss statements and cost projection variances.
• Constantly monitor expenses in labor, materials and third party agreements to align with budgetary goals and be in direct correlation with occupancy.
• Assist all departments with their financial performance.  Work with department managers and mentor them to successfully complete their monthly P&L goals.
• Assist in the preparation of the annual budget by providing labor, operations and expense costs.
• Properly document Payroll transactions as directed for processing
• Audit accounting and credit procedures to assure adherence to policy.

Revenue Management

• Assist hotel team to effectively fill the property with focus of best possible revpar, ensuring that staffing levels are optimized. 

• Review semi-annually all Rooms Division (and Food and Beverage) incentive programs and structures and to establish performance criteria and standards for attainment.
• Identify revenue-enhancement, yield management and revenue centers throughout the hotel. .  Meet or exceed established goals as it relates to the hotel budget and star report.  Design and implement the necessary training to meet the outlined goals.
• Participate in development and approval of yield management strategies.

Facility Management

• Conduct a weekly walkthrough of all public spaces and a reasonable representation of guest rooms with Executive Housekeeper/Manager and Maintenance Representative maintaining proper documentation of action items and completion dates.  In addition, daily walkthrough to insure proper appearance and safety standards in all public areas.
• Ultimately responsible for maintaining the physical assets by being accountable for the Preventive Maintenance Program with the Executive Housekeeper.
• Physically inspect all accommodations scheduled for VIP arrivals.  Guide and mentor managers to control procurement of materials as determined by Annual Budget and as modified by actual business levels.

Sales and Marketing

• Attend all sales staff meetings and participate in sales activities including:
• Direct responsibility for a limited (2-3) number of existing accounts.
• Participate with sales team in key sales programs such as sales blitzes, Convention Bureau projects, etc.
• Effectively self manage sales training with the property Director of Sales.

Safety and Security

• Must be fully knowledgeable of and be able to lead any hotel Security or Safety effort up to and including complete evacuation of hotel (fire, earthquake, city-wide emergency).
• Lead in the investigation and resolution of any reported suspicious and/or hazardous conditions.   Represent hotel and assist with needs of any government officials or officers.
• Foster an environment of clean and safe working conditions.
• Practice safe work habits at all times to minimize potential injury to self or others.
• Attend and where appropriate, lead Property Safety Committee.

Secondary Job Functions:

Perform other tasks associated as necessary in order to achieve the financial performance and goals of the organization.

Promotes organization in industry, manufacturing or trade associations.

Maintains dignity, decorum and respect for property and co-workers both on and off property with guests, clients and co-workers.

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities.  To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently with or without reasonable accommodation.

            Essential:

• Demonstrated ability to manage operations to ensure Galleria Park Hotel unique level of personal customer service. Also detail oriented, organized, efficient and safety minded.  Must be committed to high quality standards for production and service, a great team player, customer-service focused and have the ability to effectively manage staff to maintain a high level of morale and productivity.
• Bachelor’s degree in Business Management, Hotel Management or other four year or professional degree or equivalent hospitality experience. 
• Proven experience in directing and motivating a team.  Must have a minimum of three years varied management experience in the hotel/resort industry.
• Read, write, and verbally communicate effectively and professionally with guests, vendors and across the organization.  Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.
• Strong skills with yield management, cost controls and the ability to analyze a Profit and Loss Statement.  Must have strong working knowledge of Accounting systems, Property Management Systems and other business applications. 
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardizations and resources exist.  Must be able to communicate problem resolution in a positive and diplomatic manner to both guests and employees.
• Previous proven experience with People Services including recruitment, coaching and counseling, performance management, separations, worker’s compensation issues and separation of employment.
• Presents oneself with impeccable grooming and appearance standards.  Dress compliments individual style in a professional manner.
• Must have a valid Driver’s License.

            Desirable:

• Ability to communicate in a second language, particularly Spanish and/or Tagalog.
• Previous exposure to Catering and/or Rooms Sales.
• Prior customer service experience at upper-upscale or luxury hotels.

Essential Physical Abilities:

• Endure various physical movements throughout the work areas.
• Ability to grasp, bend, stoop, push or pull heavy loads, and lift and/or carry or otherwise move packages, boxes, and luggage weighing up to 75 lbs.
• Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and good verbal skills.