Director of Rooms
Company: Fairfield Inn Scranton
Location: Dickson City
Posted on: January 28, 2023
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Job Description:
Highgate Hotels
Highgate is a leading real estate investment and hospitality
management company widely recognized as an innovator in the
industry. Highgate is the dominant player in major U.S. gateway
cities including New York, Boston, Miami, San Francisco and
Honolulu, with a growing Caribbean and Latin America footprint. The
hospitality forward company provides expert guidance through all
stages of the property cycle, from planning and development through
recapitalization or disposition. Highgate has a proven record of
developing its diverse portfolio of bespoke lifestyle hotel brands,
legacy brands, and independent hotels and resorts with contemporary
programming and digital acumen. The company utilizes
industry-leading revenue management tools that efficiently identify
and predict evolving market dynamics to drive outperformance and
maximize asset value. With an executive team consisting of some of
the most experienced hotel management leaders, the company is a
trusted partner for top ownership groups and major hotel brands.
Highgate maintains corporate offices in New York, Chicago, Dallas,
London, Miami, and Seattle. www.highgate.com .
Location
Fairfield Inn Scranton
949 Viewmont Drive
Dickson City , PA 18519
Overview
The Director of Rooms is responsible for ensuring the operation of
Guest Services, Concierge and Uniformed Services, Housekeeping,
Laundry, Security, Communications and Reservations in an attentive,
friendly, efficient and courteous manner, providing all guests with
quality service.
Responsibilities
- Employees must, at all times, be attentive, friendly, helpful,
and courteous to all guests, managers, and fellow employees.
- Respond to all guest requests, problems, complaints and/or
accidents arising in person or through reservations, comment cards,
letters and/or phone calls, in an attentive, courteous and
efficient manner. Follow up to ensure guest satisfaction.
- Motivate, coach, counsel and discipline all Rooms Division
personnel according to hotel standards.
- Prepare and conduct all front-of-house Rooms Division interviews
and follow hiring procedures according to SOP's. Actively support
Human Resources with recruiting efforts. Ensure that all managers
are in compliance with the standards in their interviewing and
hiring procedures.
- Develop employee morale and ensure training of Rooms Division
personnel.
- Maintain a professional working relationship and promote open
lines of communication with managers, employees and other
departments.
- Ensure implementation of all Highgate Hotel policies and house
rules. Understand hospitality terms.
- Ensure sign off of all Service Standards by Position competencies
for Rooms division managers. Monitor completion of the Service
Standards by Position Training Checklists for hourly staff.
- Monitor oversold dates to ensure the maximization of rooms
revenue.
- Tour rooms operating departments daily, greeting employees and
soliciting feedback.
- Ensure compliance to Standard of the Week training, using the
steps to effective training according to Highgate Hotel
standards.
- Monitor and support the corporate Guest Recognition Program.
- Monitor and ensure compliance with SOP's in Rooms and Loss
Prevention.
- Conduct walk-throughs of public areas and guestrooms to ensure
that cleanliness and maintenance standards are met.
- Prepare department heads for succession through development of
their need areas.
- Participate in required M.O.D. program as scheduled.
- Carry a pager at all times. Operate pagers and radios efficiently
and professionally in communicating with hotel staff.
- Coordinate all aspects of the ongoing implementation of the
Highgate Hotel philosophy of service.
- Monitor all V.I.P.'s, special guests and requests.
- Ensure overall guest satisfaction.
Keywords: Fairfield Inn Scranton, Scranton , Director of Rooms, Executive , Dickson City, Pennsylvania
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