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Director of Rooms

Company: Fairfield Inn Scranton
Location: Dickson City
Posted on: January 28, 2023

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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