Director of Rooms

Director of Rooms (19809) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. Set in the vibrant heart of Cape Town’s waterfront, surrounded by restaurants, shopping, art and entertainment; on the doorstep of Table Mountain; and within easy reach of spectacular beaches, national parks, and winelands; One&Only Cape Town is the ultimate curator of discovery, from active adventures, to mindful moments and exclusive, tailored experiences. The warm South African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion Job Summary The Director of Rooms leads the Rooms Team in the provision and delivery of personalized Guest Care and Relations, to enhance the guest experience of the Resort. He/ she is responsible for providing all guests with quality service while maximizing room revenue and productivity and developing managers and employees. He/ she is responsible for ensuring the smooth operation of guest services, concierge and uniformed services, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner. Key Duties and Responsibilities - Coordinate the organization and administrative functions in all areas of the Rooms Division. - Oversee the operation and co-ordination of the operating departments through their respective department heads. The Operating Departments include Front Office, Housekeeping and Neo Boutique. - Establish monthly reporting system to monitor. - Provide solutions to improve problem areas and assist in implementing corrective measures. - Assist in the preparations of the annual operations plan and achieve the profit objectives therein. - Work closely with accounting on follow-up items, i.e., rejected credit cards, outstanding PM accounts, associate discrepancies, etc. in addition to monthly P&L review and forecasting - Maintains correct procedures for hotel accounting, credit control and handling of financial transactions, and supply Inventory within the departments of HSK, F/O and Neo Boutique - Maintain procedures for security of money, guest security and emergency procedures. - Ensure that monthly financial outlooks and results are accurate and on target in particular monitoring all Rooms expenses to ensure that they are kept in line with budget. - Assist with annual budget preparations, including capital submissions and ensure active control of annual budgeting. - Financial responsibilities consist of: - Achieving budget – rev par room rate - Prepare budgets and forecasts - Interpret financials - Expense control - Ensure correct rates are charged - Authorize rate reductions - Coordinate the implementation of and enhancement to minimum standards of guest service. - Strives to increase the level of guest satisfaction through associate development and quality image. - Handle all guest concerns and ensure effective follow-up. - Monitor all VIPs, Celebrity guests and their requests. - Handle all guest complaints expeditiously to complete resolution. - Respond quickly to guest requests or complaints in a friendly manner, taking appropriate action to resolve matters. Follow up to ensure complete guest satisfaction. - Oversee employee and leader planning, recruitment, selection and development through goal development and coaching. - ensure total compliance with standards of operation. - ensure staffing is maintained at an appropriate level to match business demand. - participate in all regular and ad hoc operational meetings and in the formulation of strategic business plans. - Become involved and active within hotel committees and activities. - Oversee the effective development of and revision to all training programs. - Perform daily review and analysis of inventory and rates, then identify and assist with the implementation of appropriate revenue strategies based upon those daily analyses. - Oversee and participate in all aspects of the Front Office, Guest Services, Housekeeping Operations, Security Operations, Back-of-House Operations, Health and Safety, Kids Only, Business Centre and Telephones. - Responsible for scheduling the front office, guest service, complimentary guest services and housekeeping staff according to business forecast, payroll budget guidelines and productivity requirements. - Oversee performance reviews, training and development of