Claremont Club & Spa - A Fairmont Hotel
Director of Rooms (Finance)
Job Summary
Functions as the strategic business leader of the property's Rooms Operations (including but not limited to Front Office, Royal Service, Housekeeping, Guest Services (Bellpersons/Valet) and Front Yard seasonal activations) - develop and implement departmental strategies and ensuring implementation of the brand service strategy and brand initiatives.
• Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
• Analyzes service issues and identifies trends.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Works with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.
• Monitors Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy & rate, payroll and controllable expenses.
• Champions the brand's service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
• Develops systems to enable colleagues to understand guest satisfaction results.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Responds to and handles guest problems and complaints.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
• Ensures colleagues are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Fosters colleague commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and colleagues.
• Incorporates guest satisfaction as a component of colleague/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds colleagues accountable for successful performance.
• Solicits colleague feedback, utilizes an "open door policy" and reviews associate satisfaction results to identify and address associate problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Visa Requirements:
Must proof of elegibility to work in the United States
Vaccination Mandate:
To keep our employees and the general public safe from the threat of COVID-19 and the rise of variants in the community, the Claremont Club & Spa has implemented a COVID-19 Vaccination Policy.
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Fairmont Hotel is an Equal Opportunity Employer. EOE/M/F/V/D
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