Director Rooms Division–Serena Hotel, Islamabad

By Serena Hotels, Islamabad for Corporate Office, Islamabad              Qualification:

• MBA Management / Marketing

Experience:

• 8 to 10 years’ experience                  

Jobs Description:

• Leads and trains all subordinates and Transmits all the information relayed to him by his direct superior and the other departments to his subordinates.
• Manages the guest satisfaction efforts of his department in accordance to company’s philosophy.
• Directly responsible for supervising the Front office, Housekeeping / Laundry.
• Ensure the perfect organization of departmental requests and manage office operations above highest performance expectations by all Department and Executive. CONTROLLING: Prepares General Manager’s Monthly Report (comments operation). Monthly Forecast knows the status of the monthly results on a daily basis.
• Control costs by adhering to standards of operating for forecasting, budgeting, scheduling, payroll control, and other Expense Management Systems. FRONT OFFICE: Develops and implements strategies to achieve goals for Willingness to Return, Customer Complaints and Customer Comment Index. 
• Develops the room’s budget by reviewing Department Head recommendations and trends, preparing budget package and presenting the completed budget to the General Manager for approval. Oversees the operation of the Room Division by setting the objectives for each area and supervising the department Head. Achieves customer service goal by monitoring the service produced and developing and implementing strategies to achieve desired service levels. Greets as many guests as possible; all VIP’s is a MUST upon arrival and farewell during departure. Bids farewell to as many guests as possible and get information about their stay to be entered in their guest history. Goes through all arrivals in details for the next day. Focuses on the guest relation and development of personal ties to regular guests. Decides on non- Standard issues (i.e. Blacklist people, etc.). Complaint Handling: Implements new operational standards taking care of the different issues mentioned in Third party reports. HOUSEKEEPING: Discussions on all staff levels. Decides together with the housekeeper on items (i.e. magazine) – what goes in the room and what does not. Checks regularly VIP and regular rooms with report to Housekeeping and engineering. Have the technical ability together with the Executive Housekeeper and Chief Engineer to put rooms out of order and in order. Checks rooms on regular basis with the Executive Housekeeper. Suggest decision twice a year with the Executive Housekeeper on the new purchase of linen and laundry after inventory. 
• Listens and talks to outside providers (i.e. night cleaning, laundry, etc.). Decides on no-regular issues (i.e. how many rooms can be left unclean for the following days?). In-charge of implementing new butler standards and Training. GENERAL: Replace the General Manager / Resident Manager at all times in his absence. Ensures smooth Operations with the Executive Department. Works closely and in harmony with the General Manager and Executive Committee to strive towards achievement of the hotel’s Mission Statement.
• Prepares regularly required Manager’s reports as assigned by the General Manager.
• Planning of internal events and meetings. Evaluation of Guest Questionnaires. Internal Mediation for all hotel departments. Pro-active hospitality skills including guest service skills. 
• Chairs Quality Meeting Process and confirm compliance of Serena Hotels and Leading Quality Standards.
• Chairs the Guest Recognition Party.
• Supervision of Sate Visits and liaison with all state Offices.
• Selects and trains the Department Heads and keeps them informed of company policies; observes their performance and replaces them if not performing to standards.