Complex Director of Rooms - Universal Stella Nova Resort & Universal Terra Luna Resort
Company: Disability Solutions
Location: Orlando
Posted on: May 3, 2024
Job Description:
At Loews Hotels at Universal Orlando, our team members get to
make a difference and have fun every day. Our world-class team
brings to life the incredible, award-winning hotels located at
Universal Orlando Resort.Named one of Central Florida's Top
Workplaces and one of America's Best-in-State Employers by Forbes,
we are committed to our "power of we" culture.Are you looking for a
place where you can bring your authentic self to work every day and
be able to connect, engage and delight?
- We offer excellent benefits and perks including one free meal
per shift and free theme park access.
- We have a dynamic culture that makes every day interesting,
challenging, fulfilling and fun.
- We embrace diversity at our core and offer the opportunity for
all team members to reach their potential.
- We invest in training and development opportunities for all
team members.
- We promote social responsibility by being a good neighbor in
the community.
- We care for you, just as we care for others.Responsible for
overseeing the provision of world-class front office service to
hotel guests. Oversees the Front Office Manager and collaborates
with him/her on directing the Front Desk, Star Service, Guest
Service and Valet operations. Ensures prompt and complete
satisfaction of guest requests in a professional and timely
resolution of guest complaints are taking place. This role is also
responsible for overall management of the Housekeeping Department.
Works with the Director of Operations on ensuring that all Loews
and hotel programs in the Front office and Housekeeping are up to
set standards.Essential Functions and Responsibilities
- Works with Front Desk, Star Service, VIP, Guest Service and
Valet leadership to ensure highest level of service, efficient
operations and compliance with all Loews Standards
- Oversees the satisfaction of all guest requests and the
resolution of all complaints received by all listed
departments.
- Monitors, reconciles and communicates accurate occupancy
information to all hotel departments
- Supervises all Front Office Manager, Assistant Front Office
Managers, Guest Service Manager, VIP Manager, Star Service Manager
and Valet Account Manager - and offers guidance and support to
entire supervisory and line team
- Assist all Department Managers in ensuring high level of guest
satisfaction and ensure all complaints are addressed
appropriately
- Monitors Service scores and praises or holds department
managers accountable for performance
- Monitors and manages labor in all areas
- Works closely with Valet Account Manager and District Manager
to ensure operations are meeting Loews expectations
- Mentors and develops Managers and helps them identify career
paths
- Works closely with other department heads for any needs in any
of the Front Office and Housekeeping areas
- Monitors and ensures adherence to all Loews Hotels Star Service
Standards
- Familiar with and able to troubleshoot problems with the
following systems: key encoding, call accounting, in-room movies,
video checkout, electronic data capture, Hot SOS and PMS interface
control
- Works with Reservation Manager, and Revenue Manager to
determine daily room rates based on occupancy and revenue
goals
- Ensures all daily tasks at the F.O. are being completed and
assisting if necessary
- Oversees training of all Front Office and Housekeeping
- Evaluates individual Director/Manager performance, determining
improvement and training needs and advancement requirements
- Develops departmental incentive and staff motivation
programs
- Coordinates hotel participation in Loews First and other
corporate Marketing programs
- Evaluates department operations and recommends changes to
improve department efficiency, effectiveness and guest
satisfaction
- Ensures accurate department attendance records and Star Service
Recaps are maintained
- Sets goals for Front Office and Housekeeping Department
Managers
- Ensures each department operates with sufficient inventories of
needed supplies
- Works with Conference Managers, and Sales Managers to satisfy
all special group requests
- Ensures the provision of all appropriate information and
collateral materials to package guests
- Ensures accurate communication of information to guest
regarding all hotel facilities and operating hours
- Attends and participates in departmental meetings for all Front
Office Areas
- Ability to make decisions on imperfect information
- Oversees all departmental; budgets, forecasts and
schedules
- Keeps the Director of Operations appraised of all significant
happenings in both the Front Office and Housekeeping
- Attends all required hotel meetings to keep abreast of in-house
activities/promotions and upcoming events; maintain communication
with other departments within the hotel
- Holds weekly and monthly department meetings designed to
provide necessary contact and operating information for all
departmental TM's
- Other duties as assignedSupporting Functions and
Responsibilities
- Promotes and applies teamwork skill at all times
- Notifies appropriate individual promptly and fully of all
problems and/or unusual matters of significance
- Is polite, friendly, and helpful to all guests, management and
fellow employees
- Maintains cleanliness and excellent condition of equipment and
work area
- Executes emergency procedures in accordance with hotel
standards
- Complies with required safety regulations and procedures
- Complies with hotel standards, policies and rules
- Recycles whenever possible
- Remains current with hotel information and changes
- Complies with hotel uniform and grooming
standardsQualifications
- Extensive knowledge of all hotel departments (F.O. &
Housekeeping especially)
- Excellent communication skills - oral and written
- Excellent guest service skills
- Knowledge of computer programs utilized in property
management
- Able to work a flexible schedule, including weekends and
holidaysEducation:
- Bachelor Degree in Hospitality Management or related field, or
equivalent experience.Experience:
- Minimum six years in hotel operations management experience as
a Division Head
Keywords: Disability Solutions, Clearwater , Complex Director of Rooms - Universal Stella Nova Resort & Universal Terra Luna Resort, Executive , Orlando, Florida
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