Director of Rooms

Additional Information: This hotel is owned and operated by an independent franchisee, Sheraton Vancouver Guildford Hotel. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

The Sheraton Vancouver Guildford Hotel is one of Surrey's premier hotels. It is situated on the gateway to Vancouver, overlooking the Coastal Mountain range and the beautiful Fraser Valley. With 279 newly renovated guest rooms, 18 meetings rooms totalling 26,000 square feet, our space offers the utmost flexibility to fit the needs of our guests.
At Sheraton hotels, we create a welcoming place for our community to gather. Sheraton sees the world through the lens of community.
Together, we are better. Every one of us is critical to the success of our hotel's larger mission. It is the energy of the collective that fuels us, unites us, and brings us together. We believe in the Power of We.
Be inspired by what’s possible and discover your own future. Be challenged, grow and achieve your ambition. At Marriott, be yourself. Begin your purpose, belong to a global community, and become the best version of you. At Marriott…..Be you.
We are looking to grow our teams with individuals who share our energy and enthusiasm for creating exceptional guest service and would like to join our dynamic world of hospitality.

POSITION PURPOSE
Functions as the strategic business leader of the property Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company. Act as the main contact for guests and other hotel departments in the absence of the General Manager.

ESSENTIAL FUNCTIONS
Leading Rooms Team
• Champions the brand’s service vision for product and service delivery.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Monitors and promotes room rates, specials, and promotions at the hotel.

Managing Profitability
• Analyzes service issues and identifies trends.
• Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews and audits expenses.
Managing Revenue Goals
• 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 and rate, wages and controllable expenses.
• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Ensuring and Providing Exceptional Customer Service
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Delivers excellent customer service through the customer experience and encourages the same from other employees.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance customer experience.
• Stays available to solve problems and/or suggest alternatives to previous arrangements.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures that employees understand expectations and parameters for Room duties.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing and Conducting Human Resources Activities
• Interviews and hires employees.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviours in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/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 staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee 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) and supports the Peer Review Process.
• 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.
• Identifies talents of direct reports and their teams and assists with their growth and development plans.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.  Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Marriott rules and regulations for the safe and effective operation of the hotel facilities.  Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
 

SUPPORTIVE FUNCTIONS
In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the General Manager based upon the particular requirements of the hotel:
•    Ability to assume the responsibilities of the General Manager in his/her absence.
•    Perform special projects such as ABCs, EIWO, Arrival/Departure training, In Room Dining training, Revenue Management, and other responsibilities as assigned by the General Manager
•    Implement Smart Plans and strategies to improve company ASI (Associate Satisfaction Index, GSS (Guest Satisfaction Score) in the rooms division.
•    Implement and follow up on emergency procedures to ensure appropriate protection for hotel guests, associates and company assets.
•    Participate in task forces and committees

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.
•    Must be able to speak, read, write and understand the primary language(s) used in the workplace.
•    Must be able to read and write to facilitate the communication process.   
•    Requires good communication skills, both verbal and written. 
•    Extensive knowledge of the hotel, its services and facilities.
•    Must have excellent customer relations skills and leadership capability. 
•    Must be detail oriented with outstanding organizational and communication skills.
•    Must possess basic computational ability must possess basic computer skills.
•    Must have excellent leadership capability and customer relations skills.
•    Working knowledge of federal Provincial and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their Provincial and local analogues (where applicable): WCB, Union Agreement, Labour Standards, B.C Human Rights Code.

Physical Demands

•    Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems. You must be able to lift to 15 lbs. occasionally.
•    Must be able to sit at a desk for up to 4 hours per day.  Walking and standing are required for the rest of the working day.  The length of time of these tasks may vary from day to day and task to task. 
•    Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Requires manual dexterity to use and operate all necessary equipment.
•    Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
•    Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates. Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
•    Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.  

QUALIFICATION STANDARDS
Education
2-year degree from an accredited university in Hotel & Restaurant Management or related major. Bachelor’s Degree preferred.
Experience
Previous experience as Rooms Division Manager Required. 2 years’ experience in guest services, front desk, housekeeping and management operations.
Licenses or Certificates
Not applicable.
Grooming
All employees must maintain a neat, clean and well-groomed appearance per Marriott standards.

'-Extended Health Benefits
-Short Term & Long Term Disability
-Drycleaning
-Complimentary Parking
-Complimentary Staff meal
-2 weeks Vacation entitlement
-Communication Device Entitlement
-Eligible for Management Incentive
 

The salary range for this position is $85,000 to $90,000 annually.

This company is an equal opportunity employer.

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