Located in the center of Pearl River NewCity, The Ritz Carlton, Guangzhou is a luxury destination in the Southern Chinahub. Distinctive services and facilities include 350 guest rooms and 91Residence, with the Club Lounge and suites and guest rooms newly renovated, aswell as five restaurants and lounges, including the signature Cantoneserestaurant, Lai Heen, which has received one Michelin star for the sixthconsecutive year .The Ritz Carlton, Guangzhou is honored to have received theForbes Travel Guide Five Star Award for the tenth consecutive year, solidifyingits position as the premier hotel in Guangzhou to achieve such prestigiousrecognition. Immersive experiences. Bespoke service. Commitment to craft. TheRitz Carlton inspires life’s most meaningful moments.
The Role of a Director of Rooms
The Director of Rooms functions as thestrategic business leader of the property's Rooms department. Responsible forplanning, developing, implementing and evaluating the quality of property’srooms. The Director directs and controls the activities of the Front office, Club,Housekeeping and Residence. Position works with direct reports to develop andimplement departmental strategies and ensures implementation of the brandservice strategy and brand initiatives. The position ensures Rooms operationsmeet the brand’s standards, targets customer needs, ensures employeesatisfaction, focuses on growing revenues and maximizes the financialperformance of the department. Develops and implements property-wide strategiesthat deliver products and services to meet or exceed the needs and expectationsof the brand’s target customer and employees and provides a return oninvestment to the owner and company.
KeyFunctions
Directly supervises the Department Heads inthe departments named above. Ensures thorough communications and follow-up onany problems, guest or employee requests or special requirements, and on hotelinitiatives. Interviews and trains the staff. Conducts Performance Evaluationsand disciplines staff when needed.
Reviews and monitors schedules of staff inall departments in the Rooms Division. Monitors their activities to assure thatstandards are being met, staff is being supported and guest needs are beingmet. Routinely inspects all areas of responsibility in the Rooms Division.
Resolves customer complaints from all areasof the hotel, handling all guest interactions with the highest level ofhospitality and professionalism, accommodating special requests wheneverpossible. Will resolve complaints in person, by phone or through writtenmessage. Develops relationships with return guests, group contacts and otherguests in order to provide personalized service.
Assures that financial goals of thedivision and the hotel are being met. Monitors and controls labor expense, andother divisional expenses such as supplies and equipment. Works closely with Reservations,Sales and the Front Office to maximize rate, occupancy and total revenue.Assists in preparing business forecasts. Prepares Annual Budget for thedivision.
Your role will be to ensure that the “GoldStandards” of The Ritz-Carlton are delivered graciously and thoughtfully everyday. The Gold Standards are the foundation of The Ritz-Carlton and are whatguides us each day to be better than the next. It is this foundation and ourbelief that our culture drives success by which The Ritz Carlton has earned thereputation as a global brand leader in luxury hospitality. As part of our team,you will learn and exemplify the Gold Standards, such as our Employee Promise,Credo and our Service Values. And our promise to you is that we offer thechance to be proud of the work you do and who you work with.
Educationand Experience
High Diploma or Degree holder inHospitality Management.
Minimum 10 years’ relevant workingexperience in a sizeable luxury hotel with at least 3 years in similar capacity.
Passion for customer service; clear focuson the customer needs and trends in order to meet customer satisfaction; andcreativity and flair to exceed customer expectation.
Proven record in managing hotel projects;good knowledge of financial statement and experience in budgeting.
Excellent leadership skills and mastery indelegating multiple tasks.
Demonstrate the highest level ofhospitality and professionalism with guest-oriented and service-minded.
Proactive, well-organized, detail-mindedwith excellent communication and interpersonal skills and can workindependently under pressure.
Excellent command of English, Chinese andCantonese would be a plus, and hands-on experience in MS Office applications.
Skills& Abilities
Hospitality Management: Understanding theprinciples of hospitality management, including guest service, front officeoperations, housekeeping and Residence.
Business Acumen: Knowledge of businessoperations, including budgeting, forecasting, revenue management, and financialreporting.
Technology: Proficiency in hotel managementsoftware systems.
Leadership and Team Management: Ability tolead, motivate, and manage a diverse team, fostering a positive workenvironment and promoting professional growth.
Customer Service Excellence: Exceptionalskills in managing guest experiences, handling complaints, and ensuring guestsatisfaction.
Communication: Strong verbal and writtencommunication skills, capable of effective interaction with guests, staff, andexternal stakeholders.
Problem-Solving: Proficiency in identifyingproblems, analyzing potential solutions, and making decisive, effectivedecisions.
Organizational Skills: Aptitude formanaging multiple tasks and priorities, scheduling, and ensuring smoothoperations across different departments.
Attention to Detail: A keen eye for detail,ensuring all aspects of room and facility presentations meet or exceedhospitality standards.
Adaptability: The ability to adapt tochanging situations, guest needs, and industry trends, often with a proactiveapproach to innovation and improvement.
Marriott International is an equalopportunity employer. We believe in hiring a diverse workforce and sustainingan inclusive, people-first culture. We are committed to non-discrimination onany protected basis, such as disability and veteran status, or any other basiscovered under applicable law.
At more than 100 award-winning propertiesworldwide, The Ritz-Carlton Ladies and Gentlemen create experiences soexceptional that long after a guest stays with us, the experience stays withthem. Attracting the world’s top hospitality professionals who curate lifelongmemories, we believe that everyone succeeds when they are empowered to becreative, thoughtful and compassionate.
Every day, we set the standard for rare andspecial luxury service the world over and pride ourselves on deliveringexcellence in the care and comfort of our guests.
In joining The Ritz-Carlton, you join aportfolio of brands with Marriott International. Be where you can do your bestwork, begin your purpose, belong to an amazing global team, and become the bestversion of you.
