ESSENTIAL FUNCTIONS：
Directs and controls the
activities of the Front Desk, ECBC, Communications, Concierge and Guest Service,
Housekeeping. Assures that standards are met, guests and employees are satisfied,
and problems are promptly resolved. Takes actions that maximize the profit of
the division.
Directly supervises the
Department Heads in the departments named above. Ensures thorough
communications and follow-up on any problems, guest or employee requests or
special requirements, and on hotel initiatives. Interviews and trains the
staff. Conducts Performance Evaluations and disciplines staff when needed.
Reviews and monitors
schedules of staff in all departments in the Rooms Division. Monitors their
activities to assure that standards are being met, staff is being supported and
guest needs are being met. Routinely inspects all areas of responsibility in
the Rooms Division.
Resolves customer complaints
from all areas of the hotel, handling all guest interactions with the highest
level of hospitality and professionalism, accommodating special requests
whenever possible. Will resolve complaints in person, by phone or through
written message. Develops relationships with return guests, group contacts and
other guests in order to provide personalized service.
Assures that financial goals
of the division and the hotel are being met. Monitors and controls labor
expense, and other 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 the division. Maintains close relationships with retail tenants
and concessions to ensure revenue and expense targets are met. Makes suggestions that will improve revenue,
reduce cost, and increase guest satisfaction.
Assures that Four Seasons
Service and Culture standards are being met. Manages in a way that supports
Four Seasons’ Mission and Philosophy. Supports and creates programs and
initiatives that encourage employee development, training, and career growth
within the Rooms Division. Plays an
active role in the Planning Committee. Engaged along with other Planning
Committee members in long-range planning for the hotel.
Education:
College degree or equivalent
Experience:
Minimum 7 years in a
luxury hotel environment, three years in key Rooms Division capacities
Skills and Abilities：
Excellent spoken and written
English knowledge, bi-lingual helpful.
Demonstrates supervisory skills,
good judgement, and common sense.
