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.