Director of Rooms

Raffles Seychelles, part of the esteemed Raffles Hotels & Resorts, boasts 20 ultra-luxury properties worldwide, some featuring exclusive branded residences. In 2023-24, four new Raffles hotels will be unveiled. The brand, named after Sir Stamford Raffles, exudes elegant British charm while catering to the modern lifestyles of well-travelled guests. With warm, personalized service and iconic Raffles Butlers, we offer an atmosphere of generosity.

Our hotels are not just accommodations; they are art museums, culinary hubs with renowned chefs, and pioneers in next-gen wellness experiences. We prioritize cultural and natural heritage preservation, employing experts within our properties. At Raffles, guests transform into friends and eventually become family. It's a place to celebrate, explore, exchange ideas, and discover a new dimension of luxury that resonates with emotions as gracefully as the Raffles name itself.

Position:             Director of Rooms           

Department:       Rooms Division / Front Office

Reports to:         Resort Manager

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PURPOSE OF POSITION

To manage and coordinate all departments in the Rooms Division. Plan, develop, implement and audit the quality of products and services for all internal and external customers.

         

KEY ROLES & RESPONSIBILITIES

• Maintain complete knowledge of:

• All hotel features/services
• All room types, numbers, layout, décor, appointments and locations
• All room rates, special packages and promotions
• Daily house count and expected arrivals/departures
• Previous day’s pickup and anticipated business levels
• Room availability status for any given day
• Scheduled in-house group activities, locations and times
• All hotel and divisional policies and procedures
• Monthly forecast and budget items

• Tour hotel daily; audit staff adherence to hotel policies and procedures in all phases of service and job functions; follow up with designated personnel where needed
• Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues
• Help conduct line-ups, review all information pertinent to the day’s business
• Prepare weekly work schedules and Manager on Duty schedules in accordance with staffing guidelines and labor forecasts; adjust schedules to meet business demands
• Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business
• Observe guest reactions and confer frequently with staff to ensure guest needs are met
• Monitor and handle guest complaints in an expedient and effective manner
• Anticipate sold-out situations/and know how many rooms are overbooked; assist in locating alternative accommodations for guests and assist in “walking” and following up with guests, in accordance with hotel policies and procedures
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
• Complete work orders for submission to Engineering for prompt maintenance repairs
• Prepare monthly, quarterly and yearly Rooms Division financial forecasts
• Prepare annual capital expenditures report
• Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.
• Provide training and development opportunities for all management personnel
• Administer quarterly performance evaluations for all managers; provide performance feedback to all staff; handle disciplinary problems and counsel managers and staff
• Facilitate divisional and departmental Strategic Planning meetings
• Monitor and facilitate all Internal Defect Reports relating to the Rooms Division
• Work with appropriate departments in setting future rates and special packages
• Assist with facilitation of all quality auditing processes
• Mentor and train appropriate employees for upward growth

 

PERSONAL ATTRIBUTES

• Excellent communication skills in English
• Highly desirable to have at least one second language from a key source market: German, French, Russian or Arabic.
• Ability to work well under pressure, focus on details, think clearly, analyze and resolve problems, exercise good judgment, always with calm and composure
• Strong working knowledge of budgets, forecasting, profit and loss statements
• Ability to train and motivate individuals, creating and maintaining a cohesive team
• Good computer knowledge; able to use property management system
• Solid interpersonal skills; able to ascertain and effectively address guest/employee needs
• Ability to ensure security and confidentiality of guest and hotel information
• Ability to work with constant interruptions with a high degree of professionalism
• Ability to prioritize and organize work assignments; delegate work
• Ability to direct performance of staff and follow up with corrections where needed

 

QUALIFICATIONS

• Degree from reputable hotel school preferred

 

EXPERIENCE

• Minimum 7 years’ experience as department head or Excom member (with at least two years of prior experience as Excom Member) of an ultra luxury resort or hotel.