Director of Rooms Division - InterContinental Houston

JOB OVERVIEW:

Direct the activities of the front office area (including club lounge and valet) and housekeeping departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals. Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures.

At InterContinental Hotels & Resorts® we want our guests to feel special, cosmopolitan and In the Know which means we need you to:

• Be charming by being approachable, having confidence and showing respect.
• Stay in the moment by understanding and anticipating guests’ needs, being attentive and taking ownership of getting things done.
• Make it memorable by being knowledgeable, sharing stories and showing your style to create moments that make people feel special.

DUTIES AND RESPONSIBILITIES:

Financial Returns

• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests.
• Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control. Check billing instructions and guest credit for compliance with hotel credit policy.

People

• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies. Alert General Manager of potentially serious issues. Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Guest Relations, Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
  • Regulatory agencies – regarding safety and compliance matters
  • Other contacts as needed (professional organizations, community groups, local media)

Guest Experience

• Ensure the guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals
• Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction. 

Responsible Business

• Oversee front office and housekeeping departments, schedule, plan, and assign develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Schedule and regularly conduct routine inspections of the front office and publica areas and guest rooms and corridors to ensure the appearance and cleanliness of such areas reflect highly on the hotel, brand, and Company. Develop action plans to correct deficiencies.
• Establish par levels for supplies and equipment. Authorize requisitions to replenish shortages and other business supplies for daily business.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
• Ensure training and procedures are in place for PBX to serve as central communications point during emergencies/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained.
• May serve as “manager on duty” as required
• Perform other duties as assigned.

ACCOUNTABILITY

This is the top rooms division job in a large, full service, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises a large number of front office and housekeeping employees including but not limited to managers, supervisors, room attendants, laundry attendant, front desk agents, bell-persons, doorpersons, reservationists, concierge representatives, PBX, etc.

QUALIFICATION AND REQUIREMENTS

Bachelor’s degree in Hotel Administration, Business Administration or equivalent and four years guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred.

This job requires ability to perform the following:

• Moving about the hotel and facilities
• Use a keyboard to operate various property management systems, etc.
• Carrying, pushing, or lifting items weighing up to 25 pounds.

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflect highly on the hotel, the brand and the Company
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and/or holidays.

WHAT WE OFFER:

We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life – including an impressive room discount and some of the best training in the business.

The annual pay rate for this Exempt role is $100,000 to $110,000 This rate is only applicable for jobs to be performed in Houston, Texas.

This is the starting rate we in good faith believe we would pay for this role at the time of this posting. We may pay more or less than the posted rate, and the rate may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible full-time employees.

You can apply for this role through the link below (or through the internal career site if you are a current employee).

Remarks: No amount of pay is considered wages or compensation until earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance by always welcoming different backgrounds, experiences, and perspectives.

IHG Hotels & Resorts gives every member of the team the room they need to belong, grow and make a difference in a collaborative environment. We know that to work well, we need to feel well – both inside and outside of work – and through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace.  So, join us and you’ll become part of our ever-growing global family.

At IHG Hotels & Resorts, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognized and respected – wherever they are in the world. Want to be part of the journey?