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Rosewood Hotels

Established in 1979 Rosewood is a distinctive collection of highly individual, luxurious, residential-style hotels inspired by the culture, history and...

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Director of Rooms

  • Quang Nam
  • Director
  • Permanent
  • Bachelor
  • 5 - 8 Years
  • Negotiable
  • Administration, Executive management, Front Office, Housekeeping, Laundry, Management
  • Rosewood Hotels
  • Unlimited

Job Description

  • Ensures that all Operation activities are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
  • Oversees the preparation and update of individual Departmental Operations Manuals.
  • Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
  • Ensures the smooth operation of the Hotels in the absence of the General Manager
  • Ensures that associates also provide excellent service to internal customers in other departments as appropriate.
  • Spends time in public areas observing associate-guest interaction and talking with guests, works through Heads of Department to coach associates in guest service skills as necessary.
  • Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
  • Maintains positive guest and colleague interactions with good working relationships
  • Maximizes associate productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.
  • Ensures that each profit center is operated in line with maximizing profit while delivering on the brand promise.
  • Ensures that each cost center operates with the lowest possible cost structure while also delivering on the brand promise to the guest.
  • Assists in the preparation of the Annual Business Plan for Hotel.
  • Assists in the monthly reforecasting, involves the respective Heads of Department as appropriate.
  • Manages costs proactively based on key performance indicators, works with the respective Heads of Department as appropriate.
  • Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to.
  • Assists in the inventory management and ongoing maintenance of hotel operating equipment and other assets.
  • Participates in weekly yield and revenue management meetings actively, oversees the appropriate pricing structures to maximize yield and overall profits in the Hotel
  • Assists in the preparation, utilization and update of the Annual Marketing Plan, broken down as necessary by department.
  • Evaluates local, national and international market trends, vendors and other hotel/restaurant operations constantly to make sure that the hotel’s operations remain competitive and cutting edge.
  • Encourages Heads of Department to look for Marketing and Public Relations opportunities to increase awareness and ultimately business
  • Ensures that all company minimum brand standards have been implemented, and that optional brand standards have been implemented where appropriate.
  • Monitors all operations, especially during peak business periods, working through the respective Head of Department to make adjustments where necessary.
  • Works closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
  • Ensures that all associates work in a supportive and flexible manner with other departments.
  • Ensures that all associates are up to date with the availability of seasonal and new products on the market.
  • Tastes and monitors the hotel products served throughout the operation, provides feedback where appropriate
  • Assists in the recruitment and selection of all associates. Ensures that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to select their associates.
  • Oversees the punctuality and appearance of all all associates, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
  • Maximizes the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.
  • Conducts half yearly and annual Performance Development Discussions with Heads of Department and to support them in their professional development goals. Ensures that they in turn conduct the half yearly and annual Performance Development Discussions with their associates.
  • Assists in the development of Departmental Trainers through ongoing feedback and monthly meetings.
  • Ensures that each Head of Department plans and implements effective training programs for their associates in coordination with the Learning Manager and their Departmental Trainers.
  • Oversees the preparation and posting of weekly work schedules in each department, making sure that they reflect business needs and other key performance indicators.
  • Encourages associates to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.
  • Ensures that all associates have a complete understanding of and adhere to associate rules and regulations.
  • Ensures that associates follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
  • Feedbacks the results of the Associates Engagement Survey and ensures that the relevant action plans are implemented

Job Requirement

  • Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.


  • Ability to train, motivate, evaluate, mentor and direct employees and managers to achieve desired results;


  • Ability to access, input, analyze and retrieve information from computers; ability to maintain excellent relations with associates.;


  • Ability to maintain associates and guest confidentiality at all times;


  • Ability to accept responsibility for actions of others; exceptional oral communication skills to ensure ability to negotiate and persuade guests and associates to achieve results beneficial to operation of hotel;


  • Ability to create, implement and monitor hotel and associates’ goals, strategies and policies;


  • Ability to converse calmly with irate guests, superiors, subordinates and co-workers in sometimes intense emotional situations;


  • Ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions;


  • Ability to memorize, recollect and quickly retrieve dates, names, times and other data.; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions;


  • Ability to participate in (and lead when necessary) all departmental and hotel-wide meetings
  • Fluency in English and local language




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