Assistant Director of Rooms

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Your own private paradise on a lush coral island. On Desroches Island, there is nothing to distract you from tranquillity, save for the sound of birds singing and an ocean breeze that invites you to come a little closer. We’re the only resort on this captivating coral island in the middle of the Indian Ocean, where the beaches belong to no one and everyone at the same time. Our rustic villas and suites are intimate retreats and will make you feel like a castaway who has struck gold.

1. Directly manages the Department Heads in Rooms Division. Ensures thorough communication and follow-up on any problems, guest or employee request or special requirements, and hotel initiatives. Interviews, and trains the staff. Conducts Performance Evaluations and disciplines staff when needed.

2. 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. Inspects all areas of responsibility in the Rooms Division – conducts regular walkthroughs and makes recommendations for improvements, addressing deficiencies.

3. Ensure all Four Seasons Rooms and Residential Policies and Procedures are developed and implemented.

4. 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.

5. Assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.

6. Assures that financial goals of the Rooms Division and residential entity are being met. Monitors and controls labor expense, and supplies/equipment expenses. Works closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue. Assists Director of Rooms in preparing Annual Budget.

7. Coordinate and supervise day-to-day residential rental unit’s maintenance routine operations and tasks, ensuring the quality and standards meet the requirements of the SLA and the Owners’ expectations. Liaise with Front of house team to secure availability of access to required residences to allow service maintenance to be performed.

8. Assist engineering management with planning and implementing of procedures, systems and controls to ensure an efficient maintenance of rooms and residential rental units, including a robust PRP programme.

9. Lead residential budgeting process and annual meetings. Comprehend and present allocation methods, budget process and financial reports, with the assistance of the Director of Finance.

10. Acts as the senior manager in the Rooms Division in the absence of the Director. Assists the Director of Rooms and Director of Finance in forecasting and budgeting of revenues and expenses for all departments in the Rooms Division and across the residential entity.

11. Review key guest satisfaction metrics with Rooms managers on a regular basis and help them develop and implement strategic action plans in order to enhance the guest experience in their areas.

12. Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Responds swiftly and effectively in any hotel emergency or safety situation.

13. Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

14. Works harmoniously and professionally with co-workers and supervisors.

Requirements

· College Degree in Business Administration or Hospitality management. Additional knowledge of real estate/facility management, finance or accounting is beneficial

· Minimum 5 years’ experience in a variety of Rooms management positions

· Strong computer skills are required with experience in working with Opera, centralized purchasing, Ledger systems and Microsoft Excel.

· Reading, writing and oral proficiency in the English language. Knowledge of additional languages is a plus

· Strong business acumen, the ability to multitask and coordinate the work of various departments is essential

· Excellent planning and organizational skills

· A high level of attention to detail

· Excellent people & team leadership skills