客房部 客房總監 Rooms - Director of Rooms

Position Overview

The Director of Rooms (DOR) of Capella Taipei holds the key leadership of the Rooms Division. The individual is responsible for keeping a perfect coordination between all departments, providing functional assistance and direction to the Front Office, Housekeeping and Spa departments. As the pre-opening hotel DOR, he / she will oversee pre-opening, critical path leading to the opening, policy and process of Rooms operations and management. In addition, as a member of the Guidance Team (Executive Committee) the DOR provides the leadership, vision and strategic direction in continuous improvement of operation standards to ensure that the hotel delivers stellar level of service standards to all guests and achieving long term financial performance of the Division.

The Role

1. A member of the Guidance Team (Executive Committee), participates and contributes in the preparation and development of the Hotel's strategic and Business Plan.

2. Provides inspirational leadership, clear vision and direction to team members to ensure delivery of the Capella brand, values and vision, to create an amazing experience for our guests and team members.

3. Communicates expectations, recognizes performance, and produces consistent desired business results.

4. Ensures strict compliance to all policies and standard operating procedures set by the hotel and corporate office.

5. Maintains strong working relationships with other departments to ensure effective communications for operational issues, serves as a role model for inter-departmental collaboration and support.

6. Inspiring and empowering team members to provide extraordinary and engaging service to all guests.

7. Be an exemplary role model in inspiriting team members through strong demonstration of the Capella Culture and Service Philosophy.

8. Responsible for all matters pertaining to Front of the House operation team including Front Desk, Concierge, Capella Culturists, Guest Services and Service Centre.

9. Oversees and supports all team members in daily operation to ensure strict compliance with all service standards, department policies, and operating procedures.

10. Provides supports to the Director of Housekeeping, Director of Spa and Director of Security in leading the operation of the relevant departments.

11. Participates and contributes to the Risk Management Committee in the review of Fire & Life Safety preventive programs and Crisis & Emergency preparedness initiatives.

12. Coaches and mentors team members on the hotel's Crisis & Emergency and Fire & Life Safety policies and procedures.

13. Report any issues or damages to the relevant department to ensure defect-free facilities and service amenities within the hotel.

14. Build and maintain strong guest relationships by periodically checking in on their stay experiences, gathering feedback to improve on operation and service experience. Ensuring that all complaints are handled with utmost professionalism and proper follow-ups are done in a timely manner.

15. Monitor and analyze guest feedback from the various platforms (e.g. comment card, TripAdvisor, online reviews) and provide strategic direction for a continuous rating improvement.

16. Handling complaints and resolving service 'Glitches', keep a record of all feedback under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction.

17. Responsible for creating and updating the Standard Operating Procedures of the Rooms Division and to suggest or make amendments according to business situation to maximize operation performance.

18. Coordinate with Training Manager in implementing periodical Standard Operating Procedure and Audit testing and trainings.

19. Effectively communicate the importance of Forbes and LQA standards with team members to ensure best audit performance.

20. Liaise with Credit Manager on credit check reports to ensure accurate financial reporting.

21. Keep informed of VIP and special attention guests' reservations and ensure that the preferences are well communicated within the team.

22. Drives cross-selling and upselling of hotel's products and services noting special promotions and events to maximize revenue performance.

23. Foster positive working environment for all colleagues by performing periodical check-in with team members to ensure satisfaction, maintain strong working relationship with one another and keep an open-door policy.

24. Delegate and empower team members to take responsibility in personalizing services to exceed guests' expectations.

25. Monitor and conduct performance review for all Front of House Managers and provide timely feedback for improvements and praises as due.

26. Provide effective performance feedback through team member recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary.

27. Attend all Head of Department and Guidance Team meetings for formulation of strategic business plan in efforts to improve hotel performance.

28. Take ownership of individual's growth and be involved in career progression and succession planning of team members.

29. Proactively identify training needs of team members to ensure consistent performance improvement.

30. Manages and control complimentary guest services expenses and suggest alternative solutions as required.

31. Participate in recruitment activities such as interviewing new talents for the departments and succession planning.

32. Oversee administrative duties such as roster planning, approval of annual leave, medical leave, public holiday leave application, up to date leave records as necessary.

33. Maintain an image of professional senior management to all guests, team members and the hotel.

34. Perform all duties with discretion, professionalism and a pleasant demeanor.

Talent Profile

Qualifications

Master's or Bachelor's Degree in Business, preferably in Hospitality Management or equivalent

Work Experience

Minimum 5 years' experience in similar role or capacity in luxury hotel / resort with rotational management roles across Rooms Division

Technical Skills

Strong knowledge of Property Management System (e.g. OPERA)

Excellent consulting and interpersonal skills

Strong people-management skills

Competent computing skills (e.g. Microsoft Office)

Excellent command in spoken and written English