Rooms Division Manager Resume Sample
Juliana Schmeler
621 Chelsie Drive,
San Francisco,
CA
+1 (555) 668 1322
Work Experience
Rooms Division Manager
02/2018
-
PRESENT
New York, NY
- Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department heads and managers. Hires, supervises, counsels, disciplines, and evaluates all guest services
- Monitors all rooms related systems that directly impact the guest, to ensure proper procedures are in place and followed which allow for an outstanding guest experience
- Communicates with guests and team members both verbally and in writing to answer questions and resolve issues
- Manages executive office projects by directing staff and monitoring progress as required
- Ensure guest reservation policies, standards, and procedures are met. Ensure housekeeping procedures are efficiently followed and any issues immediately resolved
- Thorough knowledge of all guest services and housekeeping department operations and individual job requirements
- Resolve guest, supervisor and employee conflicts
Rooms Division Manager
04/2011
-
10/2017
Houston, TX
- Listen effectively and communicate clearly with guests and coworkers
- Oversees and participates in all aspects of the Front Office, Guest Service, and Housekeeping operations
- Maintains correct procedures for hotel accounting, credit control and handling of financial transactions, and Supply Inventory
- Strives to increase the level of guest satisfaction through associate development and quality image
- Ensure Pre Shift Meeting are happening at all shift change-overs in accordance with Hotel expectations
- Assists in managing the execution of all operations in the rooms area departments (e.g., Front Office, Housekeeping)
- Assists in managing the execution of all operations in the rooms area departments (Front Office and Housekeeping)
- Having strong Front Office operation experience
Education
Antioch University Seattle
2006 - 2011
Bachelor's Degree in Management
Professional Skills
- Maintain appropriate records of education, training, skills and experience
- Demonstrated hospitality skills and qualifications
- Exceptional leadership qualities with demonstrated success in building bench strength and strong people development
- Demonstrates highly developed Front Office Management and Reservation or Housekeeping skill set
- Effective service recovery skills with a passion for customer care
- High level of social and interpersonal skills
- Possesses strong problem-solving, reasoning, and analytical abilities
How to write Rooms Division Manager Resume
Rooms Division Manager role is responsible for leadership, reporting, planning, payroll, security, procurement, training, credit, finance, events.
To write great resume for rooms division manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Rooms Division Manager Resume
The section contact information is important in your rooms division manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Rooms Division Manager Resume
The section work experience is an essential part of your rooms division manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous rooms division manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular rooms division manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Rooms Division Manager resume experience can include:
- Monitor the effectiveness of implementing staffing guides
- Operational experience with Front Office and Housekeeping being essential
- Organizes the reservations, front office and housekeeping departments to ensure optimal effectiveness of operations and guest service
- Interview all prospective final candidates for any vacant position within the hotel prior to any offer being extended
- Carry a work assigned cell phone at all times. Operate cell phones and radios efficiently and professionally in communicating with hotel staff
- Think clearly, analyze and resolve problems exercising good judgment, in pressure situations
Education on a Rooms Division Manager Resume
Make sure to make education a priority on your rooms division manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your rooms division manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Rooms Division Manager Resume
When listing skills on your rooms division manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical rooms division manager skills:
- Highly effective communication and organisational skills
- Professional experience in a range of contexts (business sector, volume, country etc) and good knowledge of rooms professions
- Strong experience in the implementation and management of brand standards
- Well developed people management skills
- Recognised management skills
- Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards,
List of Typical Experience For a Rooms Division Manager Resume
1
Experience For Rooms Division Manager Resume
- Ensuring high standard of product offer which also includes working with and regular supervision of housekeeping team and other relevant contractors,
- Assisting the General Manager in his role and acting on General Manager’s behalf during their absence
- Meet all clients on the property, including meeting contacts and potential clients touring the property, to assist in the sales effort
- Tour the operating department’s daily, making adjustments as needed via department heads
- Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees and managers according to hotel standards
- Assist in creating a positive team-oriented environment, which focuses on the guest, through employee development and motivation
- Maintain procedures for handling of the hotel safe specifically with regard to security and initiate a monthly safe audit
- Continuously develops ideas to increase Rooms Division sales by upselling
- Performance Reviews and setting KPI's
2
Experience For Rooms Division Manager Resume
- Exert physical effort in transporting supplies and move freely throughout the hotel
- Inspect the grooming and attire of staff; rectify any deficiencies
- Is responsible for Front office, Housekeeping, Maintenance & Security Departments
- Maintain complete knowledge at
- Observe guest reaction and confer frequently with staff to ensure guest satisfaction
3
Experience For Rooms Division Manager Resume
- Anticipate sold-out situations and know how many rooms are overbooked. Assisting in locating alternative accommodations for guests and assist in “walking” guests, following hotel policies and procedures. Follow up the next day to ensure that guests are welcomed back to the hotel in accordance with hotel policies and procedures
- Review resumes for arriving groups; follow up with Front Office and housekeeping to ensure preparations are made for arrivals
- Document pertinent information in department’s log book
- 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, development, professional discipline and positive support for all management personnel to ensure qualitative standards and growth for both the individual and the operation
4
Experience For Rooms Division Manager Resume
- Assist in the development of new marketing ideas within the division and related areas
- Administer quarterly performance evaluations for all managers
- Handle all guest comments and complaints in accordance with the instant guest pacification procedures to ensure guest satisfaction
- Establish, maintain quality recognition programs within the division
- Facilitates divisional and departmental meetings
- Help to conduct line ups, review all information pertinent to the day’s business
- Continued presence in the lobby and reception areas in order to meet guests on a daily basis and ensure that they receive a warm welcome
- Anticipates the needs of “repeat” guests and issues instructions to ensure those needs are met by the different teams within the departments. Frequent follow-up
- Handles guest complaints in a timely fashion if they have not been dealt with by team members
5
Experience For Rooms Division Manager Resume
- Maintains close relationships with guests throughout their stay in order to foster loyalty
- Deployment and supervision of actions required for the hotel to achieve company objectives set in Quality, Employee Satisfaction, Financial, Food Hygiene and Health and Safety Audits,
- Taking actions required to achieve hotel budget which also involves revenue management, pricing, optimisation of constraint days and any other actions linked to management of room revenue
- Coordination and organisation of the services available to guests on a daily basis
- Perform all department manager performance appraisals according to Highgate Hotel S.O.P.’s, and ensure that managers are in compliance with the standards in their administration of performance appraisals to their staff
- Conduct monthly credit meetings and take an active role in the hotel credit and collection policies
- Is often present in the lobby and at reception in order to meet guests on a daily basis
- Ensures that guests receive a warm and personal welcome
6
Experience For Rooms Division Manager Resume
- Knows the behaviour patterns of regular guests and issues instructions to the different teams within the department
- Handles guest complaints if they have not been dealt with by team members
- Develops trust, openness and team spirit within the department
- Involves and motivates his/her teams
- Ensures headcount matches the level of activity
- Recruits the Heads of Department under his/her responsibility
7
Experience For Rooms Division Manager Resume
- Carries out annual performance appraisals on the people directly under his/her responsibility, sets targets and provides support for career development
- Supervises and coordinates the departments: ensures they are well organised and run smoothly
- Respects and ensures respect of labour regulations
- Optimises the hotel's occupancy rates and develops associated services
- Ensures that all sales made comply with the sales policy as defined by the brand and the hotel
- Plays an active role in the marketplace policy
8
Experience For Rooms Division Manager Resume
- Is actively involved in the local area to keep up-to-date with the needs
- Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence
- Drive change and implement continuous improvement
- Hands on comprehensive knowledge of all of the above disciplines of Front Office operations
- Monitor and support the Guest Recognition Program
9
Experience For Rooms Division Manager Resume
- Monitor and ensure compliance with SOP’s in Rooms Division
- Prepare department managers for succession through development of their need areas
- Fluency in English & Russian
- To provide leadership and direct operations to ensure Front Office, Housekeeping, Laundry and Reservation teams achieve their goals and contributes to the guest experience and overall profitability of the hotel whilst maintaining Jumeirah Brand standards
- To be responsible for the entire Front Office operation including Reception, Guest Relations, Housekeeping, Laundry, Concierge and Telephones. Ensures high level of guest satisfaction as well as for the financial results of the department with a focus on controlling the expenses and ensuring maximum room revenues are achieved
- Along with Director of Operations to ensure JCH has a clear Rooms Division financial strategy that is in line with the Company policies and to ensure the consistent implementation of this strategy
10
Experience For Rooms Division Manager Resume
- Closely monitor the profitability of all Rooms Division departments and provide solutions to improve problem areas and assists in implementing corrective measures
- Work with Head Housekeeper to ensure standards are adhered to and exceeded where possible and relationship with Transguard (external contractor) is maintained
- Work with Asst Laundry Manager to ensure standards are adhered to and exceeded where possible and revenue generation activities are driven
- Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand’s loyalty scheme
- Implements brand and Group projects and identity features (@ll the keys to the city, service certification for France and A/Club etc)
- Ascertain guests’/employees’ needs and comply with such to ensure guest/employee satisfaction
List of Typical Skills For a Rooms Division Manager Resume
1
Skills For Rooms Division Manager Resume
- Core knowledge & experience within housekeeping and front office is essential
- Experience of working with high volume occupancy levels
- Pre Opening Experience
- Is responsible for good financial and qualitative results for the department
- Previous experience within a 5 hotel is desired
- Previous managerial experience is essential
2
Skills For Rooms Division Manager Resume
- Rooms’ management experience
- Organises the receptionists and welcomers for optimal effectiveness
- Takes part in or validates the recruitment of all team members
- Validates the annual performance appraisals carried out by the Heads of Department (reception and floor departments)
- Previous experience in a similar size and style property
- Ensuring every day is a Learning day for your team and delivering opportunities for development for all staff within your area of responsibility
- Housekeeping (Rooms Attendants, Public Area, Linen Room, Laundry, Turn Down, and Night Team.)
- Ensuring the highest level of customer service are delivered by the team consistently in all areas
3
Skills For Rooms Division Manager Resume
- Controls manning levels and efficiency in department including holiday planning, duty rosters and special events
- Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings)
- Take ultimate responsibility for the credit of all in-house guests ensuring that all colleagues are following the JCH and JI Finance Credit procedures
- Work closely with the Reservations Manager on the selling strategy ensuring that yield is maximized at all times
- Handle customer complaints and feedback according to Jumeirah standards ensuring complaints are recorded when necessary
- Provide constant coaching, counselling and discipline to colleagues to ensure their capability to meet the needs of the customer and the organization
4
Skills For Rooms Division Manager Resume
- Ensures all employees are trained on specific aspects of their job and are aware of all resources to assist them in problem solving
- Provides orientation for new employees and ensuring all information is entered into computer
- Proactively involves others in problem solving and a confident decision-maker
- Handles all verbal and written guest feedback along with the team to ensure maximum guest satisfaction while protecting the company interests
- Modifies working methods to comply with brand philosophy
- Prepares the marketing and commercial action plan for the hotel
- Keeps close track of what the competition is doing
- Conduct weekly Rooms Division meeting
- Monitor Front Office, reservations and housekeeping personnel to ensure guests receive prompt attention and personal recognition
5
Skills For Rooms Division Manager Resume
- Monitor cashiering procedures and any related problems closely and in coordination with the Finance department
- Determine the necessary competence for colleagues and provide training or other actions to satisfy these needs
- Monitor the staff’s interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
- Administer pay increases according to length of service, performance evaluation and hotel policy standards
- Facilitate divisional and departmental strategic planning meetings
- Monitor and facilitate all internal defect reports relating to rooms division
- Work with appropriate departments in setting future rates and special packages
- Be a daily coach/mentor with any problem solving team meetings and with all contact with any hotel staff
6
Skills For Rooms Division Manager Resume
- Successfully complete Manager on Duty training
- Ensures constant communication takes place between employees, supervisors and management
- Helps direct supervisors to achieve their own development goals
- Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns
- Is in charge of the organisation and quality of Reception, Room Service and Floor services offered to guests
- Helps define and implement hotel strategy
- Seek to inspire and develop the team
- Ensure efficient organisation of Room Division
- Anticipate guests 'preference by extending high standard of services, in same time ensures that all brand reference guidelines are correctly applied at all times
7
Skills For Rooms Division Manager Resume
- Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results
- Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates
- Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results
- Solicits associate feedback, utilizes an “open door policy” and reviews associate satisfaction results to identify and address associate problems or concerns
- Demonstrating Leadership - Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example
8
Skills For Rooms Division Manager Resume
- Managing Daily Operations of the Area or Department - Managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
- Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
- Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance
- Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
- Experience in the coaching and development of a Professional Management team
- Continuously strives, with the team, to provide the Ultimate experience to all guests
- Monitoring and Communicating Customer Recognition/Service - Implementing the customer recognition/service program, communicating and ensuring the process
9
Skills For Rooms Division Manager Resume
- Develops and maintains co-operative working relationships
- Computer literate (Windows environment), PMS, Opera, Tars online and an aptitude for new technologies
- Works under pressure without negative impact
- Initiates contact and establishes rapport easily
- Influence others to achieve common goals
10
Skills For Rooms Division Manager Resume
- Has the ability and willingness to undertake further development
- Front Office (Reception, Phones, Concierge, Porters, Doormen & Night Team)
- Monthly P&L budget lines
- Proactively anticipate guest needs and plans guest stays along with the team to surpass guest expectations
- Conducts suite inspection for guest preference and monitors service delivery standards in all guest service departments including Reservations, hotel lobby, butler service and switchboard
- Manages the welcome and farewell experience for all guests in the lobby
- Ensures full complies with all Leading Quality Assurance, IFH, AMEX FH&R Virtuoso, Signature standards
- Welcomes VIP guests to the hotel and alert EAM, HM and GM for special VIPs and Royal family members bookings
List of Typical Responsibilities For a Rooms Division Manager Resume
1
Responsibilities For Rooms Division Manager Resume
- Input and access information into property management system
- Work 10-15 hours per day, 5 to 7 days per week
- Motivate hotel staff and maintain a cohesive team
- Enforce the hotel’s standards, policies and procedures with hotel staff
- Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business
2
Responsibilities For Rooms Division Manager Resume
- Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to divisional standards; rectify any deficiencies with respective personnel
- Is in charge of the organisation and quality of all services offered to guests
- Ensures the application of hygiene, safety and environment regulations
- Monitor the day to day show around requests conducted by the guest service team
- Efficiency and Profitability
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