Company & Property Description
Whether traveling on a ski trip to Aspen, or taking a romantic escape in Santorini for a special anniversary, it is the simple things that are most important to the guests of Auberge Resorts Collection.  At Auberge, we offer the opportunity to create personal memories and stories; tasting freshly picked fruit in Cabo San Lucas, horseback riding with a local cowboy in Costa Rica, or planting coral gardens in the South Pacific. People who know us, choose to return for shared experiences that connect them to local cultures and which will be forever embedded in their soul.

Role Summary

Core Responsibilities
Please note that this is not an exhaustive list of everything that needs to be done!  Within the Auberge family, our people always find new ways to look after the business, their guests, and their team-mates.   Within this, the key responsibilities for this position are:

The Director of Rooms is responsible for the performance of the Rooms Division, including Front Office, Guest Services, and Housekeeping.  Uses leadership skills to maximize profit, develop team members and ensure quality standards are met or exceeded. Effective management of colleagues to ensure achievement of overall financial results, guest satisfaction and positive team member relations. 
  • Ensure all staff are compliant with company standards. Completing Quality Audits and Room Inspections for Rooms Division regularly.

  • Maintain complete knowledge of and ensure staff's compliance with all Hotel policies and procedures. Updating and improving policies and procedures as necessary. 

  • Maintain guest satisfaction standards, monitor and react to trends; handle customer service issues

  • Preparation of action plans as directed by management

  • Daily reviews of operating outcomes (including corrective action if required)

  • Respond and resolve guest requests, complaints, or questions in a courteous and timely manner.

  • Work with travel agents and travel sites like Virtuoso, Expedia, and Tour mappers.

  • Achieve budgeted revenues and expenses and maximize profitability related to the Front Office, Guest Services, and Housekeeping departments

  • Develop short- and long-term financial and operational plans for the Front Office, Guest Services and Housekeeping departments that relate to the overall objectives of the hotel.

  • Control payroll and direct expenses in line with the budget/forecast and varying levels of business 

  • Participate in weekly forecasting and scheduling activities

  • Provide assistance in developing the annual hotel budget as it relates to the Rooms Division

  • Maintain and correct procedures for credit control, financial transactions, security of financial assets, and guest security.

  • Be an ambassador for Auberge Resorts Collection properties and role model to Team Members. Maintaining a climate that attracts, retains and motivates top quality Team Members. 

  • Train, supervise, support, develop, and guide Rooms division colleagues. (Front Desk, Porter, Night Audit, Housekeepers, Housemen, Housekeeping Supervisor, Housekeeping Manager, and Guest Relations Manager.) Support Rooms Division Colleagues with daily tasks and needs. 

  • Conducts daily briefings with other management and departmental staff as needed to obtain optimal results.

  • Plays an active role in leading daily team meetings and monthly departmental meetings to ensure proper communication and planning occurs.

  • Participate in the Executive committee including sharing and communicating knowledge and by attending weekly or monthly meetings.

  • Ability to accurately use various office, property management systems and accounting software.

  • Maintaining high visibility with associates and guests, assists other departments as necessary

Required Qualifications
  • Bachelor’s Degree or Diploma in Hotel Management or equivalent in experience

  • In-depth knowledge of luxury hotel operations, with a relevant number of years’ experience as a Senior Supervisor or Operations Manager and a particular focus on Rooms Division Management.

  • Quality driven with a passion for excellence, must possess extraordinary leadership, communication and organizational skills

  • Passionate about delivering the very best service for Guests, is confident, calm, approachable, professional way.

  • Good knowledge of health & safety, quality assurance, hiring and training procedures. 

  • Flexible work hours to meet the demands of a busy hour operation.

  • Ability to communicate orally and in written form to guests, management and staff

  • Set an example of excellence as a leader.

  • Computer competency, superb organizational skills and thorough follow through.

What Else?
At Auberge, we are passionate about our mission to be the best loved operator of one-of-a-kind luxury properties and experiences.  We are storytellers and story-makers, delivering simple pleasures and creating indelible memories. Born in Napa and inspired by the most relaxing places in the world, we prize simplicity, comfort and beauty.  Whatever role we play in Auberge, and wherever we reside and work, we all live by the view that our core purpose is to enrich people’s lives.

If that philosophy resonates with you and you feel that our approach is aligned with your own passions and beliefs, then please talk to us about becoming part of our family.

Department: Guest Services
This is a management position
This is a full time position

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