Director of Rooms

The DoubleTree by Hilton SeaWorld is seeking a Director of Rooms for this premier resort. With over 1,000 rooms, 100,000 square feet of event space, multiple dining outlets, extensive meeting and event spaces and world class recreational amenities, this resort is a destination for travelers from around the world!

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that 'feed your inner explorer', we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• Excellent compensation package
• Operational incentive plan eligibility
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Discounts with our Crescent managed properties in North America for you & your family members

ESSENTIAL JOB FUNCTIONS:

• Creates and executes policies to ensure compliance with brands standards
• Interview, hire, train, recommend performance evaluations, provide open communication and recommend discipline and/or termination when appropriate
• Field guest complaints, utilizing best practices to develop the most effective solutions in negotiating results
• Manage the Room Division budget and staff including front office, valet, express/telephone services, housekeeping and laundry
• Prepare forecast expenses and actual expenses for the Rooms Division revenue and expenses
• Work closely with the General Manager in establishing policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency
• Implement and manage hotel's daily quality process including goal communication, associate improvement, compliance with Crescent standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.
• Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
• Prepare Forecast expenses and actual results for the Rooms Division revenue and expenses. Review Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.
• Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
• Perform any other job related duties as assigned.

REQUIRED SKILLS/ABILITIES:

• A minimum of 5 years senior level operations management in a full-service hotel or resort
• Proficiency in P&L analysis and budgeting.
• Ability to demonstrate the ability to set and achieve very high standards of personalized guest service, while having strong technical skills to drive revenue and yield.