Rooms Division Manager
At 67 miles away, Winter Park is the closest ski resort to Denver. With easy access to 765,000 acres of public land, Winter Park is home to endless adventures. Whether you are looking to have your first taste of a winter season or to build a long-term career, we have something for everyone.
The Rooms Division Manager will be responsible for the day to day leadership of the Housekeeping and Lodging Front Office divisions at Winter Park Resort including Zephyr Mountain Lodge, Fraser Crossing / Founders Pointe, The Vintage Hotel, Parry Peak Lofts and Iron Horse. Direct responsibilities include; front office and housekeeping. Indirect responsibilities include : accounting, lodging administration, homeowner relations, purchasing, inventory management and departmental budget preparation.
The Rooms Division Manager ensures the highest level of guest and owner satisfaction; while maximizing financial performance for the departments. This person will work with each department to ensure a positive employee experience and work environment. The LOM will strive for continuous improvement and innovative services in all areas of the operation and be a key leader and contributor to the Quality Assurance Program (QA).
Salary Pay Rate : $80,000 $85,000
Financial :
- Works with the DLAM to prepare budgets and operating plans for all Housekeeping and Front Desk Depts.
- Works with the DLAM on business plans, growth initiatives, and strategic direction.
- Ensures that the individual BUs are focused on daily labor, expense, and revenue management.
- Prepares Lodging BUs monthly Variance and Forecast Templates.
- Manages Just-In-Time purchasing, maintains inventory systems, and follows ordering / receiving procedures.
- Analyzes and assesses BU(s) capital needs in order to prepare BU(s) capital requests in concert with the DLAM and Lodging divisional needs.
Guest & Owner Services :
Ensures all day-to-day Front Desk and Housekeeping Operations are of the highest quality and according to established SOPs.Ensures BUs are adhering to privacy best practices including Alterra Privacy Policy and Employee Privacy Policy.Reviews and oversees the implementation of all training and development programs in the Front Desk and Housekeeping Departments including QA.Unites Vintage Hotel and Condo staff in the Housekeeping and Front Desk departments by fostering an environment of commitment to one another with cross-training, regular communication, sharing best practices.Ensures that non-negotiable service components are adhered to in all areas of BUs.Strives to exceed guest and owner expectations based on Net Promoter Scores and guest feedback.Works directly with the Homeowner Relations Manager to ensure all owner requests, needs, and issues are addressed within a timely manner.Assists the DLAM with communication to the HOA Property Managers to ensure alignment of service and expectations.Manages all common space at Vintage Hotel to ensure proper cleanliness and procedures are followed. Work with Maintenance as needed.Establish and maintain a positive and mutually beneficial relationship with homeowners.Uses all technology (Zingle, World NXT, etc.) to enhance guest and owner experience and create efficiencies for Front Desk.Uses the Lodging divisional work order system (currently HotSOS) to log all owner / guest requests received and completed or to dispatch appropriate team members.Acts as a coordinator and communications liaison with owners, guests, resort security, and emergency services depending on the situation. Follows all emergency procedures and initiates communication via calling tree as necessary.Develops a detailed knowledge of reservations policies, room locations, types & configurations, and cancellation policies.Work with Marketing and Call Center to ensure proper confirmation and prearrival communication is being sent to guests, including OTAs.Works with the DLAM to ensure key controls are in place and monitored.Analysis and response to guest surveys related to BUs.Employee Experience :
Interview, train, lead, coach, and correct the Management Team for the Front Desk and Housekeeping Departments to ensure they have the skills & tools required to perform their job at the highest level while remaining engaged.Works closely with the Front Office Managers and Housekeeping Managers, to ensure continuity of service, procedures, and employee experience regardless of season, day of week, or time of shift.Provide inspirational leadership by encouraging self-growth and learning while holding the team accountable to personal and professional goals.Ensure Employee Engagement Survey action plan is created and achieved in all BUs.Performs regular one-on-one meetings with direct reports.Communicates Human Resource items in a timely and professional manner.Oversees recruitment and hiring for the Front Desk and Housekeeping Departments.Ensures department scheduling is appropriate for business levels.Manages a safe employee and guest environment and ensures required safety meetings and updates are delivered.Is responsible for the Front Desk and Housekeeping staff following the established uniform and appearance policies and taking corrective action if necessary.Other :
Collaborates with other Lodging divisions within Alterra on best practices and strategies.Conducts all business with the highest level of integrity and professionalism.Complies with all company policies and procedures.Knows the Winter Park Resort Core Values and models them to other employees.Ensures the Quality Assurance program is a primary focus.This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.
Education :
A BA Degree in business, hotel management or hospitality is preferred.Hospitality Industry specific training is necessary component to this position.Experience :
The Rooms Division Manager must have : excellent communication skills in all aspects; professional and appropriate business appearance and presentation; 3-5 years' experience in a comparable position in a similar operation; excellent knowledge of all aspects of Rooms Division Operations; excellent organizational and administrative skills; excellent guest service and problem resolution skills; the flexibility to meet the demands of a 24 hour operation; and the ability to work comprehensively with spreadsheets and budgeting packages.
Qualifications and Skills :
Is honest and demonstrates integrityPractical experience managing Front Desk and Housekeeping departments highly recommended.Absolutely reliable.Personal accountability.Follows established resort policies and proceduresIs able to manage confidential informationReports to work exhibiting a professional appearance within defined guidelinesIs supportive of resort mission and core valuesSets a positive attitude for others to followIs comfortable challenging established policies and procedures, but once decisions are made, is supportive of decisionsHas an eye for detail.Is organized and capable of performing multiple tasksIs trustworthy and self-directed in work tasksEnsures that projects are completed including follow-ups on any identified issues or long-term concernsIs able to handle a fast-paced working environmentIs flexible with days and hours of work, (including early mornings, late nights, holidays and weekends) based on resort needsPrioritizes, and re-prioritizes personal time versus work needs to ensure a good balance in life, and quality of work.Each guest encountered will be acknowledged, thanked and invited back.At the end of the day, you will know you had a positive impact on our guests.Employee will strive to exceed guest's expectations.Fulfills all owner and guest requests in a timely and professional manner.Has strong knowledge of the resort / department, products, services, has experienced many of those products and services.Listens carefully to owner and guest needs and expectations.Anticipates & quickly responds to all owner & guest needs and potential concerns.Communicates with all vendors in a professional manner at all times.Physical Demands and Working Conditions :
This position is required to work evenings, weekends, and holidays as needed.Most work tasks are performed indoors- temperature is moderate and controlled