ABOUT US:
From the hacienda-style architecture to the lush gardens and scattered artwork, Estancia La Jolla is a true Southern California escape. This former ranch dates back to the late 1800s, a history the property celebrates and honors. In Estancia's 210 casually elegant rooms and suites, this AAA Four Diamond boutique hotel feels like home.
THE JOB:
The Director of Rooms is responsible for oversight of the whole Rooms Operations, Front Desk, Housekeeping, and Security, ensuring the delivery of quality service as defined by Noble House Hotels & Resorts. The Director of Rooms will inspire associates to exceed expectations for Guest Services, Front Office, Housekeeping, and Security. Overall responsibilities include room type management, training & development, team member relations, and day-to-day supervision in partnership with Front Office, Housekeeping, and Security Leadership.
YOU:
To be successful in this position, we're looking for an amazing people connector who thrives on creating experiences and problem-solving. This role as the Director of Rooms requires skills such as patience, empathy, and a desire to provide excellent service for our guests.
Our CULTURE:
Be part of our award-winning team named TOP Workplace in San Diego 2022-2025 and TOP Workplace USA 2023-2025 by our Team Members. Estancia La Jolla is a part of Noble House Hotels and Resorts, offering a collection of luxury hotels and resorts in the Americas. To provide our guests with exceptional service and the most memorable experiences, we look for team members who share our core values. The people who best fit Estancia La Jolla are sharp, hardworking team players. We are looking for candidates with experience in having fun!
The OFFER:
In return, we offer competitive pay, health insurance benefits, Team Member and Family & Friends hotel and restaurant discounts within the Noble House Hotel & Resorts family, Matching 401k (After 1 year), On-Demand Pay (Earned wage access before payday!) PTO, Complementary Parking, and Meals.
Five (5) or more years of experience in a rooms operational position
Previous management experience required
High level of computer literacy
Requires the ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provide a high level of service.
Must have excellent customer service/communication skills to work with guests and provide a high level of guest satisfaction.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Respond to all guest requests, problems, complaints, and/or accidents arising in person or through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline all Rooms Division personnel according to hotel standards.
Prepare and conduct all front-of-house Rooms Division interviews and follow hiring procedures. Actively support Human Resources with recruiting efforts. Ensure that all managers comply with the standards in their interviewing and hiring procedures.
Develop and support team member morale and ensure training of the Rooms Division department.
Maintain a professional working relationship and promote open lines of communication with managers, team members, and other departments.
Monitor and ensure sign-off of all service standards and training for the rooms division team members.
Monitor oversold dates to ensure the maximization of room revenue.
Tour rooms, operating departments daily, greeting employees, and soliciting feedback.
Maximize room revenue and occupancy by reviewing the status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count. Monitor the selling status of the house daily, i.e., flash report, allowances, etc.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
Continuously monitor inventory levels and adjust ordering to maintain appropriate par levels across all items needed.
Conduct weekly Rooms Division meeting, including a monthly financial review.
Monitor labor expenses through the schedule approval process and ensure budgeted productivity.
Prepare department heads for succession through the development of their need areas.
Prepare the Rooms Division annual budget.
Operate all aspects of the Front Office operating systems, including software maintenance, report generation and analysis, and simple programming.
Assist in the preparation of revenue and occupancy forecasting.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Ability to work on AM, PM, weekend, and holiday shifts as required by operational needs.
Ability to stand and walk for long periods of time
Ensure overall guest satisfaction.
The ideal candidate will have:
Experience within a hotel/resort environment
At Estancia La Jolla Hotel & Spa, we take pride in supporting our initiatives towards Diversity, Equity, Inclusion, and Accessibility. We have established a hotel committee to bring together a variety of thoughts, perspectives, and expressions – and we would love for you to share yours with the team!
If you enjoy being a part of a team, providing an excellent experience for our guests, and meeting new people, we invite you to apply!
Estancia La Jolla Hotel & Spa is an equal opportunity employer M/F/V/D
EEO Statement
Noble House Hotels & Resorts are proud to encourage and support an environment where everyone can be a successful team member (come as they are) as their true authentic self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team (rooted in family) and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities, and job performance.