Department: Hotel & Property
Reports to: Hotel General Manager

Job purpose

A Director of Rooms is responsible for ensuring the smooth operation of guest services, valet services, concierge and uniformed services, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner. The Director of Rooms is also overall responsible for providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employee.To perform the human resource function in ensuring staff selection, training, counseling and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction. Promotes the desired work culture around the five core values of Trust, Integrity, Respect, One Team and Service of the Nagaworld Phnom Penh Hotel Hotels Group and the brand ethos.

Duties and responsibilities

Monitor and Oversee Financial Management of the Department

  • Strategic/Business Plan development, updating and monitoring;
  • Ensures development of annual budget and cost management, within the context of Reservation, Hotel Revenue, Maintenance, House Keeping and Front Office operations.

Manage the Staff

  • Ensures appropriate staffing consistent with needs and within the constraints of the organization’s physical and financial resource;
  • Recruits, selects, orients and develops staff to meet standard performance;
  • Plans, organizes, directs, coordinates the Hotel Operation’s work plan, assigns projects and programmatic responsibilities, reviews and evaluates work methods and procedures, meets with staff to identify and resolve problems.

Develop, Plan and Deliver Programs and Services

  • Monitors hotel operations personnel to ensure guests receive prompt, cordials attention and personal recognition;
  • Supervises the Hotel Operations team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue;
  • Monitors Hotel Operations team, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition;
  • Promotes Inter-Hotel sales and in-house facilities and monitors Front Office Marketing techniques in line with FIT marketing program;
  • Maintains inter-departmental relationships to ensure seamless customer service;
  • Assumes overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained;
  • Schedules and regularly conducts routine inspections of areas under his/her control;
  • Maintains knowledge of credit policies and procedures and liaises closely with Finance Department to ensure that credit procedures are properly carried out;
  • Knows system recovery procedures;
  • Interprets computer reports;
  • Compiles statistics for front office and provides reports relating to that area;
  • Continually checks the accuracy of room count;
  • Approves upgrades and special amenities;
  • Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees;
  • Conducts comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information;
  • Communicates to the Hotel General Manager of his/her delegate all information likely to be of interest to them such as the expected arrival and departure of VIPs and all other pertinent information;
  • Maintains all procedures and adheres to them within the Nagaworld guidelines; in particular with emphasis on hotel credit policy;
  • In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat, Cyclone Warnings, etc.;
  • Prepares efficient work schedule for Hotel Operations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures;
  • Works with the Head of Human Resources and Hotel General Manager to ensure the departmental performance of staff is productive. Duties include:
    • Plans for future staffing needs;
    • Recruits in line with company guidelines;
    • Prepares detailed induction programs for new staff;
    • Maintains a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation;
    • Ensures training needs analysis of Hotel Operations staff is carried out and training programs are designed and implemented to meet needs;
    • Conducts probation and formal performance appraisal in line with company guidelines
    • Maintains up to date staff records and approves leave requests etc.;
    • Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance;
    • Regularly communicates with staff and maintains good relations;
  • Works with Finance and Business Manager in the preparation and management of the department’s budget. Duties include:
    • Co-ordinates the preparation of the departmental annual budget;
    • Manages the Department’s expenses;
  • Demonstrates Awareness of OH&S policies and procedures and ensures all procedures are conducted safely and within OH&S guidelines and ensures your direct reports do the same;
  • Be aware of duty of care and adheres to occupational, health and safety legislation, policies and procedures;
  • Be familiar with property safety, first aid and fire and emergency procedures and operates equipment safely and sensibly;
  • Initiates action to correct a hazardous situation and notifies supervisors of potential dangers;
  • Logs security incidents and accidents in accordance with hotel requirements.

Qualifications

  • Master Degree or equivalent education required
  • At least 10 years of progressive experience in a international hotel chain or luxury hotel
  • Computer literate
  • Possess good English communication, Chinese is a plus

Working conditions

This position may require extended working hours and may include evenings, weekends and public holidays.

Direct Reports

Any person(s) nominated by management.

How to apply

Please submit CV, highlighting job position to careers@nagaworld.com
Talent Acquisition – Group Human Resources
NagaWorld® Limited
Samdech Techo Hun Sen Park, Phnom Penh, Kingdom of Cambodia.

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