Director of Rooms

THIS JOB IS LOCATED ON-SITE IN KANANASKIS, AB.

Experience the Kananaskis Mountain Lodge here: https://vimeo.com/261927699

Reports to: Resort Manager

Achieving Excellence:

The Director of Rooms plays a pivotal leadership role in overseeing the Rooms Division at lifestyle resort, ensuring seamless operations across Front Desk, Bell team, Guest Activities & Pool operations, Concierge, and Housekeeping. This role is crucial in maintaining exceptional guest service, driving financial performance, and fostering a high-performing team culture.

Key Focuses

Strategic Leadership & Operations Management

• Oversee the Rooms Division, ensuring all departments exceed brand standards and guest expectations
• Conduct regular inspections of guest rooms and public areas to uphold luxury service standards
• Facilitate clear communication across teams, ensuring guest requests and operational concerns are promptly addressed
• Lead cross-departmental collaboration with Reservations, Sales & Events, Nordic Spa, Engineering and F&B to ensure a consistent guest experience

Financial Oversight & Revenue Management

• Collaborates with the Revenue Management to optimize room inventory, pricing strategies, and occupancy levels on a day to day basis
• Develop and manage divisional budgets, controlling labor expenses and operational costs while maximizing revenue
• Utilize business intelligence and property management systems to drive financial success and forecasting

Team Leadership & Development

• Recruit, train, and mentor staff to uphold Marriott Brand Standards, Pomeroy Resorts service standards and operational excellence
• Conduct performance evaluations, manage disciplinary actions, and ensure continuous staff development
• Lead pre-shift meetings, coaching sessions, and training programs alongside the People & Culture team

Guest Experience & Satisfaction

• Ensure strict compliance with reservation policies, guest experience standards, and service resolution protocols
• Coordinate with other departments to ensure a seamless guest experience
• Respond proactively to guest requests, complaints, and feedback, implementing corrective actions where necessary
• Lead the GER program, ensuring immediate attention to operational issues

Strategic Planning & Innovation

• Work closely with the Resort Manager on property improvement plans and strategic initiatives
• Utilize advanced property management technology to streamline operations and enhance profitability
• Participate in key leadership meetings such as daily briefings, Catering Agenda, Operational planning and Executive Team meetings
• Stay ahead of industry trends, identifying opportunities for products and services

Safety, Security, & Compliance

• Take immediate action to ensure the safety, security, and well-being of guests and employees
• Maintain compliance with health, safety, and luxury brand standards
• Regularly assess guest feedback and service trends, implementing improvements for a world-class experience

Soft Skills

Critical Thinking: Apply critical thinking and problem-solving skills to address challenges and make informed decisions. Analyze data and trends for opportunities and innovation, adapting strategies to changing circumstances and market conditions.

Interpersonal Skills: Demonstrate strong communication, active listening, empathy, and collaboration to build effective relationships with guests, staff, and stakeholders. Show social awareness and cultural sensitivity to provide personalized and respectful guest services. Regularly engage with guests and staff to understand their needs and concerns.

Drive for Results: Demonstrate unwavering tenacity and commitment to achieving goals, fostering alignment, and elevating performance across all departments. Exhibit a proactive attitude, consistently seeking opportunities to enhance operational efficiency and enrich the guest experience. Uphold high standards for performance, holding team members accountable for delivering exceptional results.

Impact & Influence: Assume full accountability for the operational performance, adeptly managing performance metrics, and resolving conflicts with efficacy. Comprehend organizational dynamics and harness collaboration to cultivate a cohesive and productive team environment. Influence and inspire staff to achieve their utmost potential, aligning their efforts with the resort's vision and goals.

Lives the Core Values

• Understands that their people are their customers and does not fail to keep promises
• Personal communication, interactions, and behaviour support all five of the organization's core values

Experience/Passions/Education

• Leadership Excellence: A minimum of 5 years of leadership experience in Rooms Division (Front Office & Housekeeping) with a deep understanding in lifestyle luxury or luxury resorts and guest-centric service principles
• Financial Acumen Strong ability to analyze and interpret financial data, create budgets, and manage financial performance to meet targets
• Operational Expertise: Demonstrated success in managing luxury lifestyle luxury resort operations to achieve efficiency and profitability
• Relationship Building: Skilled in managing relationships with internal and external stakeholders, including franchisees and brand partners
• Communication Skills: Strong written and verbal communication skills, with the ability to effectively convey messages to diverse audiences

Amazing Perks:

• Marriott Employee Travel program providing you with discounted room rates and food and beverage discounts at any of Marriott's chain of hotels
• Food and Beverage discounts at ALL 6 of our dining outlets
• Growth and development opportunities, both personal and professional
• Health and Wellness benefits (some restrictions may apply)
• Discounted access to our Nordic Spa*
• Discounted Ski Pass and Golf rates*
• Kananaskis Parks Pass

*Season Availability, subject to cut-off dates.

Apply now or visit us to learn more information at www.livetheadventure.ab.ca