Job Information
Marriott Director of Rooms 房务总监 in Guangzhou, China
Job Number 24143886
Job Category Rooms & Guest Services Operations
Location The Ritz-Carlton Guangzhou, 3 Xing An Road, Pearl River New City, Tianhe District, Guangzhou, Guangdong, China
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
JOB SUMMARY
Located in the center of Pearl River New City, The Ritz Carlton, Guangzhou is a luxury destination in the Southern China hub. Distinctive services and facilities include 350 guest rooms and 91 Residence, with the Club Lounge and suites and guest rooms newly renovated, as well as five restaurants and lounges, including the signature Cantonese restaurant, Lai Heen, which has received one Michelin star for the sixth consecutive year .The Ritz Carlton, Guangzhou is honored to have received the Forbes Travel Guide Five Star Award for the tenth consecutive year, solidifying its position as the premier hotel in Guangzhou to achieve such prestigious recognition. Immersive experiences. Bespoke service. Commitment to craft. The Ritz Carlton inspires life’s most meaningful moments.
The Role of a Director of Rooms
The Director of Rooms functions as the strategic business leader of the property's Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. The Director directs and controls the activities of the Front office, Club, Housekeeping and Residence. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.
Key Functions
Directly supervises the Department Heads in the departments named above. Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements, and on hotel initiatives. Interviews and trains the staff. Conducts Performance Evaluations and disciplines staff when needed.
Reviews and monitors schedules of staff in all departments in the Rooms Division. Monitors their activities to assure that standards are being met, staff is being supported and guest needs are being met. Routinely inspects all areas of responsibility in the Rooms Division.
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Will resolve complaints in person, by phone or through written message. Develops relationships with return guests, group contacts and other guests in order to provide personalized service.
Assures that financial goals of the division and the hotel are being met. Monitors and controls labor expense, and other divisional expenses such as supplies and equipment. Works closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue. Assists in preparing business forecasts. Prepares Annual Budget for the division.
Education and Experience
High Diploma or Degree holder in Hospitality Management.
Minimum 10 years’ relevant working experience in a sizeable luxury hotel with at least 3 years in similar capacity.
Passion for customer service; clear focus on the customer needs and trends in order to meet customer satisfaction; and creativity and flair to exceed customer expectation.
Proven record in managing hotel projects; good knowledge of financial statement and experience in budgeting.
Excellent leadership skills and mastery in delegating multiple tasks.
Demonstrate the highest level of hospitality and professionalism with guest-oriented and service-minded.
Proactive, well-organized, detail-minded with excellent communication and interpersonal skills and can work independently under pressure.
Excellent command of English, Chinese and Cantonese would be a plus, and hands-on experience in MS Office applications.
Skills & Abilities
Hospitality Management: Understanding the principles of hospitality management, including guest service, front office operations, housekeeping and Residence.
Business Acumen: Knowledge of business operations, including budgeting, forecasting, revenue management, and financial reporting.
Technology: Proficiency in hotel management software systems.
Leadership and Team Management: Ability to lead, motivate, and manage a diverse team, fostering a positive work environment and promoting professional growth.
Customer Service Excellence: Exceptional skills in managing guest experiences, handling complaints, and ensuring guest satisfaction.
Communication: Strong verbal and written communication skills, capable of effective interaction with guests, staff, and external stakeholders.
Problem-Solving: Proficiency in identifying problems, analyzing potential solutions, and making decisive, effective decisions.
Organizational Skills: Aptitude for managing multiple tasks and priorities, scheduling, and ensuring smooth operations across different departments.
Attention to Detail: A keen eye for detail, ensuring all aspects of room and facility presentations meet or exceed hospitality standards.
Adaptability: The ability to adapt to changing situations, guest needs, and industry trends, often with a proactive approach to innovation and improvement.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.