Director of Rooms

Mandarin Oriental New York is looking for a Director of Rooms to join our hotel and lead our Rooms Division team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based in the Rooms Department in New York City, the Director of Rooms is responsible for, but not limited to, overseeing the overall day-to-day operation, planning, and long-term outlook of the entire Rooms Division and related departments.  The Director of Rooms is responsible for ensuring the smooth operation of guest services, front office, valet services, concierge, housekeeping, laundry, guest relations, and reservations 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 employees.

The Director of Rooms reports to the Hotel Manager. The Director of Rooms will oversee the Director of Front Office Operations and Director of Housekeeping, Director of Guest Relations, Chief Concierge, and Reservations Manager.

As Director of Rooms you will responsible for the following duties:

• Support company's philosophy and company’s culture using Pillars of Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement
• Support company's philosophy and company’s culture using Departmental Legendary Quality Experiences daily to ensure Guest Satisfaction and the achievement of our Mission Statement
• Ensuring total compliance and communication with relevant departments on corporate driven initiatives and goals.
• Prioritize guidance and inspiration on property specific initiatives, projects, and goals by effectively communicating and monitoring progress with the prospective department.
• Provide leadership, support, and prioritize developmental progression of management and line level colleagues.
• Provide coaching and counselling when needed to all Rooms Division Managers
• Ensures FOH and BOH (Housekeeping, Laundry/Valet) Managers are performing their job tasks to the appropriate level of service.
• Responsible for planning, monitoring, and meeting all financial and qualitative objectives for the Rooms Division.
• Actively involved in the capital expense planning of the Rooms Division.
• Work with the Director of Finance to ensure that all monthly expenses, including payroll are accurate and reported timely for month end.
• Attend all weekly EXCO meetings.
• Interviewing, hiring, and terminating FOH and BOH Rooms Division Colleagues.
• Preparing and administering annual colleague reviews and evaluations for direct reports and making sure that Rooms Division reviews are completed on time.
• Work with L&D to ensure that departmental training standards/expectations are in place for all Rooms Division departments.
• Assemble weekly schedules for managerial colleagues to ensure that departments are properly covered based on forecasted business volumes.
• Must respond as the Hotel Duty Manager with security for any “emergency” situation including but not limited to:

• Fire Alarm
• Employee injury
• Guest injury
• Employee conflict with another employee
• Employee conflict with a guest
• Guest conflict with another guest
• Intoxicated/rowdy guests or colleagues.
• Any business continuity plan scenario as per MOHG guidelines
  • Additional duties include but are not limited to:

• Assist FOH and BOH operational departments (Front Office, Guest Relations, Housekeeping, Laundry) areas when needed. 
• Act as a “Manager on Duty” for any department needing assistance.
• Communicate all guest concerns to the appropriate department for follow-up.
• Ensure proper handling of all guest complaints are expeditiously completed with a resolution.
• Communicate all guest concerns to the appropriate department for follow-up.
• Monitor and have knowledge of the rooms inventory and available rooms for arrivals and walk-in guests.
• Ensure guest profile information is acted upon proactively to ensure the guest is thoroughly delighted.
• Monitor the condition and cleanliness of the public spaces and accommodations of the hotel.

The above is not an all-inclusive list of job duties and responsibilities. Mandarin Oriental, New York reserves the right to add, delete, change or modify the job duties and responsibilities described in this job description at its discretion. 

As Director of Rooms, we expect from you: 

• A minimum of 3-5 years in department head position in the rooms department, ideally at a luxury property.
• Must possess excellent knowledge of both housekeeping and front office.
• Must possess ability to coordinate with multiple tasks.
• Must possess ability to develop managers and line level colleagues.
• Computer literacy to include: Microsoft Word, Excel, PowerPoint, Microsoft Outlook, etc.
• Excellent communication skills both written/verbal.
• Problem solver
• Requires high levels of interaction with all members of staff.  Exchanging ideas, information and opinions with others to drive corporate and property level initiatives and arrive jointly at decisions, conclusions and solutions.
• Possess high degree of stamina, agility and flexibility
• Able to present themselves with an uplifting personality as well as presenting a high degree of confidentiality.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Salary and Benefits:

• Salary: $140,000- $155,000
• Bonus Eligible
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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