Director of Rooms

at  The Montcalm London Marble Arch

OVERVIEW

Montcalm Collection are looking for an ambitious, dynamic and passionate Director of Rooms for our newly refurbished luxury hotel Montcalm Marble Arch. The Director of Rooms will embody our core values: belonging, sensitivity, wellbeing, changemaking and sustainability and ensure smooth, efficient and seamless operation of hotel outlets. They will lead and oversee all aspects of guest experience across all divisions with keen in providing luxury experience from pre-arrival to post-departure.
Join our amazing and diverse team and grow your career with Montcalm Collection. You will help to shape the Montcalm Collection’s next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

REQUIREMENTS AND SKILLS

• Proven experience working in a similar position hotel, particularly in luxury hotels (minimum of 5 years preferred)
• Strong leadership skills with the ability to inspire and manage a diverse team.
• A deep commitment to delivering exceptional guest experiences.
• Experience in using hotel management software like Opera.
• Strong organisation and multi-tasking skills
• Strong interpersonal and communication skills to effectively interact with guests, staff, and stakeholders.
• High level of attention to detail to ensure quality and consistency.
• Excellent problem-solving skills and the ability to handle difficult situations with professionalism.
• Confidence interacting with guests and team members
• The ability to work independently
• Ability to adapt to changing circumstances and manage multiple priorities.
• A positive mindsetA genuine passion for working in hospitality and luxury hotels.

Director of Rooms shares the overall responsibility for the health, safety, and welfare of employees, guests, and visitors of the hotel with the Hotel Manager. They will ensure that licence, award and insurance agreements are respected, with adequate procedures and trainings in place and responsibilities clearly defined.

This role requires an exceptional attention for details, proactive and hands on approach and operational knowledge of all hotel outlets. A “CAN DO” attitude is essential, along with decision-making skills and the ability to work effectively in a collaborative environment to drive business growth and enhance the hotel’s brand visibility in the luxury market.

• Be effectively present during peak business times. Maintain a visible presence during peak times to interact with guests, address their needs, and resolve any issues promptly.
• Oversee guest services operations to ensure guests have a memorable and seamless experience from pre-arrival to post-departure.
• Implement and monitor standards for personalised guest service, ensuring guests feel recognized and valued.
• Ensure front office provides guests with high levels of guest satisfaction by ensuring a prompt service and, professional attention and personal recognition.
• Ensure strong attention to detail with regards to the overall hotel presentation, both internally and externally.
• Foster and nurture a great working environment for teams to thrive – connect departments to create a sense of one team.
• Establish and maintain standards for all aspects of the rooms division, conducting regular inspections and audits.
• Identify areas for improvement and implement changes to enhance guest satisfaction and operational efficiency.
• Prepare for and attend meetings regarding guest satisfaction, service training, and other related topics.
• Prepare and submit statistical performance and forecast analysis and reports as required.
• Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk
• Fully analyse guest satisfaction data and develop and implement plans to achieve established goals.
• Ensure compliance with all health and safety regulations, implementing policies and procedures to maintain a safe environment for guests and staff.
• Ensure that staff is trained train staff on emergency procedures and crisis management plans.
• Be an ambassador of professionalism during unexpected situations, working together to complete tasks.