Director of Rooms

FILINVEST COMPANY : QUEST PLUS CONFERENCE CENTER MANILA Position Summary : As the Director of Rooms, you will play a pivotal role in creating unforgettable guest experiences while driving operational excellence across all room-related departments. Your leadership will span the Rooms Division including Front Office and Housekeeping Department ensuring that each touchpoint with our guests exemplifies personalized attention, warmth, and impeccable service. With a strong emphasis on guest experience, you will champion a culture of customer centricity, where exceeding expectations becomes the standard. By fostering seamless collaboration across departments, you will elevate every aspect of our guests stay, from check-in to check-out, creating moments of delight that resonate with the discerning traveler. Operational excellence will be at the heart of your role, where you will ensure the highest standards of efficiency, quality, and attention to detail in all processes. You will drive internal initiatives that focus on people management, nurturing talent, and fostering an empowered team culture. Your expertise in cost management and resource optimization will ensure a balanced approach to delivering luxury experiences while maintaining financial prudence. Your ability to align guest satisfaction with operational strategy will not only strengthen our reputation as a premier destination but also reinforce our commitment to providing world-class hospitality that leaves a lasting impression on every guest. Scope and Responsibilities : REVENUE MANAGEMENT : Strategic Pricing : Collaborate with the Director of Sales and Marketing to analyze market trends and implement pricing strategies that maximize room revenue, optimize Average Daily Rate (ADR), and increase Revenue Per Available Room (RevPAR). Inventory Optimization : Oversee room inventory allocation to maximize occupancy and profitability while maintaining an optimal guest experience. Forecasting : Develop accurate short-term and long-term revenue forecasts, incorporating demand patterns, booking trends, and market conditions. Channel Management : Optimize the performance of distribution channels (OTAs, direct bookings, GDS) to reduce acquisition costs and enhance profitability. Upselling Strategies : Lead upselling initiatives across guest touchpoints and identify opportunities to bundle rooms with other services (e.g., gym, spa). FINANCIAL DISCIPLINE : Budget : Develop and monitor the Rooms Divisions annual budget, ensuring alignment with overall hotel financial goals. Cost Control : Implement strategies to manage departmental costs, such as labor, inventory, and supplies, while maintaining 5-star service standards. Profitability Monitoring : Track and analyze financial performance metrics, including GOPPAR (Gross Operating Profit Per Available Room), to identify areas for improvement. Operational Efficiency : Streamline processes to control overhead, and ensure cost-effective operations across all room-related departments. DATA ANALYSIS AND REPORTING : Performance Metrics : Regularly review key performance indicators (KPIs) such as RevPAR, ADR, Occupancy, and Cost Per Occupied Room. Actionable Insights : Utilize data to identify trends, opportunities, and risks, and implement strategies to capitalize on them. Reporting : Prepare and present revenue and financial reports to senior management, highlighting achievements and recommending corrective actions as needed. DISTRIBUTION CHANNEL OPTIMIZATION Collaborate with the sales and marketing teams to ensure effective use of distribution channels, including OTAs, brand websites, and direct bookings. Drive initiatives to reduce the cost of customer acquisition by promoting direct booking channels. Regularly review the performance of distribution channels and suggest adjustments for better yield OPERATIONAL LEADERSHIP : Develop and implement operational strategies and policies for the Rooms Division to ensure high levels of service delivery and guest satisfaction. Monitor daily operations and proactively address any service delivery issues to ensure consistency and efficiency. Collaborate with other departments to align overall hotel operations and maximize guest experiences. Efficiency Management : Ensure smooth, cost-effective, and guest-focused operations across all Rooms Division areas while adhering to the highest standards of service quality. Crisis Management : Implement robust procedures for managing guest concerns, operational challenges, and safety issues. GUEST EXPERIENCE MANAGEMENT : Lead initiatives to enhance guest engagement and satisfaction levels through personalized service and attention to detail. Oversee the guest feedback process, addressing concerns promptly and driving continuous improvement based on insights gained. Ensure the hotels standards for cleanliness, safety, and comfort are consistently met or exceeded. Complaint Resolution : Act as the ultimate escalation point for guest concerns, ensuring swift, empathetic, and effective resolutions. Feedback Integration : Leverage guest feedback and market trends to continuously refine service offerings. STRATEGIC COLLABORATION : Cross-Departmental Synergy : Work closely with the entire operations and other departments to ensure the seamless delivery of the guest experience. Innovation Initiatives : Drive innovation by introducing technologies and processes that enhance service efficiency and sustainability. Brand Alignment : Ensure all departmental operations reflect the brands core values and luxury positioning. AUDIT : Compliance Management : Ensure compliance with hotel policies, brand standards, and local regulations across all rooms-related departments (Housekeeping, Front Office, Reservations, etc.). Conduct regular internal audits to preemptively identify gaps and areas for improvement. Implement corrective actions based on audit findings and ensure adherence to SOPs. Process Optimization :

• Streamline operational workflows to minimize errors, inefficiencies, and delays. Utilize data analytics and guest feedback to improve room-related services. Training and Development : Train teams on audit requirements and compliance-related best practices. Develop leaders within the department who can champion operational excellence and ensure consistent implementation of quality standards. Documentation and Reporting : Maintain accurate records for operational and financial audits. Prepare for external audits by aligning all documentation and processes with requirements. ACHIEVING TRUST YOU SCORES Oversee guest touchpoints in the Rooms Division to ensure a seamless and exceptional experience. Monitor and address guest feedback from platforms like TrustYou, ensuring swift resolution of issues. Personalize services to meet or exceed guest expectations, contributing to positive reviews. Conduct regular room inspections to ensure cleanliness, maintenance, and adherence to brand standards. Partner with Engineering and Housekeeping teams to maintain facilities and address issues proactively. Set clear performance goals related to guest satisfaction and TrustYou Scores. Encourage a guest-first culture among team members, emphasizing accountability and attentiveness. Introduce innovative amenities or services to elevate the guest experience and gain competitive advantage. Leverage technology to improve guest convenience, such as app-based check-ins, chat support, or preference tracking.