Director of Rooms

Company Overview

Proper Hospitality is an international hospitality company that designs, brands and operates bespoke properties and experiences. Our eponymously-named Proper Hotels are located in emerging urban innovation districts within the most exciting U.S. cities, including San Francisco, Los Angeles, Palm Springs, and Austin. Each Proper Hotel is a unique reflection of the vibrant community around it, and shares the same excellence in service, convenience of location, and world-class amenities provided by its local networks of co-conspirators – innovators in food, beverage, technology, art, music, fashion and wellness.

Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn’t proper. We are seeking out the “best of the best” from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced, but rewarding above all.

What follows is a general overview of some of the qualifications for, and duties associated with, this position, and certain expectations regarding job performance. This is not a comprehensive job description, and it does not identify all essential job functions or duties associated with this position. It is being provided as additional information to help you better understand the position.

JOB DESCRIPTION

San Francisco Proper Hotel is seeking a motivated, service-driven Director of Rooms.  This position requires exceptional leadership and vision.  

• Responsible for all front office and housekeeping functions and colleagues as well as Security and Valet teams.
• Areas of responsibility include Bell/Door, Front Office Operations, Housekeeping, Valets, and Security, as applicable.
• As a department head and Executive Team member, directs and works with managers and colleagues to successfully execute all front office operations, including guest arrival and departure procedures.
• Ensures management of Daily Housekeeping services and upkeep of all areas.
• Works to establish a safe and secure environment for all guests and colleagues.
• Strives to continually improve guest and colleague experience and maximize the financial performance of the department.

CORE WORK ACTIVITIES

Leading Front Desk, Housekeeping, Valet and Security Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages colleagues. Manages all day-to-day operations. Understands colleague positions well enough to perform duties in colleagues' absence.
• Establishes and maintains open, collaborative relationships with colleagues and ensures colleagues do the same within the team.
• Ensures recognition of colleagues is taking place across areas of responsibility.
• Communicates performance expectations in accordance with check list for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.

Managing Front Desk, Housekeeping, Valet and Security teams

• Achieves and exceeds goals including performance goals, budget goals, team goals. 
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Keeps team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
• Supervises and coordinates all activities for luggage attendants, garage valets, bell.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Ensures schedules are posted in time in all areas of responsibility.
• Understands the impact of Front Office and Housekeeping operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.
• Handle guest complaints and verify that all guest issues are resolved.

Managing Security Team

• Protects property and provides a safe work environment for all front of the team.
• Verifies that each officer is briefed on the day’s activities.
• Verifies weekly schedule and ensure all areas are covered.
• Is well aware and involved in all Safety/Security Protocols for the property

Managing Projects and Policies

• Verifies compliance with all Front Office and Housekeeping policies, standards and procedures.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs) and checklists.
• Familiarize with all Marriott Rooms procedures and ensure that Marriott cases are closed promptly without incurring in penalties, and that the team is well versed.
• Monitors with Accounting and Revenue Management that Marriott GRC is filled correctly and monthly.
• Attends Revenue Management Meetings and understand how to manage Rooms Pricing and adjust when necessary and within guidelines.
• Is an active part of Forbes Standards implementation.

Providing Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Supervises and managing colleagues. Understanding colleague positions well enough to perform duties in employees' absence.
• Acts as the “Ambassador” for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers colleagues to provide excellent customer service.
• Verifies that all Hotel areas have an atmosphere that is conducive to the overall guest experience (music, lighting, smell, temperature, etc.)
• Reviews guest feedback and surveys, Trip Advisor comments and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Responds to Trip Advisor, Booking.com comments, and Social Media platforms.
• Observes service behaviors of colleagues and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits colleague feedback, utilizes an “open door” policy to identify and address colleague problems or concerns.
• Verifies colleagues are treated fairly and equitably.
• Manages colleague progressive discipline procedure
• Is an ambassador of Proper Values.

QUALIFICATIONS

• Education: Bachelor’s Degree in Hotel Management preferred.
  
• The ideal candidate will possess a minimum of 5 years Front Office or combination of Housekeeping experience within the lifestyle/luxury sector.
• Must be collaborative, approachable, and visible
• Superior communication and presentation skills, both oral and written
• Well versed in critical thinking, culture awareness and business acumen
• Must have the ability to be an effective listener and problem-solver, working with all stakeholders
• Must have strong leadership skills and the ability to foster high levels of accountability through fair performance management processes
• "Hands-on” leader who enjoys being in the trenches with the operating team
• Must exemplify the highest standards of integrity, honesty and discretion
• Licenses or Certificates:  Responsible Beverage Service Certification Required and California Food Handlers Certificate Required

The right candidate will furthermore be able (and enjoy) to work in a fast-paced work environment where the decision-making process is quick and expedient.

Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Company Overview

Proper Hospitality is an international hospitality company that designs, brands and operates bespoke properties and experiences. Our eponymously-named Proper Hotels are located in emerging urban innovation districts within the most exciting U.S. cities, including San Francisco, Los Angeles, Palm Springs, and Austin. Each Proper Hotel is a unique reflection of the vibrant community around it, and shares the same excellence in service, convenience of location, and world-class amenities provided by its local networks of co-conspirators – innovators in food, beverage, technology, art, music, fashion and wellness.

Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn’t proper. We are seeking out the “best of the best” from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced, but rewarding above all.

What follows is a general overview of some of the qualifications for, and duties associated with, this position, and certain expectations regarding job performance. This is not a comprehensive job description, and it does not identify all essential job functions or duties associated with this position. It is being provided as additional information to help you better understand the position.

JOB DESCRIPTION

San Francisco Proper Hotel is seeking a motivated, service-driven Director of Rooms.  This position requires exceptional leadership and vision.  

• Responsible for all front office and housekeeping functions and colleagues as well as Security and Valet teams.
• Areas of responsibility include Bell/Door, Front Office Operations, Housekeeping, Valets, and Security, as applicable.
• As a department head and Executive Team member, directs and works with managers and colleagues to successfully execute all front office operations, including guest arrival and departure procedures.
• Ensures management of Daily Housekeeping services and upkeep of all areas.
• Works to establish a safe and secure environment for all guests and colleagues.
• Strives to continually improve guest and colleague experience and maximize the financial performance of the department.

CORE WORK ACTIVITIES

Leading Front Desk, Housekeeping, Valet and Security Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages colleagues. Manages all day-to-day operations. Understands colleague positions well enough to perform duties in colleagues' absence.
• Establishes and maintains open, collaborative relationships with colleagues and ensures colleagues do the same within the team.
• Ensures recognition of colleagues is taking place across areas of responsibility.
• Communicates performance expectations in accordance with check list for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.

Managing Front Desk, Housekeeping, Valet and Security teams

• Achieves and exceeds goals including performance goals, budget goals, team goals. 
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Keeps team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
• Supervises and coordinates all activities for luggage attendants, garage valets, bell.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Ensures schedules are posted in time in all areas of responsibility.
• Understands the impact of Front Office and Housekeeping operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.
• Handle guest complaints and verify that all guest issues are resolved.

Managing Security Team

• Protects property and provides a safe work environment for all front of the team.
• Verifies that each officer is briefed on the day’s activities.
• Verifies weekly schedule and ensure all areas are covered.
• Is well aware and involved in all Safety/Security Protocols for the property

Managing Projects and Policies

• Verifies compliance with all Front Office and Housekeeping policies, standards and procedures.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs) and checklists.
• Familiarize with all Marriott Rooms procedures and ensure that Marriott cases are closed promptly without incurring in penalties, and that the team is well versed.
• Monitors with Accounting and Revenue Management that Marriott GRC is filled correctly and monthly.
• Attends Revenue Management Meetings and understand how to manage Rooms Pricing and adjust when necessary and within guidelines.
• Is an active part of Forbes Standards implementation.

Providing Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Supervises and managing colleagues. Understanding colleague positions well enough to perform duties in employees' absence.
• Acts as the “Ambassador” for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers colleagues to provide excellent customer service.
• Verifies that all Hotel areas have an atmosphere that is conducive to the overall guest experience (music, lighting, smell, temperature, etc.)
• Reviews guest feedback and surveys, Trip Advisor comments and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Responds to Trip Advisor, Booking.com comments, and Social Media platforms.
• Observes service behaviors of colleagues and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits colleague feedback, utilizes an “open door” policy to identify and address colleague problems or concerns.
• Verifies colleagues are treated fairly and equitably.
• Manages colleague progressive discipline procedure
• Is an ambassador of Proper Values.

QUALIFICATIONS

• Education: Bachelor’s Degree in Hotel Management preferred.
  
• The ideal candidate will possess a minimum of 5 years Front Office or combination of Housekeeping experience within the lifestyle/luxury sector.
• Must be collaborative, approachable, and visible
• Superior communication and presentation skills, both oral and written
• Well versed in critical thinking, culture awareness and business acumen
• Must have the ability to be an effective listener and problem-solver, working with all stakeholders
• Must have strong leadership skills and the ability to foster high levels of accountability through fair performance management processes
• "Hands-on” leader who enjoys being in the trenches with the operating team
• Must exemplify the highest standards of integrity, honesty and discretion
• Licenses or Certificates:  Responsible Beverage Service Certification Required and California Food Handlers Certificate Required

The right candidate will furthermore be able (and enjoy) to work in a fast-paced work environment where the decision-making process is quick and expedient.

Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.