W Sydney is now casting for a Director of Rooms to lead Rooms Division operation including Welcome (Reception), Whatever/Whenever (Guest Services), Wheels (Valet/Porter), Concierge, Style (Housekeeping), FIT (Gym) and AWAY® Spa, alongside responsibility for planning, developing, implementing, and evaluating the quality of the hotel’s guestrooms and suites.
W Sydney is now casting for a Director of Rooms to lead Rooms Division operation including Welcome (Reception), Whatever/Whenever (Guest Services), Wheels (Valet/Porter), Concierge, Style (Housekeeping), FIT (Gym) and AWAY® Spa, alongside responsibility for planning, developing, implementing, and evaluating the quality of the hotel’s guestrooms and suites.
Overall, the Director of Rooms ensures all Rooms Division operations meet the brand’s standards, targets customer needs, talent satisfaction, maintains focus on growing revenues and maximizes the financial performance of the department. The position 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 talents and provides a return on investment to the owner and company.
Core Job Summary
Leading Rooms Team
• Champions the W brand’s service vision for product and service delivery.
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Monitors and promotes room rates, specials, and promotions at the hotel.
Managing Profitability
• Analyzes service issues and identifies trends.
• Works with Rooms division team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews and audits expenses.
Managing Revenue Goals
• Monitors Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy and rate, wages, and controllable expenses.
• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Ensuring and Providing Exceptional Customer Service
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
• Delivers excellent customer service throughout the customer experience and encourages the same from other talents.
• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
• Coordinates and communicates event details both verbally and in writing to the customer and property operations.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Remains available to solve problems and/or suggest alternatives to previous arrangements.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensures that talent understand expectations and parameters for room duties.
• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
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.
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