Job Description

Company Overview

At Hilton, we believe in creating exceptional experiences for our guests. As the #1 Hospitality Company ranked by Great Place to Work, we foster an award-winning culture that empowers our team members to thrive both personally and professionally.

Summary

We are seeking a Rooms Division Manager to join our dynamic team at Hilton. Located in Saint John, this role is pivotal in enhancing our guest experience and leading our operations to new heights. As a Rooms Division Manager, you will contribute significantly to our mission of Making The Stay memorable for every guest.

As a member of the Management Team, the Rooms Division Manager will oversee the Housekeeping and Front Office Teams. They will be responsible for the effective operational management of the Rooms Division to ensure it achieves and exceeds its financial goals and guest satisfaction targets, while maintaining high levels of employee engagement.

Responsibilities

Manages, administers, and supervises all Front desk, Guest Services/Bell services/and housekeeping operations to ensure courteous, professional, and efficient service delivery, profitability, cost control, and adherence to quality standards that drive total guest satisfaction Provide effective leadership to the Rooms Division management team and team members to ensure revenue targets are met and exceeded, while ensuring guest satisfaction remains a top priority. Ensure that costs are controlled throughout the Rooms Division departments and results are analyzed regularly to highlight problem areas and take appropriate action. Plan, direct, and coordinate the service delivery of all Rooms Division departments in order to meet and exceed guest expectations. Monitor and lead the team in new strategies and approaches to customer service and guest satisfaction. Comply and exceed Rooms Division and company Service Standards. Ensure consistent quality of customer service is provided to all guests in accordance to Hilton standards

Requirements

Hires, supervises, counsels, discipline and evaluates all Front Office and Housekeeping team members. Action items include payroll cost, reviews logs in order to follow up on guest concerns Manages all scheduling and training programs for Front Office and Housekeeping. Monitors employee performance and encourage improvement. Observe performance and encourage improvement of staff with performance evaluations and discipline issues. Make recommendations for training related issues when inconsistencies develop within the Rooms Division. Manage Rooms Division operations by ensuring checklists are completed daily, ensure room and rate availability decisions are made that is the best interest of the hotel. Assist Front Office, Housekeeping, Supervisors, Duty Managers and other departments with any questions or requests. Monitor VIP reservations. Monitors special reservations requests handling and review rate changes on in-house guests Interact in a calm and positive manner with customers and team members and take action to resolve problems to the satisfaction of all parties involved. Review daily payroll, schedules, and other reports. Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly forecast of expected arrivals and departures. Administration of Front Office and Housekeeping departments and personnel files. Monitor the records for payroll, vacation requests, gratuity collection Ensures the proper delivery and storage of guest luggage and packages Ensure that all team members have effective communication about the hotel functions Seek and respond to Guest feedback in order to achieve positive outcomes and high levels of customer satisfaction. Hold regular briefings and communication meetings with the Rooms Division Duty Managers and Supervisors. Maintain and grow relationships with other hotels in the area and community leaders. Promote positivity and passion for hospitality throughout the hotel.

Qualifications

Proven experience in hospitality industry or similar industry (minimum 2 years). Sales experience would be a strong asset. Fluency in spoken and written French an asset Experience in OnQ PMS an asset. In-depth knowledge of the hotel/leisure/service sector. Strong leadership skills to effectively manage and motivate the team to achieve high levels of performance and exceed targets. Accountability and resilience. Ability to work under pressure. Competent in Micro Soft Office Applications (Word and Excel).

Call-To-Action

Ready to take your career to the next level? Join us at Hilton where your passion for hospitality will thrive! Apply now and be part of our journey in Making The Stay unforgettable!
Job Type: Full-time

Pay: $60,000.00-$70,000.00 per year

Benefits:

Company events Dental care Disability insurance Employee assistance program Extended health care Life insurance On-site gym On-site parking Paid time off RRSP match Vision care
Work Location: In person