DIRECTOR OF ROOMS

Job Number Job Category Rooms & Guest Services Operations Location The Gritti Palace a Luxury Collection Hotel Venice, Campo Santa Maria del Giglio , Venice, Benatky, Italy VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management The Gritti Palace, a Luxury Collection Hotel in Venice, part of Marriott International, is currently looking for a Director of Rooms, reporting to the General Manager.
This is a great opportunity to work in a place of exceptional art and elegance, where history and culture are met with renewed Venetian style.
The Gritti is known for impassioned service, a delectable culinary experience and an intimate wellness haven.
The reference point for the world's elite at international city events such as the Biennale, Carnival and the Venice Film Festival.
Functions as the strategic business leader of the property's Rooms departments.
Front Desk, Concierge, Guest Service Center, Housekeeping and Laundry.
Is responsible for planning, developing, implementing and evaluating the quality of property’s rooms.
Works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives.
Ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the departments.
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 employees and provides a return on investment to the owner and company.
CANDIDATE PROFILE    All applicants must possess the legal right to work in Italy and have fluency in English and Italian.
Education and Experience Bachelor's degree in Business Administration, Hotel Management  At least 3 years of experience in Rooms division operations and at least 3 years of experience in a leadership role within Rooms Departments, focusing on service quality.
CORE WORK ACTIVITIES   Leading Rooms Team • Champions the 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.
Managing Profitability • Analyzes service issues and identifies trends.
• Works with Rooms 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 employees.
• 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.
• Stays 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 employees 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.
Managing and Conducting Human Resources Activities • Interviews and hires employees.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms.
• Fosters employee commitment to providing excellent service, leads and coordinates daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
• Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
• Solicits employee feedback, utilizes an “open door policy” and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
• Conducts performance appraisal with direct reports according to Standard Operating Procedures.
• Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
• Identifies talents of direct reports and their teams and assists with their growth and development plans.
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.
The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories.
Our more than 100 years of experience, beginning in under the Italian CIGA brand – a collection of Europe's most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures.
If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey.
In joining The Luxury Collection, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin  your purpose,  belong  to an amazing global team, and  become  the best version of you.