Director of Rooms

**Additional Information**
**Job Number**25101687
**Job Category**Rooms & Guest Services Operations
**Location**The Gritti Palace a Luxury Collection Hotel Venice, Campo Santa Maria del Giglio 2467, Venice, Italy, Italy, 30124
**Schedule**Full Time
**Located Remotely?**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 a managerial role in rooms division operations, in a luxury hotel environment.

**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**
- Ensures employees are treated fairly and equitably.
- Interviews and hires employees.
- 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 employe