Assistant Director of Rooms – The Ritz-Carlton – Dubai International Financial Centre


Job Number 19000KN6
Job Category Rooms and Guest Services Operations
Location The Ritz-Carlton| Dubai International Financial Centre| Dubai|
United Arab Emirates
Brand The Ritz-Carlton
Schedule Full-time
Relocation? Yes
Position Type Management

Start Your Journey With Us
At more than 80 award-winning properties worldwide| The Ritz-Carlton Ladies
and Gentlemen create experiences so exceptional that long after a guest stays
with us| the experience stays with them. As the premier worldwide provider of
luxury experiences| we set the standard for rare and special luxury service
the world over. We invite you to explore The Ritz-Carlton.


Assists in successfully planning| developing| implementing| and evaluating of
the quality of property’s rooms. The position ensures Rooms Operations meet
the brand’s standards and targets customer needs. Strives to continually
improve guest and employee satisfaction and maximize the financial performance
of the department. Ensures that standards and procedures are being followed.
Assists in leading specific team while meeting or exceeding property goals.


Education and Experience

• High school diploma or GED; 4 years experience in guest services| front
desk| housekeeping| or related professional area.


• 2-year degree from an accredited university in Hotel and Restaurant
Management| Hospitality| Business Administration| or related major; 2 years
experience in guest services| front desk| housekeeping| or related
professional area.


Supporting the Leading of Rooms Team

• Champions the brand’s service vision for product and service delivery.

• Monitors and promotes room rates| specials| and promotions at the residence.

• Runs and reviews critical information contained in room operations reports.

• Understands the functions of the Front Office| Engineering/Maintenance and
Housekeeping operations.

• Temporarily supervises all areas of the Room Operations department in the
absence of the Room Operations management.

• Operates all department equipment as necessary and reporting malfunctions.

• Ensures employees have the proper supplies and uniforms.

• Understands and complies with loss prevention policies and procedures.

Contributing Information to Support Managing to Budget

• Verifies accuracy of room rates to maximize revenue opportunities.

• Uses budgets| operating statements and payroll progress reports as needed to
assist in the management of the Room Operations.

• Participates in the management of departmental controllable expenses to
achieve or exceed budgeted goals.

• Understands the impact of Room Operations on the overall property financial
goals and objectives.

Ensuring Exceptional Customer Service

• Participates as needed in the investigation of employee and guest accidents.

• Assists in the use of a guest information tracking system to ensure that a
successful repeat guest recognition program is in use to recognize guest

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service
levels; effectively responds to and handles guest problems and complaints
seeking assistance from supervisor as necessary.

• Assists in the review of comment cards and guest satisfaction results with

• Observes service behaviors of employees and providing feedback to
individuals; continuously strives to improve service performance.

• Delivers excellent customer service throughout the customer experience and
encourages the same from other employees.

• Empowers employees to provide excellent customer service within guidelines.

• Creates an atmosphere in all Rooms areas that meets or exceeds guest

• Responds to and handles guest problems and complaints.

• Uses personal judgment and expertise to enhance the customer experience.

• Interacts with guests to obtain feedback on product quality and service

Managing and Conducting Human Resources Activities

• Participates in department meetings and continually communicates a clear and
consistent message regarding the Room Operations goals to produce desired

• Supervises staffing levels to ensure that guest service| operational needs
and financial objectives are met.

• Uses all available on the job training tools for employees; supervises on-
going training initiatives and conducting training when appropriate.

• Communicates performance expectations to employees in accordance with job
descriptions for each position.

• Participates in the employee performance appraisal process.

• Coaches| counsels and encourages employees.

• Interviews and assists in making hiring decisions.

• Participates in employee progressive disciplinary procedures as required.

• Schedules employees to business demands and for tracks employee time and

• Assists in performing the payroll function.

• Oversees daily shift operations and ensures compliance with all policies|
standards and procedures.

• Drives positive employee engagement by conducting the department feedback
sessions and creating action plans to address open concerns.

_The Ritz-Carlton is an equal opportunity employer committed to hiring a
diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does
not discriminate on the basis of disability| veteran status or any other basis
protected under federal| state or local laws._