Director of Rooms - Banff Park Lodge/Bow View Lodge/Peaks Hotel & Suites

  • Banff Park Lodge
  • Aug 27, 2020
Full time Customer Service Hospitality-Hotel Management

Job Description

Conveniently located in the Town of Banff, just steps away from the glacier-fed Bow River, Banff Park Lodge is a full-service Resort Hotel and Conference Centre. Here visitors can experience the best of both worlds: the peace and solitude of a quiet location, yet quick access to a livelier scene in downtown Banff. The Banff Park Lodge has two sister properties; the Bow View Lodge and the Peaks Hotel & Suites, a new development scheduled to open in late 2020.

We are currently seeking a full-time, permanent Director of Rooms to oversee our three properties in Banff (Banff Park Lodge, Bow View Lodge and Peaks Hotel & Suites); the wage will be negotiated based on experience.

Core Responsibilities & Tasks

  • Operations (Front Desk, Reservations, Housekeeping, Maintenance) focused with a flexible schedule, required to lead, train, supervise work of operations department staff, while offering employee guidance and direction. Will ensure staff is properly trained and aware of hotel and standards. 
  • Extensive use of Rooms, Front Office/Hotel operations systems, Concierge, PMS system interfaces and other commonly used systems in the hospitality industry. (Opera/Opera Cloud an asset)
  • Work well in highly stressful situations to effectively lead, provide guidance to guests and staff or resolve concerns or other critical issues. Must be able to effectively deal with major emergencies, such as weather, fire, or other unforeseen events
  • Will provide overall guidance and feedback to ensure work activities are properly completed and will communicate to GM any additional concerns that need to be addressed
  • Ability to multi-task and plan work for the day, week and month for self and others
  • Exceptional financial knowledge as it relates to forecast/ budget for revenues and expense lines
  • Support other operational needs to ensure adequate supplies and materials are in stock and the department is operating according to budget.
  • Training and empowering team members to exercise good judgment to make profitable business decisions.
  • Ability to lead, train, supervise work of department staff, assist with scheduling, employee guidance and direction. Will ensure staff is properly trained and aware of hotel and standards.
  • Perform other duties and assist with projects as assigned.
  • Oversee revenue management and distribution strategy of the hotels and contribute on day to day yield operations.
  • Daily pick-up analysis, strategy adjustments and reporting.
  • Perform competitive benchmark studies and follow market trends.
  • Create and maintain a 13 month rolling demand calendar.
  • Create and develop pricing strategies in conjunction with the individuality of each hotel.
  • Provide weekly dynamic forecast of expected results, variances and budget comparisons.
  • Manage and oversee strategy for all 3rd party distribution
  • Responsible for assessing, analysing and pricing group business strategies
  • Ensure all related systems are configured correctly, validated and working to full capacity. (TravelClick/TripTease/GuestFolio, etc.)
  • Oversee and audit the standards and operations of the reservations department.
  • Ensure web site booking process is maintained up-to-date and functional.
  • Ensure hotel personnel is fully competent in the use of all systems
  • Work in liaison with hotel sales and reservations departments as a team.
  • Regularly check the input and the quality of data (segmentation, denials tracking, etc. points.
  • Implement and oversee best practice standards such as competitor analysis; distribution yield management; business mix yield management; length of stay yield management; inventory availability by channel; pricing control and new pricing concepts
  • Evaluate performance of distribution partners and contracted rates (OTA, FIT, tour operator, corporate, groups, etc).
  • Prepare outline for and support the annual revenue budget process.
  • Inspire Department Heads to further embed a revenue management culture.
  • Any other reasonable requests made by management.

Experience & Qualifications

  • 3-5 years required (hands-on revenue management experience and asset); 5-10 years preferred years of experience in a hotel environment or related field. Prior supervisory/managerial experience is required.
  • Bachelors or Masters Degree in Hotel Management, Tourism or Economic Studies.
  • A strong command of both written and spoken English is required; additional languages an asset.
  • Must Canadian Citizen or in possession of valid 2 year work visa.
  • Highly computer literate with a high level command of Excel and all aspects pf MicroSoft Office.
  • Knowledgeable of hotel technology: PMS, Channel Manager, GDS, CRS, Extranets
  • Must have the ability to anticipate guest needs, change goals and direction quickly and multitask is essential to success in this role. Working knowledge of rooms management systems is required. Planning, organizing and directing team members to ensure the highest degree of guest satisfaction are required. Knowledge of OSHA and safety standards within Housekeeping/Front Office department. Excellent verbal and written communication skills. Organized labor experience preferred
  • Must possess excellent communication skills.

Scope of the Role

  • Implement revenue management operations, procedures and best practices.
  • Identify new revenue opportunities.
  • Provide daily, weekly and monthly reporting.
  • Optimize and expand distribution partnerships.
  • Act as overall business development consultant for the hotel GM/owner.
  • Challenge and influence hotel to improve service level and operational standards.
  • Build and maintain strong working relationships with levels of staff at hotel.
  • Regular participation with each hotel structure.
  • Embed a revenue management culture.

Personality

  • Business Development DNA and commercial minded.
  • Strong sense of need for achievement of goals and success.
  • Sound ability and knowledge to develop standards of operations and strategic processes
  • Good analytical and numeric skills for fast data crunching.
  • Ability to work under own initiative in a highly pressured environment.
  • Good listening skills and the ability to anticipate business needs.
  • Able to develop relationships with 3rd parties and the hotel teams.
  • Capacity to read situation, understand environments and respond accordingly
  • Capable of prioritizing between revenue generating actions and time consuming tasks with low yield impact.
  • Ability to work across all levels and functions in each hotel under own initiative in a highly pressured environment.
  • Well developed interpersonal, adaptive influencing and supervisory management skills
  • Ability to travel (if needed) and ability to interact professionally with other cultures
  • Mentality of client service and taking responsibility beyond direct duties.
  • High level of motivation, determination and commitment.