Nationwide Hotel and Conference Center located in Lewis Center, Ohio is searching for a Director of Rooms Operations to join our team!

The Director of Rooms Operations is responsible for leading the Front Office, Reservations, Revenue Enhancement, Night Audit, Housekeeping, Laundry and Transportation operations. This person is responsible to provide exemplary customer service and serves as the main contact for hotel guests and other departments when necessary. The Director of Rooms Operations ensures that Nationwide Hotel and Columbus Hospitality policies and procedures, as well as generally accepted business principles are consistently followed. 

Our attractive compensation package includes medical, dental, vision, life, 401k with 4% company match which is fully vested immediately upon enrollment, STD, PTO, dining and travel discounts, earned wage access through TapCheck, and discount programs through Working Advantage!

Primary Responsibilities:

1. Supervise front office, housekeeping and transportation operations to assure a continual level of outstanding customer service. Maintain established company policies and processes related to customer service techniques, proper identification and payments, up-selling and phone etiquette is maintained.

2. Serve as a member of the Revenue Management Team reviewing hotel availability, group pick-up, pricing strategies and assisting in developing opportunities to enhance revenues. Maintains a positive relationship and continuing communications with leadership at area hotels to generate walked/last minute business. Work with the Director of Sales and Controller to maximize hotel inventory and use.

3. Assure proper sanitation is maintained throughout the property to include guest room accommodations, public areas, offices, grounds, and recreation areas. Manage and inspect all areas to make certain they are maintained in a clean and safe condition. Supervise the laundry operation to assure that linen hotel and F&B linen and terry is processed and cared for in the prescribed manner.

4. Manage Lobby & Transportation Service to assure that guest needs are properly cared for in a comfortable, safe and efficient manner. Work with the Operations Manager to assure that vehicles are properly maintained and suitable for use.

5. Actively participate in the property’s marketing and selling efforts by participating in the development of the Annual Marketing Plan, special sales plans and efforts, and assuring an active sales effort in all front office operations.

6. Handle and respond to guests concerns and requests in a timely manner. Ensure the accuracy and attainment of all guests’ interaction logs such as, guests’ complaints, requests, dry cleaning, lost and found, maintenance work order, etc. for excellent quality control and follow through.

7. Maintain positive employee relations to include annual reviews, coaching, counseling, on–going training and development. Direct and train managers, supervisors within the Rooms Division to include developing and executing action plans and training for all staff including new-hire in order encourage professional growth and reduce employee turnover. Oversee the scheduling of the staff to ensure adequate staffing keeping with-in budget restraints and established productivity standards. Prepare and conduct monthly department meetings.

8. Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered and pre-blocked. Personally welcome VIP’s upon arrival whenever possible. Check status of departures on a daily basis to make sure that proper processing occurs. Check for updated communication in the daily log.

9. Positively Interact with other departments to assure a seamless experience for each guest. Work with Nationwide Security to assure a continually safe environment and maintain a position intercompany relationship.

10. Prepare requisite reports on a daily, weekly, monthly and annual basis. Develop forecasts, budgets and pro forma. Perform scheduled and unscheduled inspections, manage deep cleaning schedule. Review and compare daily, weekly and monthly financial reports. Manages Rooms department incentives and goals.

11. Serves as an active member of the Nationwide Hotel and Conference Center Executive Leadership Team contributing to the properties strategic plan and assisting in the development of operational and sales policies and procedure.

12. Responds to emergencies including after hour’s situations for the purpose of addressing immediate safety concerns.

13. Conducts/attends meetings to maintain effective line of communications, maintain favorable working relationships and promote maximum morale, productivity and efficiency.

14. Manage Vendors and continue maintain working relationship. Be the point person for all interfaces with the PMS system. Work on upgrades and changes for the betterment of the property

15. Performs other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the department.

Physical Requirements:

These physical demands represent the physical requirements necessary for an associate to successfully perform the essential functions of the position. Reasonable accommodation can be made to enable individuals with disabilities to perform the described essential functions of the position.

1. Position requires standing for long amounts of time

2. Position requires lots of walking for inspection of rooms in housekeeping

3. As an MOD, heavy workloads requiring the ability exert up to 100 pounds of force and the ability to regularly lift 55 lbs.

Qualifications, Education, Experience, Skills, and Abilities:

1. Associate degree or equivalent education

2. Bachelor’s Degree preferred

3. Previous experience as a Rooms Division Manager at a full service property or Front Office Manager at a complex full-service hotel operation

4. Extensive knowledge computerized systems (Maestro)

Nationwide Hotel and Conference Center is managed by Columbus Hospitality Management, a company committed to providing quality service and memorable guest experiences in a positive and welcoming work environment. We are focused on supporting the needs of our team through our commitment to the family/work life balance and by providing development opportunities.

We are proud to be a Drug Free Workplace/EOE. All applicants will be required to submit to a background check prior to employment.