Assistant Director of Rooms

Position Summary\:

The Associate Director of Rooms at Grand Hyatt Baha Mar plays a key leadership role in overseeing the daily operations of the Rooms Division, with primary responsibility for ensuring the seamless, efficient, and guest-focused performance of the Front Office. This position supports the Director of Operations Rooms and the Director of Rooms in driving service excellence, operational efficiency, and team engagement across all areas of the front-of-house experience. The role leads and develops department heads—including Front Office, Rooms Control, PBX, and Guest Services—to deliver a consistently elevated guest experience aligned with Hyatt standards and the luxury positioning of the resort, while achieving departmental and organizational goals.

Main Duties

Administration

§ To ensure that all meetings are well planned, efficient and results oriented.

§ To attend daily operations briefing with the Director of Rooms and the rest of the operations meeting.

§ To ensure that deadlines on all projects related to the Rooms Division are met.

§ To participate in rooms departmental orientation programs for new employees to make sure that they understand the policy and procedure of the hotel.

§ To establish an efficient method of communication for coordination of all Rooms Division Departments with particular emphasis on Front Office Operations.

§ To ensure all Rooms Departmental Schedules for managers are done in accordance with the direction of the Director of Rooms and submitted in a timely manner.

§ To conduct regular communications meetings and ensure that Rooms Division departmental briefings and meetings are effective and conducted as necessary.

Customer Service

§ To ensure that all employees in front of the house deliver the brand promise and provide exceptional guest service at all times.

§ To ensure all front of the house employees also provide excellent service to internal customers as appropriate.

§ To assist with greeting and check-in Top Level VIP guests.

§ To ensure that all front line employees are aware of current promotions, policies and other important information.

§ To ensure that all front line employees are familiar with the hotel’s products and services.

§ To handle any escalated customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

§ To maintain positive guest and colleague interactions with good working relationships.

§ To personally and frequently verify that guests are receiving the best possible service during check-in and check-out.

§ To spend time in respective Rooms Division areas during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise.

§ To ensure that guest history records are accurately maintained and all repeat guests are pre-registered by the VIP Management Team.

Financial

§ To assist in ensuring that all Rooms Division department is managed successfully as independent profit centre.

§ To set, in close conjunction with each Department Head, annual operating budgets, that will form part of the Hotel’s Annual Business Plan.

§ To monitor all Rooms Division costs and recommend measures to control them.

§ To establish an integrated cost management plan through product lining, minimal inventories, and joint procurement with sister hotels and Delivery on Demand where possible and cost effective.

§ To ensure that all Rooms Department Operational Budget is strictly adhered to; using the Division Check Book and Other Financial Trackers in place.

§ To monitor all Rooms Division cost and recommend / institute measures to control them.

§ To assist in the preparation of the Rooms Division Budget.

§ To analyse and report on a monthly basis the Profit and Loss statements.

§ To Ensure the Rooms Division Finances are in line with Agreed Budgets.

§ To Prepare the Explanations of Each Line of our Rooms “Other Expenses” as well as Wages and Salaries.

Marketing

§ To identify market needs to generate additional revenue.

§ To participate in the formulation of the Annual Marketing Plan and implement with each work place manager and Sales & Marketing Department effective sales and promotional activities to maximize revenues.

§ To ensure Department Heads are consistent with guest recognition programs and maintain a relevant guest database.

Operational

§ To ensure that the Rooms Division is managed efficiently according to the established concept statements and adhere to Company and Hotel Policies & Procedures, Brand Standards, to maintain Customer Satisfaction Score/Target (internal and external) as per ie Hysat and EQ and Employee Engagement.

§ To assign responsibilities to Department Heads with frequent checks on their performance.

§ To assist with the hotel’s Arrival and Departure process where ever needed.

§ To support staff needs in other Divisions based on the hotel priorities and anticipated business levels.

§ To monitor service and rooms standards in all areas of the Front of the house.

§ To be available and on duty during peak periods (frequently opening and closing the operation).

§ To conduct frequent and thorough inspections of all areas in the Front of the house.

§ To handle guest and employee inquiries in a courteous and efficient manner and assure follow up with guests.

§ To assist Rooms Departments during peak hours.

§ To supervise the employees within the Rooms Division on the correct standards.

Personnel

§ To support the implementation of The People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.

§ To assist in identifying training needs and plan training programs for respective departments.

§ To ensure that the place of work staffs are multi-skilling and have the necessary skills to perform their duties through consistent training in accordance with the Annual Training Plan.

§ To liaise and inform Division Head and Human Resources Department of all training sessions.

§ To assist with all Rooms Division staff maintaining a high standard of personal appearance and hygiene at all times.

§ To conduct staff yearly performance appraisal.

§ To ensure that all front line Departments provide a courteous and professional service at all times.

§ To fully support the Departmental Trainers function in the Division.

§ To assist Department Heads in building of an efficient team of staffs by taking an active interest in their welfare, safety and development.

§ To assist Department Heads in the training of the staffs ensuring that they have the necessary skills to perform their duties with the maximum efficiency.

§ To assist Department Heads with maintaining the correct standards and methods of service stated in the Department’ Operations Manual.

§ To ensure that all Rooms Division Personnel have a complete understanding of and adhere to the Hotel’s Staff Rules and Regulations.

§ To ensure that all Rooms Division Personnel have a complete understanding of and adhere to the hotel’s policy relating to Fire, Hygiene, Health and Safety.

§ To ensure all Rooms Division Personnel fully complete Hyatt’s Compliance Training in a timely manner.

Other Duties

§ To understand and strictly adhere to the Rules and Regulations established in the Staffs Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety.

§ To report for duty punctually wearing the correct uniform and name tag at all times.

§ To maintain a high standard of personal appearance and hygiene at all times.

§ To maintain a good rapport and working relationship with staff in the Place of Work and all other departments.

§ To attend and contribute to all staff meetings Departmental and Hotel training's scheduled and other related activities.

§ To fully support the Rooms Departmental Trainers function in the Department assigned.

§ To assist in the undertaking of any reasonable tasks and secondary duties of assigned Department Heads.

§ To project at all times a positive and motivated attitude and exercise self-control.

§ To have a complete understanding of the Audit Section in the Operations Manual and Policies and Procedures.

§ To provide a courteous and professional service at all times.

§ To attend all meetings as required by Leadership Committee.

§ Complete any other duties assigned by management.