Director of Rooms

Company Description The Sheraton Vancouver Guildford Hotel is a premier destination for business and social gatherings in Surrey, British Columbia. As the largest hotel and convention venue in the area, the hotel offers over 27,000 square feet of adaptable meeting and event spaces and the largest guest room inventory in the city. Its strategic location near Highway 1 provides easy access to downtown Vancouver, Abbotsford, and the U.S. border.

Guests enjoy a complete experience featuring a heated outdoor pool, a modern fitness center, and the MiXT Restaurant & Lounge.

The Sheraton Vancouver Guildford

Hotel is more than a hospitality destination—it serves as a hub for connecting the community.

Role Description The Director of Rooms is a full-time, on-site role located in the vibrant setting of Vancouver, BC. The role functions as the strategic business leader of the property Rooms department. Overseeing all room operations, including housekeeping, front desk, reservations, and guest services, with a focus on delivering exceptional customer experiences.

Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position 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 department.

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. Act as the main contact for guests and other hotel departments in the absence of the General Manager.

ESSENTIAL FUNCTIONS 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 at the hotel.

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 through 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 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
• Interviews and hires employees.
• Ensures employees are treated fairly and equitably.
• Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
• Fosters employee commitment to providing excellent service, participates