Rooms Division Manager - Chicago Illinois

Company: Smoky Mountain Resorts
Location: Chicago, Illinois
Posted On: 05/04/2025

Smoky Mountain Resorts is a family-focused, collaborative and goal-driven hospitality resort company. Our Great Smoky Mountains community is significant to us. As a third generation, family-owned, and operated business, we embrace a strong commitment to SMR 'Spirit of Hospitality' and our Smoky Mountain community.Purpose:The Rooms Division Manager (RDM) will become a key leader at one of the best ranked vacation resorts in America. We will mentor and guide you on a professional career path, with a firm focus on cleanliness and quality. As an RDM, you will direct, organize, motivate, and encourage our Housekeeping Team Members. You will manage the culture of the housekeeping team, with responsibility over the daily operations of the department. Leadership skills are important to us, and we are thrilled about the opportunity to invest in your future with hospitality and leadership expertise.Primary Essential Duties & Responsibilities:Managing the Business:

• Direct oversight of daily operations to include: housekeeping, linen, inventory, and supplies.
• Provide team members with what they need to do the job.
• Develop weekly housekeeping work schedules for review and approval to manage occupancy.
• Ensure work schedules are in compliance: SMR, state, and FLSA federal guidelines.
• Train and transition to electronic files where applicable to my responsibilities.
• Support and communicate with Front Desk team members for efficiency in early check-ins and late check-outs to accommodate/exceed guest expectations and maximize potential revenue opportunities.
• Recognize my role is significant to manage team members, impact guest excellence initiatives and repeat visits for future hotel stays, to meet and/or exceed financial objectives for my property and SMR.
• Interact with team members and guests in a positive and friendly manner during all shifts, in all situations.
• Compliance with TOSHA certification, biohazards procedures and responsibilities for safety in handling.
• Knowledge and ability to comply with all company operating policies and procedures.
• Perform other incidental and related duties as required and/or assigned.
• Management reserves the right to change, remove or add to these duties as necessary.Team Members:
  • Be a coach for SMR's most valuable resources - its team members.
  • Create two-way communication with team members by providing regular feedback and immediate instruction when necessary.
  • Assist in recruiting to evaluate potential candidates, adhering to all federal and state labor laws as well as company policies and procedures for employment.
  • Create a positive atmosphere in which team members are willing and able to maximize their potential.
  • Recognize performance achievements and celebrate team successes.
  • Responsible for team member engagement and resolving workplace conflict.
  • Address team member issues promptly and professionally in a manner that is consistent with SMR core values.
  • Conduct annual performance reviews in such a manner that promotes open two-way communication.
  • No team member will pose a direct threat to the health/safety of self or others.Commitment to SMR's Legendary Service:
    • Align with the SMR's promise for guest satisfaction and future hotel stays through leading by example and teaching excellent guest service.
    • Actively participate in empowering and encouraging team members to have exceptional guest interactions.
    • Personally, demonstrate a commitment to SMR standards by responding to management and team members promptly.Quality of Work Statement:
      • Direct housekeeping services to include; on-site training to achieve SMR standards, positive constructive feedback and the cultivation of team member relations.
      • Consistently coach and inspect to ensure that all standards for cleanliness and timeliness goals are achieved by Housekeeping Team Members.
      • Manage resort services to achieve SMR standards, positive constructive feedback and the cultivation of team member relations.
      • Assist the property GM to successfully deal with performance issues, including the administration of conduct for progressive disciplinary measures up to and including termination.
      • Actively participate in SMR's leadership training classes for continuous investment in hospitality and leadership expertise.
      • High standard for accuracy in all aspects of the job and other project assignments.
      • Maintain strict confidentiality and excellent judgment regarding privileged information.
      • Ensure my work areas are safe, organized and maintained.Management Position Requirements:Personality / Attitude:
        • As a professional leader: is honest, acts with integrity, follows through on commitments, accepts responsibility for my actions, approaches others in a tactful manner, and reacts well under pressure. Clearly distinguishes between right and wrong.
        • Highly motivated, energetic, flexible, patient, good listener, caring and compassionate.
        • Enjoy working with people, training others and providing excellent guest service.
        • Willingness to learn best practices and adapt to procedural changes.
        • Contributes to building a positive team spirit, shares expertise and recognizes the accomplishments of others.
        • Recognized as a positive influence to others.
        • Ability and commitment to work well with other staff.
        • Appearance, hygiene and dress represent the company's image.Skills / Knowledge:
          • Ability to work in a fast-paced, demanding work environment.
          • Exceptional people manager.
          • Ability to communicate effectively and use the English language fluently: speak, understand, read, and write. Adapt Spanish interpretation when necessary.
          • Strong organizational skills with excellent attention to detail (ATD).
          • Must be able to prioritize, plan, meet deadlines and practice time management skills daily.
          • Ability to accept that conflict happens; act to clarify the issue, bring parties together, identify a solution and monitor for resolution.
          • Proficient computer skills with Microsoft software, including Outlook and Excel which is required.
          • Digitally savvy with the ability to learn use the Purple Cloud system, Paycor system and advanced Property Management system is required. Software systems may be deleted and/or added with innovations in new technology.
          • Ability to monitor and assess guest incidents and property areas which may potentially cause unsafe conditions; requesting assistance when necessary.Education / Experience:
            • High school diploma or equivalent is required.
            • 5 or more years of progressive management experience with 3 or more years directly supervising 15 or more team members is required.
            • Experience in one or more of the following areas/industries is required which includes: Hospitality, Restaurant, Retail and Healthcare.
            • Valid driver's license and ability to be on company insurance.
            • Ability to deal with a diverse workforce.Essential Functions:Specific vision abilities required for this job include peripheral, distance, close, and depth perception and the ability to adjust vision focus. The employee is regularly required to talk, hear, and sit, use hands to finger, touch, handle, and feel. The employee is frequently required to stand, walk, climb and descend numerous flights of stairs consistently. The employee is required to use hand, arm, and leg to reach, bend, push, pull, stoop, kneel, and crouch. The employee must occasionally lift and move up to 50 pounds daily on their own. Ability to tolerate various temperatures while working outdoors. This position requires continuous ability to remember information.
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