Director of Rooms

Position Overview

The Director of Rooms provides leadership for all Rooms Division operations, including Front Office, Housekeeping, Valet/Bell, and Guest Services. This role ensures a consistently elevated guest experience, operational efficiency, and strong financial performance in alignment with full‑service upscale brand standards. The Director of Rooms leads department heads, drives service culture, oversees labor and expense management, and ensures compliance with safety, cleanliness, and brand expectations.

Key Responsibilities

Operational Leadership

• Oversee daily operations of Front Office, Housekeeping, Valet/Bell, and Guest Services.
• Ensure all departments deliver seamless, anticipatory, and brand‑consistent guest service.
• Maintain high standards of cleanliness, room readiness, and public area presentation.
• Partner with Engineering, F&B, and Sales to support group arrivals, VIPs, and special events.
• Lead property‑wide initiatives related to guest satisfaction, service recovery, and operational excellence.
• Ensure effective communication between shifts and departments through daily stand‑ups, logs, and reporting.

Financial & Business Performance

• Develop and manage Rooms Division budgets, forecasts, and labor plans.
• Monitor and control expenses, productivity, and inventory (linen, amenities, supplies).
• Drive revenue opportunities through upselling, room optimization, and ancillary services.
• Analyze guest satisfaction metrics, STR performance, and operational KPIs to identify improvement opportunities.

Leadership & Talent Development

• Lead, mentor, and develop department managers and supervisors across all Rooms Division areas.
• Oversee recruitment, onboarding, training, and performance management.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Ensure compliance with company policies, labor regulations, and safety standards.

Guest Experience & Brand Standards

• Serve as the executive contact for VIP guests, escalated service issues, and high‑impact situations.
• Ensure consistent execution of brand standards, cleanliness protocols, and service expectations.
• Conduct regular property walks to evaluate guest areas, back‑of‑house spaces, and operational readiness.
• Lead service recovery efforts and ensure timely follow‑up on guest feedback.

Operational Systems & Compliance

• Oversee use of PMS, Opera, POS, labor management, and housekeeping systems to ensure accuracy and efficiency.
• Ensure compliance with OSHA, safety, security, and loss‑prevention standards.
• Maintain accurate room inventory, key control, and audit compliance.

Qualifications

• Minimum 3–5 years of leadership experience in Rooms Division at a full‑service upscale or luxury hotel.
• Proven success overseeing Front Office, Housekeeping, and Valet/Bell operations.
• Strong financial acumen with experience managing multi‑department budgets and labor.
• Expertise with PMS, POS, Opera and labor management systems; experience with Envision, EAS, or Dimensions a plus.
• Demonstrated ability to lead large, diverse teams in a fast‑paced environment.
• Strong communication, conflict‑resolution, and guest‑service skills.
• Experience working in a union property preferred.
• Flexible availability including weekends, holidays, and peak business periods.
• Bachelor’s degree in Hospitality Management or related field preferred.

Position Details

• Full‑time, exempt role
• Competitive salary based on experience ($80-$95K)
• Eligible for benefits, and hotel perks per company policy