Director of Rooms

Scope of Position

The Director of Rooms is responsible for overseeing the management and operational excellence of the Rooms Division, ensuring a seamless and exceptional guest experience. This role encompasses the management of the Front Office, At Your Service, Housekeeping, Guest Services, and related departments, all aimed at delivering outstanding service and luxury standards. The Director of Rooms plays a critical role in driving guest satisfaction, optimizing operational efficiency, and maintaining consistency with JW Marriott Turnberry Miami Resort & Spa’s elevated standards. This role also involves developing and executing strategies that enhance the guest experience and operational performance.

Position Requirements

• Strong leadership presence suitable for a luxury environment, with the ability to inspire confidence and maintain a positive, solution-oriented attitude.
• Minimum of 5 years in progressively responsible management roles within the hospitality industry, with a focus on Rooms Division operations (Front Office, Housekeeping, etc.).
• Demonstrated success in Front Office and Guest Services operations, with a proven ability to enhance guest satisfaction and resolve concerns effectively.
• Capable of managing multiple priorities and tasks in a dynamic, fast-paced environment while maintaining a focus on quality.
• Excellent verbal and written communication skills, with an emphasis on active listening, empathy, and problem-solving.

Responsibilities

• Lead and oversee all operations within the Rooms Division, including Front Office, Housekeeping, At Your Service, and Guest Services, ensuring all departments operate cohesively to deliver exceptional guest experiences.
• Resolve all guest concerns swiftly and efficiently, ensuring high levels of satisfaction. Engage with guests proactively and professionally, addressing needs and anticipating expectations.
• Uphold JW Marriott Turnberry Miami Resort & Spa’s standards across all areas of responsibility, ensuring consistency in service delivery, cleanliness, and overall guest experience.
• Recruit, train, and mentor a strong team of managers and associates across the Rooms Division. Conduct regular performance evaluations, provide continuous feedback, and foster a culture of excellence and accountability.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with JW Marriott Turnberry Miami Resort & Spa standards.
• Work closely with other departments, including Housekeeping, Maintenance, Sales, and Food & Beverage, to ensure smooth and integrated guest experience. Act as a liaison between the Rooms Division and other hotel departments.
• Build report with VIP guests, Bonvoy members, and distinguished visitors. Manage special requests and ensure personalized experiences that drive guest loyalty.
• Review and analyze Guest Satisfaction Surveys (GSS) and other feedback channels, developing strategies for continuous improvement.
• Manage payroll, labor costs, scheduling, and departmental budgets. Ensure cost-effective and efficient operations while maintaining high service standards.
• Ensure the safety and security of all guests and associates, adhering to health, safety, and security protocols.
• Initiate and execute continuous improvement programs to elevate the guest experience, optimize operations, and drive revenue.

Education

• High School diploma or equivalent or GED; 4 years’ experience in Guest services, Front Office, Housekeeping or related professional area.

OR

• 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years’ experience in guest services, Front Office, Housekeeping, or related professional area. Must actively participate in the decision-making process on guest relocation for nights when over-capacity, execute accordingly, and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Ability to work varying shifts, including weekends and holidays, to ensure 24/7 operations of the Rooms Division.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Solid understanding of Rooms Division operations, including Front Office systems, housekeeping, and guest services protocols.

Physical Requirements

• Must be able to stand and walk for extended periods during the workday
• Ability to use a computer, telephone, and other office equipment.
• Must be physically fit to lift, pull, and push items up to 50 pounds.

Also requires standing/walking/reaching and bending throughout shift.