Director of Rooms

1. Our Brand Mission & Culture –

Nestled in Nashville’s heart since 1910, “the Hermitage Hotel”—Nashville’s original million‑dollar landmark and the storied backdrop of generations of gatherings—continues to uphold its timeless motto: “Meet me at The Hermitage.” A National Historic Landmark since 2020, our iconic Beaux Arts architecture connects history and modern luxury under one welcoming roof.

Guided by Our Mission—our commitment to exceptional hospitality through highly personalized service delivered by exceptional staff—and shaped by six core values, we set the gold standard across luxury hospitality:

• Excellence – we continually raise the bar, surprising and delighting guests with poise and polish.
• Accountability – we take ownership of our goals, informed decisions, and guest satisfaction.
• Integrity – we act with consistent character, in every interaction, whether seen or unseen.
• Teamwork – we support one another in service, honesty, and respect, attending thoughtfully to every guest and teammate.
• Tradition – we honor the hotel’s legacy by ensuring our historic reputation grows brighter.
• Community – we are invested in Nashville’s well-being and continue our role in civic enrichment.

Our century‑plus evolution includes a respectful 2021–2022 restoration that refreshed our 122 suites while preserving arresting features like the marble lobby and stained-glass ceiling—alongside the debut of refined dining experiences shaped by Michelin-starred Chef Jean-Georges Vongerichten.

Why you'll thrive here:

When you join us, you become part of a team committed to preserving a cherished landmark and shaping its future—offering competitive wages, comprehensive benefits, and a professionally rewarding environment where growth, collaboration, and pride in legacy go hand in hand.

2. Position Summary

The Director of Rooms serves as the executive leader of the Rooms Division and is responsible for shaping the overall guest experience through strategic leadership, operational excellence, and an unwavering commitment to service.

As a member of the Executive Committee, this role provides vision, direction, and stewardship for Front Office, Guest Services, Housekeeping, Laundry, and Retail operations. The Director of Rooms champions a culture of genuine hospitality, accountability, and refinement while ensuring every guest experience reflects the exceptional standards and legacy of The Hermitage Hotel.

This highly visible leader balances business acumen with emotional intelligence, cultivating exceptional teams, elevating operational performance, and creating memorable experiences for discerning travelers, dignitaries, executives, and high-profile guests.

3. Key Responsibilities

Guest Experience & Service Excellence

• Champion a culture of anticipatory service, personalization, and genuine hospitality throughout the guest journey.
• Ensure exceptional execution of VIP, special occasion, and high-profile guest experiences through thoughtful planning, discretion, and attention to detail.
• Drive continuous enhancement of guest satisfaction through service recovery, guest recognition, and personalized experience initiatives.
• Foster strong partnerships across all hotel departments to ensure a seamless and elevated guest experience.

Operational Leadership

• Provide strategic leadership and direction for all Rooms Division operations, including Front Office, Guest Services, Housekeeping, Laundry, and Retail.
• Ensure uncompromising standards of cleanliness, presentation, room readiness, and service execution across all guest-facing areas.
• Drive operational excellence through quality assurance programs, performance metrics, process improvement, and departmental accountability.
• Continuously evaluate service delivery and operational practices to identify opportunities for innovation and enhancement.

Talent & Culture Leadership

• Cultivate, mentor, and inspire leaders who exemplify professionalism, accountability, and hospitality excellence.
• Foster an environment that promotes engagement, collaboration, continuous development, and internal growth opportunities.
• Establish clear performance expectations while providing meaningful coaching, feedback, and leadership development.
• Serve as a role model for professionalism, emotional intelligence, and servant leadership.

Financial Stewardship

• Provide strategic oversight of departmental budgets, labor resources, forecasting, capital planning, and operational expenditures.
• Drive financial performance through thoughtful resource management, operational efficiencies, and disciplined execution.
• Partner with Revenue Management, Reservations, and Executive Leadership to support occupancy, profitability, and guest satisfaction objectives.
• Balance financial responsibility with an uncompromising commitment to the guest experience.

Executive Leadership

• Contribute to the strategic direction and long-term success of the hotel as a member of the Executive Committee.
• Lead cross-functional initiatives that strengthen service culture, operational performance, and employee engagement.
• Uphold all company policies, safety standards, and operational expectations while fostering a culture of accountability and excellence.
• Serve as an ambassador of The Hermitage Hotel, representing the organization with professionalism, integrity, and pride.

4. Qualifications & Requirements

Required Experience

• Minimum 7 years of progressive leadership experience within luxury or ultra-luxury hospitality environments.
• Minimum 3-5 years of Director-level leadership overseeing multiple Rooms Division functions.
• Proven success leading Front Office, Housekeeping, Guest Services, and related operational disciplines.
• Demonstrated ability to elevate guest satisfaction, team engagement, operational performance, and financial results.
• Strong financial acumen with experience in budgeting, forecasting, labor management, and business planning.
• Proficiency with Opera PMS and hospitality technology platforms.
• Flexibility to support operational demands, including weekends, holidays, and business-critical periods.

Core Competencies

• Luxury Hospitality Leadership
• Executive Presence & Professional Comportment
• Operational Excellence
• Talent Development & Succession Planning
• Emotional Intelligence & Relationship Building
• Financial Acumen & Business Strategy
• Guest Recovery & Service Excellence
• Cross-Functional Leadership & Collaboration

Preferred Qualifications

• Previous experience within Michelin Key, Leading Hotels of the World, Relais & Châteaux, Rosewood, Four Seasons, Ritz-Carlton, Peninsula, Auberge, Waldorf Astoria, Montage, or comparable luxury hospitality environments.
• Multi-lingual capabilities.
• Hospitality degree or equivalent executive leadership experience.
• Experience leading luxury service culture, quality assurance, and guest experience initiatives.

5. Why This Role Shines at The Hermitage Hotel

The Director of Rooms plays a vital role in preserving and advancing the legacy of The Hermitage Hotel. Through exceptional leadership, operational stewardship, and an unwavering commitment to hospitality excellence, this individual shapes the experiences that define our reputation.

This position offers a unique opportunity to influence every stage of the guest journey, develop exceptional teams, and contribute to the continued success of one of America's most iconic independent luxury hotels.

6. Benefits

At The Hermitage Hotel, we value our team members and offer a comprehensive benefits package to support your well-being and professional growth for Full Time Employees:

• Health & Wellness: Affordable health, dental, and vision insurance, with options to extend coverage to spouses, children, or domestic partners.
• Financial Security: Company-provided life insurance and a 401(k) plan with a 3% annual match.
• Work-Life Balance: Paid time off starting at 15 days per year after initial 90 day probationary period, increasing with tenure up to 30 days per year.
• Employee Support: Access to mental and behavioral health services, telehealth consultations, and an employee assistance program.
• Additional Perks: Complimentary meals in the employee cafeteria, subsidized on-site parking, and generous discounts at our retail and restaurant outlets.
• Professional Development: Ongoing education support, including industry training.
• Exclusive Rates: Special hotel rates for employees and discounted rates for friends and family.

7. Schedule:

· Must be available for Weekends/ Holidays

· Morning/Day/Night Shifts

· Shift Length 8(+) Hours

· Full Time range up to 40(+) Hours per week

· Location: In Person

8. Compensation

· Salary based upon experience

· Paid Biweekly

NOTICE

It is the policy of The Hermitage Hotel to employ the most qualified individuals. Promotion from within will be given priority whenever possible thus providing for growth, advancement, and increased responsibility for employees. All candidates are required to pass a pre-employment drug screen and criminal background check prior to beginning employment.

EQUAL OPPORTUNITY EMPLOYER

The Hermitage Hotel is an equal opportunity employer and does not discriminate against associates or job applicants on the basis of race, religion, color, sex, age, national origin, disability, veteran status, or any other condition protected by applicable state and federal laws, except where a bona fide occupational qualification applies.