Director of Rooms

Description

Job Title: Director of Rooms

Department: Rooms Division

Reports to: General Manager / Hotel Manager

FLSA Status: Exempt

Position Summary:

The Director of Rooms oversees all aspects of the Rooms Division, including Front Office, Housekeeping, Guest Services, Concierge, and Laundry and operations. This leadership role ensures seamless guest experiences, operational excellence, and maximum profitability by managing budgets, leading teams, and maintaining high standards of service and cleanliness.

Key Responsibilities:

Provide strategic leadership and direction for the Rooms Division departments.

Oversee daily operations in Front Office, Housekeeping, Guest Services, Concierge, and related areas.

Ensure superior guest satisfaction through consistent quality service and problem resolution.

Monitor and manage departmental performance metrics, budgets, and labor costs.

Collaborate with Revenue Management and Sales teams to optimize room occupancy and yield.

Hire, train, mentor, and develop departmental managers and line staff.

Implement and maintain brand standards, health and safety protocols, and regulatory compliance.

Drive initiatives to improve efficiency, reduce costs, and elevate the guest experience.

Handle VIP guest interactions and resolve high-level service issues or complaints.

Conduct regular audits, inspections, and performance evaluations.

Qualifications:

Bachelor’s degree in hospitality management, Business, or related field (preferred).

Minimum of 5–7 years of progressive hotel management experience, including 2+ years in a senior Rooms Division leadership role.

Strong knowledge of property management systems (PMS), budgeting, and scheduling.

Excellent communication, leadership, and problem-solving skills.

Proven track record in service excellence and staff development.

Ability to work flexible hours, including weekends and holidays.

Key Competencies:

Guest-centric approach

Operational oversight

Team leadership and development

Financial acumen

Conflict resolution

Strategic planning