Rooms Division Director

Key Responsibilities

Operations Management

• Manage and supervise operations of the front desk, bell services, Villas, reservations teams and Housekeeping ensuring high-quality guest service as per Hawks Cay's standards.


• Oversee check-in/check-out processes, ensuring efficient guest interactions and accurate billing.


• Coordinate bell services for luggage handling and guest assistance, maintaining a welcoming and professional demeanor.


• Ensure security protocols are enforced to maintain a safe environment for guests and staff across the oceanfront property.


• Supervise reservations to optimize occupancy, manage booking systems, and handle special requests, aligning with the resort’s revenue goals.

Guest Experience

• Uphold Hawks Cay’s commitment to anticipatory and personalized service, addressing guest needs proactively with a focus on luxury and hospitality.


• Handle escalated guest concerns, ensuring prompt resolution to maintain high satisfaction scores.


• Collaborate with other departments (e.g., housekeeping, spa, dining, marina) to deliver a cohesive guest experience across the resort’s amenities, including multiple pools and dining venues.

Staff Management

• Recruit, train, and mentor department managers and staff, fostering a diverse and culturally inclusive workplace.


• Develop schedules to ensure adequate staffing while balancing operational needs with employee work-life balance.


• Implement training programs to enhance skills in customer service, safety, and reservation systems.

Operational Efficiency & Compliance

• Monitor and manage departmental budgets, ensuring cost-effective operations while maintaining luxury standards.


• Oversee maintenance of front office systems, including booking software and security protocols.


• Ensure compliance with resort policies, including non-smoking rules, accessibility accommodations, and pet policies.

Performance Metrics

• Track key performance indicators (KPIs) such as guest satisfaction scores, occupancy rates, and departmental revenue contributions.


• Analyze feedback from platforms like Tripadvisor and internal surveys to identify areas for improvement.

Qualifications

• Bachelor’s degree in hospitality management, business administration, or a related field (preferred).


• Minimum of 5–7 years of experience in hotel operations, with at least 3 years in a supervisory or managerial role overseeing front office, reservations, villas, or related areas.


• Proven leadership skills with experience managing diverse teams in a high-paced, luxury hospitality environment.


• Strong knowledge of reservation systems (PMS), front office operations, revenue management, and security protocols.


• Exceptional communication, problem-solving, and interpersonal skills.


• Familiarity with the Florida Keys market and luxury traveler expectations is a plus.


• Ability to work flexible hours, including weekends and holidays.

Work Environment Fast-paced, guest-facing leadership role at a full-service oceanfront resort in Duck Key, Florida. This position offers a stunning island setting with access to resort amenities (based on availability) and opportunities for professional growth.

Benefits

• Competitive salary


• Medical, dental, vision, and ancillary benefits


• Potential discounts at sister properties


• Opportunities for professional development in a high-profile luxury resort

Equal Employment Opportunity (EEOC) Hawks Cay Resort is an Equal Opportunity Employer (EOE). We recruit, employ, train, compensate, and promote regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other basis protected by applicable federal, state, or local law.

We are committed to providing a workplace free from discrimination and harassment and to fostering a diverse, inclusive, and equitable environment for all team members and applicants.