Director of Rooms

About the Role

Lead all aspects of the Resort’s guest accommodations to ensure a seamless and exceptional guest experience. Serve as a visible interface with guests, monitoring service feedback and overall satisfaction, and driving continuous improvement. Oversee front office operations, housekeeping, maintenance, security, and retail to maintain high standards of cleanliness, service, and operational efficiency.

Own the guest relationship for VIP guests, ensuring personalized recognition and exceptional service. Manage departmental budgets, labor forecasts, payroll, operating expenses, and costs while achieving key performance metrics such as ADR, RevPAR, Occupancy, Labor productivity, and Guest satisfaction scores.

Develop and implement policies and procedures aligned with brand and customer service standards. Lead recruiting, training, and motivation of staff, adjusting training as needed. Collaborate with Sales, Marketing, and Revenue Management to enhance guest satisfaction and maximize profitability.

Maintain composure and demonstrate calm, confident leadership during emergencies. Drive Guest Satisfaction Scores (GSS) to the highest level through vision, training, and hands-on leadership.

Responsibilities

• Lead and manage front office operations, housekeeping, maintenance, security, and retail departments.
• Monitor guest service feedback and overall satisfaction, implementing continuous improvement cycles.
• Own the guest relationship for VIP guests, ensuring personalized and exceptional service.
• Manage departmental budgets, labor forecasts, payroll, operating expenses, and costs.
• Achieve key performance metrics: ADR, RevPAR, Occupancy, Labor productivity, and Guest satisfaction scores.
• Develop and implement policies and procedures aligned with brand and customer service standards.
• Lead recruiting, training, and motivation of staff, measuring and adjusting training as appropriate.
• Collaborate with Sales and Marketing to enhance guest satisfaction strategies.
• Partner with Revenue Management to maximize room revenue and profitability, proposing strategic initiatives.
• Maintain composure and provide calm, confident leadership during emergencies or tense situations.
• Drive Guest Satisfaction Scores (GSS) to the highest level through vision, training, and hands-on leadership.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or related field strongly preferred.
• Minimum of 5 years of progressive resort/hotel operations experience strongly preferred.
• Proven track record in achieving financial targets, managing budgets, and implementing cost control measures without compromising quality or service.
• Strong financial and analytical acumen.
• Ability to work flexible schedules, including weekends and holidays.
• Able to walk or sit for long periods; flex, bend, stoop, and reach frequently.

Skills

• Exceptional multitasking and project management skills with the ability to meet tight deadlines.
• Strong leadership and team inspiration capabilities.
• High-level stakeholder communication skills, engaging effectively with investors and executives.
• Clear verbal and written communication skills.
• Working knowledge of systems such as Opera, Birchstreet, Hotel Effectiveness, and ProfitSword preferred.