Director of Rooms

About the role

The Director of Rooms is a leader and member of our Resort Executive Team, responsible for ensuring exceptional guest experiences through the leadership of front office, housekeeping, and guest services. Key competencies include a strong focus on personalized anticipatory service, leadership through action, a strong financial acumen, and the ability to remain calm while handling multiple situations.

Responsibilities

• Lead all aspects of the Resort’s guest accommodations to ensure a seamless and exceptional guest experience
• Lead with a guest centric focus, able to decide critical priorities and bring to closure
• Serves as a visible interface with guests, monitoring service feedback and overall satisfaction, and leading a continuous cycle of improvement
• Lead and manage front office operations, housekeeping, guest services and retail, leading these departments to maintain high standards of cleanliness, service, and operational efficiency
• Owns the guest relationship of VIP guests, ensuring personalized recognition and exceptional service
• Leads in financial acumen of departments, to include managing departmental budgets and labor forecasts; payroll, operating expenses, and departmental costs
• Responsible for and accountable for key performance metrics including: ADR, RevPAR, Occupancy, Labor productivity, Guest satisfaction scores
• Develops and implements policies and procedures that align with the brand and customer service standards
• Recruits, trains, and motivates associated departments, measuring and adjusting training as appropriate
• Collaborates with Sales and Marketing to develop strategies that enhance guest satisfaction
• Pairs with Revenue Management to maximize room revenue and profitability, including proposing strategic initiatives
• Maintains composure and demonstrates calm, confident leadership during tense or emergency situations, serving as a reassuring presence and effectively guiding the team through challenging circumstances
• Drives GSS scores to the highest level with proper vision, training, and hands-on leadership

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field strongly preferred
• A minimum of 5 years of progressive resort/hotel operations experience strongly preferred
• Exceptional multitasking and project management skills with an ability to meet tight deadlines and bring items to closure
• Proven track record in achieving financial targets, managing budgets, and implementing cost control measures without compromising on quality and service
• Strong financial and analytical acumen
• Possesses strong high-level stakeholder communication skills, engaging effectively with investors and executives
• Demonstrated clear verbal and written communication skills
• Able to apply working knowledge of systems such as Opera, Birchstreet, Hotel Effectiveness, and ProfitSword preferred
• Able to work flexible schedules including weekends and holidays
• Able to walk or sit for long periods of time; able to flex, bend, stoop, reach on a frequent basis

Benefits

• Competitive wellness options and perks for both Part Time and Full Time employees
• Time off package including state VT Sick time for all employees, as well as a generous PTO plan plus 10 paid Holidays for full-time status employees
• EOS Family Matters Program of 3+ months fully paid parental leave for new parents
• Retail savings option of 401k with employer match of up to 4% for all employees
• Complimentary $25K in Life insurance and $1K/mo. in long-term disability coverage for full-time employees
• Optional additional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Company-funded Employee Assistance Program for life challenges and mental health resources
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Compensation: This is a full-time salaried position with a potential wage range of $85,000 - $115,000 per year
• Incentive opportunities for both hourly and managerial roles
• Supportive, open workplace culture with flexible and understanding work-life equality