Director of Rooms

About the role

The Director of Rooms serves as the strategic leader of the Rooms Division and is responsible for the overall performance, guest experience, financial success, and operational excellence of Front Office, Guest Services, Housekeeping, Laundry, and Retail operations.

This role requires an emotionally intelligent, highly visible, and hands-on leader who can balance strategic business priorities with genuine hospitality, while cultivating exceptional teams and delivering memorable experiences for discerning travelers, VIP guests, dignitaries, and high-net-worth clientele.

Responsibilities

• Champion a culture of anticipatory service that consistently exceeds guest expectations through personalization, warmth, and attention to detail.
• Lead the execution of all VIP, special occasion, and high-profile guest experiences with professionalism, discretion, and precision.
• Maintain a visible presence throughout the hotel, engaging with guests and team members to strengthen relationships and enhance the overall experience.
• Partner with Food & Beverage, Sales, Reservations, Engineering, and Executive Leadership to ensure a seamless and unified luxury guest journey.
• Provide strategic oversight of Front Office, Guest Services, Housekeeping, Laundry, Retail, and related Rooms Division functions.
• Establish and maintain exceptional standards of cleanliness, presentation, maintenance readiness, and service delivery throughout all guest-facing areas.
• Drive accountability through routine operational audits, quality assurance reviews, guest feedback analysis, and performance metrics.
• Ensure all guest interactions, departmental procedures, and operational standards align with The Hermitage Hotel's service philosophy and brand expectations.
• Lead departmental planning, staffing strategies, succession planning, and operational efficiencies while maintaining exceptional service standards.
• Recruit, develop, coach, and retain high-performing leaders and team members who embody professionalism, refinement, and hospitality excellence.
• Foster a culture built on accountability, ownership, collaboration, continuous improvement, and servant leadership.
• Provide ongoing mentorship, performance coaching, and development opportunities to support career growth and internal advancement.
• Establish clear performance expectations and ensure leaders are consistently delivering results aligned with hotel objectives.
• Promote an environment that values professionalism, emotional intelligence, communication, and genuine care for both guests and team members.
• Develop and manage departmental budgets, labor strategies, forecasting, expense controls, and capital planning initiatives.
• Monitor operational performance through key business metrics including guest satisfaction, labor productivity, payroll management, room readiness, cleanliness scores, and profitability.
• Identify opportunities to improve operational efficiencies while preserving the integrity of the guest experience.
• Collaborate with Revenue Management and Reservations teams to optimize inventory utilization, room readiness, and arrival experiences.
• Contribute to the achievement of hotel-wide financial objectives through strategic planning and disciplined execution.
• Serve as an active member of the Executive Committee, contributing to hotel-wide initiatives, business planning, and organizational strategy.
• Support and uphold The Hermitage Hotel's mission, values, culture, and leadership expectations.
• Lead cross-functional initiatives focused on elevating service standards, operational performance, and employee engagement.
• Act as a key ambassador of the hotel both internally and externally through professional representation and community engagement.
• Ensure compliance with all company policies, safety regulations, labor requirements, and operational standards.

Qualifications & Requirements

• Required Experience:
• Minimum 7-10 years of progressive Rooms Division leadership experience within luxury or ultra-luxury hospitality environments.
• Minimum 3-5 years of experience leading multiple Rooms Division departments at a Director level or equivalent senior leadership role.
• Proven experience overseeing Front Office, Housekeeping, Guest Services, and related operational departments within a luxury hotel environment.
• Demonstrated success leading large teams while maintaining exceptional guest satisfaction, employee engagement, and financial performance.
• Experience serving discerning clientele, including VIPs, executives, dignitaries, celebrities, and international travelers.
• Strong financial acumen with experience managing budgets, forecasting, labor controls, and departmental profitability.
• Proficiency with Opera PMS and other hospitality technology platforms.
• Ability to work flexible schedules including evenings, weekends, holidays, and business-critical operational periods.
• Core Competencies:
• Luxury Hospitality Leadership – Demonstrates an exceptional understanding of refined service, guest psychology, personalization, and luxury expectations.
• Executive Presence – Maintains a polished, professional, and confident demeanor while inspiring trust and credibility at all levels.
• Operational Excellence – Consistently delivers exceptional results through discipline, organization, accountability, and attention to detail.
• Talent Development – Builds strong teams through coaching, mentorship, succession planning, and leadership development.
• Emotional Intelligence – Navigates complex guest, employee, and business situations with professionalism, empathy, and sound judgment.
• Business Acumen – Understands the relationship between guest experience, operational efficiency, employee engagement, and financial performance.
• Service Recovery Expertise – Resolves concerns with urgency, ownership, diplomacy, and a commitment to preserving guest loyalty.
• Collaboration & Influence – Builds strong relationships across departments while fostering alignment and shared accountability.
• Preferred Qualifications:
• Previous experience within a Michelin Key, Forbes-rated, Leading Hotels of the World, Relais & Châteaux, Auberge, Four Seasons, Ritz-Carlton, Waldorf Astoria, Peninsula, Rosewood, Montage, or comparable luxury environment.
• Multi-lingual capabilities.
• Hospitality degree or equivalent luxury hospitality leadership experience.
• Experience leading service culture initiatives, quality assurance programs, and luxury guest experience strategies.

Benefits

• 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.

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

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 exists.