Director of Rooms

The Director of Rooms serves as the executive leader of the Rooms Division and is responsible for shaping the overall guest experience through strategic leadership, operational excellence, and an unwavering commitment to service. As a member of the Executive Committee, this role provides vision, direction, and stewardship for Front Office, Guest Services, Housekeeping, Laundry, and Retail operations. The Director of Rooms champions a culture of genuine hospitality, accountability, and refinement while ensuring every guest experience reflects the exceptional standards and legacy of The Hermitage Hotel. This highly visible leader balances business acumen with emotional intelligence, cultivating exceptional teams, elevating operational performance, and creating memorable experiences for discerning travelers, dignitaries, executives, and high-profile guests.

Guest Experience & Service Excellence

• Champion a culture of anticipatory service, personalization, and genuine hospitality throughout the guest journey.
• Ensure exceptional execution of VIP, special occasion, and high-profile guest experiences through thoughtful planning, discretion, and attention to detail.
• Drive continuous enhancement of guest satisfaction through service recovery, guest recognition, and personalized experience initiatives.
• Foster strong partnerships across all hotel departments to ensure a seamless and elevated guest experience.

Operational Leadership

• Provide strategic leadership and direction for all Rooms Division operations, including Front Office, Guest Services, Housekeeping, Laundry, and Retail.
• Ensure uncompromising standards of cleanliness, presentation, room readiness, and service execution across all guest-facing areas.
• Drive operational excellence through quality assurance programs, performance metrics, process improvement, and departmental accountability.
• Continuously evaluate service delivery and operational practices to identify opportunities for innovation and enhancement.

Talent & Culture Leadership

• Cultivate, mentor, and inspire leaders who exemplify professionalism, accountability, and hospitality excellence.
• Foster an environment that promotes engagement, collaboration, continuous development, and internal growth opportunities.
• Establish clear performance expectations while providing meaningful coaching, feedback, and leadership development.
• Serve as a role model for professionalism, emotional intelligence, and servant leadership.

Financial Stewardship

• Provide strategic oversight of departmental budgets, labor resources, forecasting, capital planning, and operational expenditures.
• Drive financial performance through thoughtful resource management, operational efficiencies, and disciplined execution.
• Partner with Revenue Management, Reservations, and Executive Leadership to support occupancy, profitability, and guest satisfaction objectives.
• Balance financial responsibility with an uncompromising commitment to the guest experience.

Executive Leadership

• Contribute to the strategic direction and long-term success of the hotel as a member of the Executive Committee.
• Lead cross-functional initiatives that strengthen service culture, operational performance, and employee engagement.
• Uphold all company policies, safety standards, and operational expectations while fostering a culture of accountability and excellence.
• Serve as an ambassador of The Hermitage Hotel, representing the organization with professionalism, integrity, and pride.

Qualifications

• Minimum 7 years of progressive leadership experience within luxury or ultra-luxury hospitality environments.
• Minimum 3–5 years of Director-level leadership overseeing multiple Rooms Division functions.
• Proven success leading Front Office, Housekeeping, Guest Services, and related operational disciplines.
• Demonstrated ability to elevate guest satisfaction, team engagement, operational performance, and financial results.
• Strong financial acumen with experience in budgeting, forecasting, labor management, and business planning.
• Proficiency with Opera PMS and hospitality technology platforms.
• Flexibility to support operational demands, including weekends, holidays, and business-critical periods.

Core Competencies

• Luxury Hospitality Leadership
• Executive Presence & Professional Comportment
• Operational Excellence
• Talent Development & Succession Planning
• Emotional Intelligence & Relationship Building
• Financial Acumen & Business Strategy
• Guest Recovery & Service Excellence
• Cross-Functional Leadership & Collaboration

Preferred Qualifications

• Previous experience within Michelin Key, Leading Hotels of the World, Relais & Châteaux, Rosewood, Four Seasons, Ritz-Carlton, Peninsula, Auberge, Waldorf Astoria, Montage, or comparable luxury hospitality environments.
• Multi-lingual capabilities.
• Hospitality degree or equivalent executive leadership experience.
• Experience leading luxury service culture, quality assurance, and guest experience initiatives.

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 the 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.

Pay

Salary based upon experience. Paid biweekly.

About The Hermitage Hotel

Nestled in Nashville's heart since 1910, The Hermitage Hotel—Nashville's original million-dollar landmark and the storied backdrop of generations of gatherings—continues to uphold its timeless motto: "Meet me at The Hermitage." A National Historic Landmark since 2020, our iconic Beaux Arts architecture connects history and modern luxury under one welcoming roof. Our century-plus evolution includes a respectful 2021–2022 restoration that refreshed our 122 suites while preserving arresting features like the marble lobby and stained-glass ceiling—alongside the debut of refined dining experiences shaped by Michelin-starred Chef Jean-Georges Vongerichten.