Director of Rooms / Operations

Summary

The Director of Rooms/Operations is responsible for the leadership and performance of Front Office and Housekeeping, ensuring an exceptional guest experience at every stage of the stay. Reporting to the General Manager, this role combines hands-on operational leadership with high service standards, strong team engagement, and disciplined execution.

Responsibilities

• Focus on front office and rooms operation, including training, scheduling, daily duties, etc.
  • Tour the operating departments, daily making adjustments as needed via department heads.
  • Conduct weekly staff meetings, including weekly training sessions presented by managers and self-using the steps to effective training according to Highgate Hotel standards, and the review of previous and future sales and operations efforts.
  • Meet all financial review dates and corporate directed programs in a timely fashion.
  • Hold a monthly financial review with all department managers, M.I.D.s and available supervisors.
  • Ensure that all department heads maintain budgeted productivity levels and Hotel standard checkbook accounting procedures.
  • Develop managers for future advancement through competency training and corporate sponsored training programs.
  • Participate in required M.O.D. coverage as scheduled.
• Maintain direct contact with and monitor the development of management trainees.
  • Adhere to all Hotel policies and procedures and train new managers to ensure compliance.
  • Ensure that training in service standards is taking place in each department using the steps to effective training according to Highgate Hotel standards.
  • Afford a positive team-oriented environment which focuses on the guest, through employee development and motivation.
• Perform all department manager performance appraisals according to Hotel S.O.P.'s and ensure that managers are in compliance to the standards in their administration of performance appraisals to their staff.
  • Motivate, coach, counsel and discipline all management personnel according to Hotel S.O.P.'s and ensure that managers are in compliance to the standards in their administration of counseling and disciplinary steps.

Qualifications

• At least 6 years progressive experience in a hotel or a related field; or a 4-year college degree and at least 4 to 5 years of related experience; or a 2-year college degree and at least 5 to 6 years of related experience.
  • Deep understanding of Luxury guest expectations and 5-star service delivery.
  • Previous management experience required.