Director, Rooms

Position Summary

The Director of Rooms is responsible for the strategic leadership and oversight of all Rooms Division operations, including Front Office, Housekeeping, Guest Services, Concierge, Bell Services, and related guest-facing departments. This role ensures exceptional guest experience, operational efficiency, and consistent service standards throughout all accommodation-related services.

Primary Job Duties

• Oversee all Rooms Division departments including Front Desk, Housekeeping, Concierge, Guest Services, and Bell Services.
• Provide strategic direction and operational leadership to department managers.
• Ensure consistent service standards across all guest-facing accommodation services.
• Ensure exceptional guest service from arrival through departure.
• Monitor guest satisfaction scores and feedback to identify service improvement opportunities.
• Address complex guest concerns or service challenges when escalated.
• Oversee daily operations related to room inventory, occupancy levels, and guest accommodations.
• Cook up with Housekeeping and Front Office to ensure efficient room readiness and turnover.
• Ensure smooth handling of VIP guests, group arrivals, and special accommodations.
• Recruit, train, and mentor Rooms Division leadership including Front Office Managers and Housekeeping Managers.
• Foster a strong culture of service excellence and accountability.
• Conduct performance evaluations and support professional development within the department.
• Aid in developing and managing the Rooms Division budget.
• Maintain departmental revenue, labor costs, and operational expenses.
• Identify opportunities to increase efficiency and profitability within the Rooms Division.
• Work closely with Sales, Events, Food & Beverage, and Engineering departments to support guest needs and property operations.
• Support group bookings, special events, and VIP guest experiences.
• Ensure compliance with health, safety, and operational regulations.
• Maintain quality assurance standards and service consistency throughout guest accommodations.
• Implement operational improvements based on guest feedback and performance metrics.

Knowledge, Skills And Abilities

• Bachelor's degree in hospitality management or related field preferred.
• 7–10 years of hospitality experience with leadership roles in Rooms Division operations.
• Strong knowledge of front office operations, housekeeping management, and guest services.
• Experience with hotel property management systems (PMS) and operational reporting tools.
• Excellent leadership, organizational, and problem-solving skills.

Physical Demands

• Ability to stand or walk for extended periods while overseeing operations.
• Ability to lift up to 30 pounds occasionally.
• Ability to work flexible hours including evenings, weekends, and holidays as operational needs require.