Director, Rooms

About the role

1 Hotels is a mission-driven brand celebrating nature in every decision, from guest arrival to departure. The Director of Rooms provides strategic leadership and operational excellence for the Rooms Division—including Front Office, Housekeeping, Guest Services, Concierge, Reservations, and related guest-facing departments—ensuring seamless luxury guest experiences, financial performance, service excellence, brand standards, and team development aligned with 1 Hotels’ vision and values.

Responsibilities

• Lead and oversee all Rooms Division departments to deliver exceptional luxury service from curb to pillow
• Act as hotel ambassador, engaging with guests, VIPs, and partners and resolving concerns professionally
• Embed service excellence initiatives to drive continuous improvement in guest satisfaction, online reputation, and quality assurance
• Oversee guest recovery and problem-resolution processes during guest stays
• Partner with reputation and guest experience leaders to analyze feedback trends and implement service/product enhancements
• Ensure accurate forecasting, budgeting, and financial performance for the Rooms Division, including productivity, cost control, and revenue optimization
• Develop and manage the annual Rooms budget, capital planning, and long-term strategic plans with hotel leadership
• Participate in revenue management strategies to maximize Rooms revenue, RevPAR, upselling, and profitability
• Oversee rooms renovation projects, public space upgrades, and preventive maintenance with Engineering and ownership
• Lead talent planning, recruitment, onboarding, training, development, and succession planning across the Rooms Division
• Coach, mentor, and inspire leaders and team members to exceed guest expectations and support career growth
• Drive colleague engagement through action planning, recognition programs, communication meetings, and an inclusive culture
• Resolve colleague concerns professionally and in a timely manner while fostering trust and collaboration
• Build and maintain strong cross-functional relationships with departments, corporate partners, and tourism stakeholders
• Establish, monitor, and report on key performance indicators for the Rooms Division, balancing guest, colleague, owner, and brand needs
• Lead compliance with quality audits, brand standards, internal audits, and luxury ratings to drive continuous improvement
• Champion sustainability initiatives within the Rooms Division, supporting environmental programs and green practices
• Promote health, safety, and wellbeing of guests and colleagues through crisis preparedness, emergency procedures, and risk management
• Serve on the hotel’s crisis management team and support crisis communication execution within the Rooms Division
• Stay current with industry trends, best practices, and service innovations to enhance the guest experience
• Follow company safety and security policies; report maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials
• Ensure compliance with hotel policies, procedures, and standards for self and colleagues
• Ensure uniform and personal appearance are clean and professional
• Maintain confidentiality of proprietary information
• Embody 1 Hotels Vision, Mission, and Compass; deliver on Our Promise, provide Good-Natured Service, and uphold Brand Pillars
• Perform other reasonable duties as assigned by executive leadership

Qualifications

• Minimum of 5 years of progressive leadership experience within a Rooms Division, including Department Head or Division Head roles
• University degree in Hotel Management, Hospitality, or a related discipline preferred
• Strong financial acumen with experience in budgeting, forecasting, and revenue optimization
• Proven ability to analyze data, identify trends, and implement strategic improvements
• Exceptional leadership, coaching, and team development capabilities
• Excellent interpersonal, communication, and guest engagement skills
• Results-oriented with the ability to adapt to changing priorities and perform under pressure
• Highly organized, strategic thinker with strong planning and execution skills
• Passion for luxury hospitality, service excellence, and sustainable operations
• Ability to lead with vision, creativity, accountability, and a positive, people-first mindset

Pay

Salary range: $170,000 – $185,000