Village Hotel Director of Rooms Operations - Full Time

About the role

The Hotel Director of Rooms Operations is a member of the Village Hotel's Leadership Team and oversees all day-to-day operations of the rooms-related departments, including front office, housekeeping, hotel security, and maintenance. This position ensures guest service delivery aligns with the hotel's mission of gracious hospitality and service.

Responsibilities

• Leads and oversees the strategic direction and operations of all rooms-related venues, including front office, housekeeping, maintenance, and security.
• Ensures service levels and product quality are maintained at Biltmore standards.
• Develops strategic plans and budgets for Hotel Rooms areas in collaboration with the Vice President of Destination Guest Experience and the Leadership Team.
• Reviews daily, weekly, and monthly reports on guest, employee, and ownership satisfaction, including DOR, CSM, P&L, labor reports, forecast reports, employee turnover, and engagement survey results.
• Oversees the interview, selection, training, supervision, coaching, and development of all rooms staff, including housekeeping, front desk, guest services, Night Manager, and MOD program.
• Ensures pre-shift and monthly departmental meetings occur, communicating pertinent information to staff.
• Schedules and directs staff assignments personally or through subordinate supervision.
• Develops systems and procedures to deliver desired price/value perception and meet guest satisfaction objectives.
• Monitors purchasing and use of equipment to maintain efficient cost controls.
• Develops safety and sanitation procedures to ensure a high level of safety for guests and staff.
• Ensures purchasing and receiving procedures are in place and enforced to protect company property and maximize profitability.
• Interacts with guests regularly and maintains rapport within the department and with reciprocal Estate departments.
• Resolves problems or complaints to the satisfaction of all involved.
• Develops and fosters training for all personnel.
• Moves throughout the facility to visually monitor and take action to ensure product quality, service, and safety standards are met.
• Maintains profitability of all areas to support overall department operations.
• Controls payroll and equipment costs while minimizing loss and misuse.
• Evaluates cost-effectiveness of all aspects of operation and develops long-range plans to implement cost-saving and profit-enhancing measures.
• Directs and manages the hotel manager on duty program.
• Reviews financial transactions and monitors budgets to ensure expenses stay within limitations.
• Confers with managers within the hotel and the estate to anticipate and resolve guest-related issues in a timely and efficient manner.

Qualifications

• Four-year college degree in Hospitality Management preferred; equivalent combination of education and experience considered.
• At least ten (10) years of leadership experience in a 4/5-star rated hotel/resort setting, with exposure to both front-of-house (FOH) and back-of-house (BOH) rooms operations.
• Prior experience serving on a leadership team and thorough knowledge of Forbes 4/5-star standards preferred.
• Demonstrated commitment to delivering world-class internal and external guest service; high degree of emotional intelligence.
• Proven leadership skills with the ability to build, develop, and motivate teams while fostering positive working relationships across the organization.
• Outstanding interpersonal, communication, and guest service recovery skills; conveys information clearly and concisely; strong public speaking and presentation skills.
• Excellent organizational, planning, project, and time management skills; capable of developing and executing plans and analyzing business data to make recommendations.
• Proactive problem-solver with good judgment; anticipates, troubleshoots, and prioritizes work while adapting to changing needs; keen attention to detail with a focus on quality and service.
• Proficiency in Microsoft Word, Excel, and PowerPoint; ability to quickly learn Biltmore’s history, products/services, systems, and protocols.
• Represents Biltmore professionally with a wide variety of constituencies; maintains high ethical standards and reflects company core values; ensures confidentiality.

Physical Requirements

The incumbent may work in an office or hotel environment and will be required to lift up to 35 pounds occasionally.