Director of Rooms

Job Description

Bustling CA city hotel on the precipice of an extensive renovation is seeking a Director of Rooms who is a collaborative, passionate hospitality leader.

Position Summary

The Rooms Division Manager oversees all aspects of the Rooms Division, including Front Office, Housekeeping, Guest Services, and concierge.. This role ensures exceptional guest experiences through consistent service delivery, operational efficiency, and effective team leadership. The Rooms Division Manager works closely with department heads to maintain high standards of cleanliness, service, and guest satisfaction while optimizing departmental profitability.

Key Responsibilities

Operational Leadership

• Direct and coordinate the activities of the Front Office, Housekeeping, Guest Services, and related areas to ensure smooth daily operations.
• Develop and implement standard operating procedures (SOPs) to maintain service quality and operational consistency.
• Monitor occupancy, room inventory, and rate management in collaboration with the Revenue and Sales teams.
• Ensure all rooms, public spaces, and service areas meet or exceed brand standards for cleanliness and presentation.
• Maintain compliance with health, safety, and security regulations.

Guest Experience

• Lead the delivery of exceptional guest service at all touchpoints within the Rooms Division.
• Respond promptly to guest feedback, complaints, and service recovery situations.
• Track and analyze guest satisfaction scores and develop improvement action plans.
• Promote a guest-first culture among all team members.

Financial Management

• Prepare and manage departmental budgets, forecasts, and staffing plans.
• Control costs through efficient scheduling, labor management, and inventory control.
• Identify opportunities to maximize revenue from room sales and upselling initiatives.

People Management

• Recruit, train, and develop Rooms Division leadership and team members.
• Conduct performance reviews, coaching, and succession planning.
• Foster a positive and motivated work environment, encouraging teamwork and professional growth.

Reporting & Communication

• Maintain regular communication with the General Manager and other department heads.
• Provide operational reports, including occupancy statistics, financial performance, and guest satisfaction metrics.
• Ensure all departments within the Rooms Division collaborate effectively with other hotel areas such as Food & Beverage, Sales, and Engineering.

Qualifications & Skills

Education & Experience

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• Minimum 5 years of progressive leadership experience in hotel operations, with at least 2 years in a Rooms Division leadership role.
• Experience in luxury or upscale hospitality environments preferred.