Job Description
Job Description
Job Summary
The Director of Rooms is a seasoned luxury hospitality leader responsible for overseeing Housekeeping, Guest Services, Security and Engineering to ensure seamless operations and an exceptional guest experience marked by warmth, precision and anticipatory service. This role calls for a professional with a wealth of experience in luxury hotel operations, a sharp eye for detail and a thoughtful, guest-centric approach to leadership. Through collaboration, innovation and mentorship, the Director of Rooms inspires excellence in execution, elevates the guest journey, safeguards asset integrity and champions a workplace culture rooted in respect, inclusion and service distinction.
In this highly visible role, the Director serves as a guardian of quality, safety and operational consistency while also being a steward of the resort’s physical spaces and the well-being of its guests and colleagues. This position requires a leader who is as gracious as they are results-driven, equally comfortable greeting a returning guest by name as they are guiding a complex facilities improvement plan or analyzing departmental KPIs. With an unwavering commitment to operational excellence and refined hospitality, the Director of Rooms plays a critical role in shaping memorable guest experiences and cultivating a culture of excellence throughout the resort.
Education & Experience
• Minimum 8 years of progressive Rooms‑division leadership in four‑ or five‑star/luxury hotels or resorts, including 5 years at Director (or senior manager) level.
• Demonstrated success managing multiple operational departments (Guest Services, Housekeeping, Security, Engineering) in a high‑volume resort.
• Proven track record improving service‑quality metrics (e.g., Forbes/LQA, GSS, TripAdvisor, RevPAR Index).
• Expert user of property‑management and maintenance‑management systems (Opera Cloud or similar).
• Proficient with Microsoft Office Suite and data‑analysis dashboards.
• Inspiring, hands‑on coach who builds empowered, service‑oriented teams.
• Fluent, professional communication in English and Spanish (verbal and written).
Physical Requirements
• Long and flexible hours are sometimes required, including evenings, weekends, and holidays, based on business needs and emergency situations.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must be able to stand and walk for extended periods of time throughout the property, including conducting site inspections and departmental walkthroughs.
• Ability to respond quickly and calmly in emergency situations, including assisting in evacuation procedures or supporting crisis response.
• Visual acuity and hearing sufficient to observe performance, assess room and facility conditions, and communicate effectively with guests and staff in person or over communication devices.