Director of Rooms - NoMad Detroit at Hilton — Detroit

About The Role

The Director of Rooms also maintains ownership of Rooms division budgets, forecasts, labor performance, operating standards, and cross-functional coordination, partnering closely with the General Manager and hotel leadership to support the overall performance of NoMad Detroit.

Rooms Division Leadership & Operational Oversight

Provide strategic and day-to-day leadership of Front Office, Housekeeping, and Valet operations, giving clear direction, guidance, and support to department leaders.

Establish and maintain consistent Rooms division operating standards, service expectations, procedures, and accountability across all assigned departments.

Maintain a highly visible presence throughout guest-facing and back-of-house Rooms areas and monitor operations to ensure standards are consistently executed.

Monitor rooms-related systems, processes, and procedures that directly affect the guest experience and ensure appropriate controls, follow-up, and corrective action are in place.

Ensure effective communication and coordination among Front Office, Housekeeping, and Valet so room readiness, arrivals, departures, guest requests, and service recovery are handled seamlessly.

Review daily operations, occupancy, arrivals, departures, VIP activity, group movements, room status, service issues, and other business needs and ensure appropriate operational plans are in place.

Identify operational trends, service gaps, and opportunities for improvement and implement appropriate solutions with department leaders.

Serve as the senior Rooms leader in the hotel and assume additional operational leadership responsibilities as assigned by the General Manager.

Front Office & Guest Experience

Provide leadership and oversight of Front Office operations and ensure guest arrival, registration, check-in, check-out, billing, and departure processes are efficient, accurate, welcoming, and consistent with NoMad standards.

Ensure Front Office leaders and team members are equipped to anticipate guest needs, personalize service, communicate effectively, and resolve concerns with confidence and professionalism.

Monitor guest feedback, service-recovery activity, operational issues, and recurring concerns and work with leaders to address root causes.

Personally engage with guests when appropriate to resolve complex or elevated service concerns and support special requests.

Ensure VIP arrivals, special occasions, repeat guests, groups, and other high-touch experiences are appropriately coordinated across Rooms and hotel departments.

Partner with Sales, Revenue, Food & Beverage, Guest Relations, and other departments regarding group movements, site visits, special requests, and operational requirements that affect the guest journey.

Housekeeping Oversight

Provide leadership and oversight to the Executive Housekeeper and ensure Housekeeping operations consistently support room cleanliness, presentation, readiness, and NoMad luxury standards.

Ensure effective coordination between Housekeeping and Front Office regarding room status, priorities, early arrivals, late departures, out-of-order rooms, special requests, and VIP accommodations.

Monitor housekeeping performance, room inspection standards, productivity, staffing, guest feedback, and operational trends through the Executive Housekeeper.

Partner with the Executive Housekeeper and Engineering to ensure guestrooms, public areas, equipment, and facilities concerns are identified, communicated, and resolved timely.

Support the Executive Housekeeper in maintaining appropriate operating procedures, quality controls, inventory practices, and team development within Housekeeping.

Valet & Arrival Experience

Provide leadership and oversight of Valet operations and ensure the vehicle arrival and departure experience reflects NoMad's standards of warmth, efficiency, professionalism, and care.

Ensure valet staffing, traffic flow, vehicle handling, guest communication, key control, safety practices, and service standards are effectively managed.

Monitor valet service performance and guest feedback and work with the responsible leader or service partner to address operational or service concerns.

Coordinate with Front Office, Security, Events, Sales, and other departments regarding VIP arrivals, group movements, special events, high-volume periods, and other arrival logistics.

Ensure contracted valet operations, when applicable, perform in accordance with hotel expectations, contractual requirements, safety standards, and NoMad service standards.

Leadership, Talent & Team Development

Lead, coach, develop, and hold accountable Rooms department leaders, including the Executive Housekeeper and Front Office leadership, as well as the responsible Valet leader or partner.

Partner with People & Development on recruitment, selection, onboarding, performance management, employee relations, succession planning, and leadership development within the Rooms division.

Set clear performance expectations for Rooms leaders and provide regular feedback, coaching, recognition, and development.

Monitor team member and leadership performance and encourage continuous improvement, engagement, accountability, and internal growth.

Ensure Rooms leaders maintain appropriate staffing, scheduling, training, and departmental communication based on business needs.

Promote a positive, respectful, inclusive, and service-focused work environment across the Rooms division.

Financial Management, Budgetig & Forecasting

Develop, monitor, and manage Rooms division operating budgets, forecasts, labor plans, expenses, and productivity in partnership with the General Manager and Finance.

Review daily, weekly, monthly, and annual financial and operating performance for assigned departments and identify opportunities to improve efficiency while protecting the guest experience.

Provide direction to Rooms department leaders regarding labor management, scheduling, purchasing, supplies, operating expenses, and other departmental cost controls.

Review and support capital planning and capital requests affecting guestrooms, Housekeeping, Front Office, Valet, and other Rooms-related operations.

Use occupancy forecasts, business volumes, guest patterns, group activity, and operational data to ensure staffing and resources are appropriately aligned with demand.

Balance financial performance and productivity expectations with NoMad's service, quality, and guest-experience standards.

Guest Relations, Service Recovery & Quality

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Model and reinforce a guest-first approach throughout the Rooms division and ensure concerns are addressed promptly, thoughtfully, and professionally.
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Communicate directly with guests when necessary to answer questions, resolve complex concerns, and support service recovery.
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Review guest feedback, quality results, complaints, and service-recovery trends and work with department leaders to implement sustainable improvements.
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Ensure guest preferences, special requests, and relevant information are communicated effectively among Rooms departments and other hotel teams.
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Support the General Manager in resolving significant guest concerns and special situations when requested.
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Thorough knowledge of Front Office, Housekeeping, guest services, and luxury hotel Rooms operations.
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Demonstrated ability to lead multiple departments and develop department heads, managers, and team members.
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Strong knowledge of hotel property-management, registration, reservations, communications, room-status, and related Rooms systems.
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Strong financial-management skills with the ability to develop and interpret budgets, forecasts, labor plans, operating results, and productivity measures.
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Exceptional guest-relations and service-recovery skills with the ability to resolve complex situations using tact, patience, diplomacy, and sound judgment.
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Excellent written, verbal, organizational, and interpersonal communication skills.
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Ability to manage multiple priorities and departments effectively in a fast-paced luxury hospitality environment.
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Strong analytical and problem-solving skills with the ability to identify trends and implement practical operational improvements.
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Ability to build strong cross-functional relationships and communicate effectively with guests, team members, department leaders, executives, vendors, and external partners.
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Working knowledge of housekeeping sanitation, cleanliness, room-inspection, and related operational controls.

Bachelor's degree in Hospitality Management, Hotel Administration, Business Administration, or a related field preferred. Equivalent progressively responsible hotel operations experience may be considered.

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Minimum five years of progressively responsible hotel Rooms or operations leadership experience strongly preferred.
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Previous leadership experience in Front Office, Housekeeping, Guest Services, or Rooms Division operations required.
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Demonstrated experience leading managers and multiple operating functions within a hotel environment.
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Luxury, lifestyle, or full-service hotel experience strongly preferred.
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Experience managing departmental budgets, forecasts, labor, guest-service performance, and operational standards required.
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Pre-opening or hotel-opening experience is a plus.