Director of Rooms

Job Summary

Lead all aspects of the Resort’s guest accommodations to ensure a seamless and exceptional guest experience

Lead with a guest centric focus, able to decide critical priorities and bring to closure.

Serves as a visible interface with guests, monitoring service feedback and overall satisfaction, and leading a continuous cycle of improvement

Lead and manage front office operations, housekeeping, maintenance, security and retail, leading these departments to maintain high standards of cleanliness, service, and operational efficiency

Leads with credibility: building and inspiring trust throughout all departments

Owns the guest relationship of VIP guests, ensuring personalized recognition and exceptional service

Leads in financial acumen of departments, to include managing departmental budgets and labor forecasts; reviewing payroll, operating expenses, and departmental costs.

Responsible for and accountable for key performance metrics including: ADR, RevPAR, Occupancy, Labor productivity, Guest satisfaction scores

Responsible for developing and implementing policies and procedures that align with the brand and customer service standards

Lead in the recruiting, training and motivation of associated departments measuring and adjusting training as appropriate

Collaborate with Sales and Marketing to develop strategies that enhance guest satisfaction

Partner with Revenue Management to maximize room revenue and profitability including proposing strategic initiatives

Maintains composure and demonstrates calm, confident leadership during tense or emergency situations, serving as a reassuring presence and effectively guiding the team through challenging circumstances

Drive GSS scores to the highest level with proper vision, training and hands on leadership

Key Skills & Experience Required

• Bachelor’s degree in Hospitality Management, Business Administration, or related field strongly preferred
• A minimum of 5 years of progressive resort/hotel operations experience strongly preferred
• Exceptional multitasking and project management skills with an ability to meet tight deadlines and bring items to closure
• Proven track record in achieving financial targets, managing budgets, and implementing cost control measures without compromising on quality and service
• Effectively able to lead and inspire
• Strong financial and analytical acumen
• Possesses strong high-level stakeholder communication skills, engaging effectively with investors and executives
• Demonstrated clear verbal and written communication skills
• Able to apply working knowledge of systems such as Opera, Birchstreet, Hotel Effectiveness, and ProfitSword preferred.
• Ability to work flexible schedules including weekends and holidays.
• Able to walk or sit for long periods of time; able to flex, bend, stoop, reach on a frequent basis.