The Director of Rooms is responsible for the successful operation of all aspects of the short-term rental program, including its employees, financial performance, guest satisfaction, and leadership. Scope includes approximately 46 rental units.
As a department head, directs managers, supervisors, and employees in the successful execution of all operations, including guest arrival and departure, rooms control, Member and guest transportation, Concierge, guest communication, owner relations, and cottage maintenance. Continually improves guest and employee satisfaction while maximizing departmental financial performance.
Duties and Responsibilities:
- Leads, influences, and encourages others through effective interpersonal and communication skills; builds trust, respect, and cooperation; advocates sound financial and business decisions; demonstrates honesty and integrity; and serves as a role model for appropriate behaviors.
- Supervises, manages, and develops managers, supervisors, and employees; oversees day-to-day operations and long-term plans for assigned areas; and understands team positions well enough to perform duties in their absence.
- Optimizes revenue maximization through management of Rooms control and coordination.
- Communicates and collaborates with the housekeeping leadership team to ensure rental units are cleaned and turned efficiently, on time, and to quality standards for arriving Guests and Members.
- Establishes open, collaborative team relationships and ensures managers and supervisors foster the same environment.
- Sets performance expectations in accordance with job descriptions, monitors progress, provides guidance and coaching, observes service behaviors, and gives feedback to employees and managers as needed.
- Recognizes and celebrates team contributions and ensures employee recognition occurs across all areas of responsibility.
- Manages the team responsible for department vendors, ensuring compliance with company policies and adequate vendor coverage for operational needs.
- Manages departmental controllable expenses to achieve or exceed budgeted goals and ensures compliance with all standards and procedures.
- Serves as the Service Champion for Concierge, Guest Services, Transportation and Cottage Maintenance by creating a positive work environment, modeling excellent hospitality, and fostering strong guest relations.
- Empowers employees to deliver service above and beyond expectations, supporting customer satisfaction, retention, and continuous service improvement.
- Reviews guest comments, satisfaction survey results, and other data to identify improvement opportunities; responds to guest concerns and manages service recovery.
- Provides on-call support for after-hours emergencies or guest needs as required.
- Leads innovation efforts that evolve the short-term rental program in a positive direction.
Safety Responsibilities and Requirements:
- Performs job responsibilities and operates equipment in accordance with company safety and training programs.
- Uses personal protective equipment as trained and required.
- Maintains a safe and clean work environment.
- Reports safety or hazard concerns to management.
- Reports any on-the-job injury to management.
- Takes personal responsibility for safety every day.
Qualifications/Requirements/Experience/Education:
- A minimum of 4 years of experience in guest services, front desk, or a related professional area or, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, plus 2 years of experience in guest services, front desk, or a related professional area.
- Ability to lead, train, and manage a team to maintain the guest and member experience at the highest standards.
- Strong written and verbal communication skills to collaborate with staff and communicate with guests and members.
- Ability to work effectively with the public, with courteous and excellent communication skills
- Skilled in managing budgets, tracking expenditures, and planning for future improvements
- Knowledge of computers and the Microsoft Office suite.
- Valid Georgia driver’s license and good driving record.
- Ability to frequently lift to 75 lbs. (e.g., golf clubs, luggage); ability to reach overhead and below the knees; ability to bend, stretch, lift correctly, twist, pull, and stoop; ability to move up and down stairs or ramps.
- Ability to work outdoors in various weather conditions.
- Professional, courteous and friendly attitude.
Schedule Requirements:
Must be flexible to work any day, including AM or PM shifts.