DIRECTOR OF ROOMS
Luxury Caribbean Resort | Confidential Search
ROLE OVERVIEW
The Director of Rooms is a key member of the Resort Leadership team, responsible for the strategic direction and day-to-day oversight of the Rooms Division. This leader drives operational excellence across Front Desk, Concierge, Communications, Housekeeping, Guest Relations, and Guest Services, ensuring consistently elevated guest experiences and a high-performing team culture.
CORE RESPONSIBILITIES
• Lead and directly supervise Department Heads across all Rooms Division functions
• Set and uphold luxury service and operational standards throughout the division
• Drive guest satisfaction, resolve escalated complaints with professionalism and urgency
• Partner with Sales, Revenue, and Reservations to optimize occupancy, rate, and total revenue
• Manage division financials: labor, budgets, forecasting, and annual budget preparation
• Oversee scheduling, performance evaluations, and disciplinary processes
• Develop and implement employee training, development, and career growth programs
• Conduct routine inspections of all Rooms Division areas to maintain standards
• Build meaningful relationships with return guests and group contacts
EXPERIENCE & QUALIFICATIONS
• 5–7 years of progressive Operations Management experience in luxury hospitality
• Demonstrated success leading multi-department Rooms Division teams
• College degree in Hotel/Restaurant Management, Business Administration, or equivalent
• Proven track record managing department budgets, forecasting, and cost controls
• Experience collaborating with Revenue, Sales, and Reservations to drive financial results
• Strong background in luxury guest relations, complaint resolution, and service recovery
LEADERSHIP PROFILE
• Exceptional interpersonal and communication skills, able to connect across all levels
• Strategic thinker with strong business acumen and operational instincts
• Adaptable and solutions-oriented in a fast-paced, high-expectations environment
• Passionate about service excellence and talent development
• Availability for occasional travel for training, conferences, and special events