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.