Silver Dollar City Resort Director of Rooms

Job Summary       

Silver Dollar City is ushering in a new era of Ozarks hospitality with its first-ever landmark resort, a stunning six-story, craftsman-style, 262-room retreat overlooking sweeping, untouched vistas of the Ozark Mountains and Table Rock Lake. Thoughtfully designed to blur the lines between nature, craft, and comfort, Silver Dollar City Resort offers guests direct, priority access to the park and nearby attractions, and serves as a focal point of a major, multimillion-dollar investment redefining the Branson experience. From the theme park and White Water to Showboat cruises and the region’s most beloved adventures, the resort is the best way to experience it all.

Joining the Silver Dollar City Resort team is becoming part of a legacy of service. Rooted in the Herschend family’s decades-long commitment to heartfelt hospitality, inspiring storytelling, and the preservation of regional craft, this organization has grown from a single cave tour in the 1950s into the world’s largest family-owned theme park, attractions, and hospitality company. If you’re passionate about creating meaningful, memory-making experiences and want to play a foundational role in shaping how thousands of families discover the Ozarks for generations to come, this is a rare opportunity to help build something extraordinary with a mission-driven team that truly cares.

The Director of Rooms is responsible for all Rooms and Recreation operations at Silver Dollar City Resort. This role provides strategic vision, leadership, and supervision to all areas of responsibility ensuring high levels of guest satisfaction. This leader is expected to monitor guest and team member satisfaction, manage departmental expenses, and focus on continuous improvement resulting in improved business results across all objectives.

Summary of Essential Functions & Responsibilities

• Direct and administer Rooms Division operations, including front office, bell/valet, ticketing, housekeeping, laundry, and recreation, to include, but not limited to, daily operations, guest service standards and initiatives, product quality, inventory management and cost controls, systems use management, budgeting, and forecasting
• Responsible for resort-wide overall levels of guest satisfaction with emphasis on key drivers of Net Promoter Scores
• Lead pre-opening planning and buildout for the Rooms Division; hiring, training, systems configuration, and SOP development, to ensure a seamless opening in early 2027
• Develop department-specific business and strategic plans that ensure coordination with Herschend Family Entertainment and Silver Dollar City Resort brand initiatives, vision, mission, core values, standards, and goals
• Serve as a true "product and experience" minded subject matter expert utilizing strong hospitality, business, and financial skills, and accustomed to achieving a balance across guest experience, team member satisfaction, financial, safety, and organizational goals
• Lead safety efforts for the Rooms Division and other areas of responsibility, including health department inspections and internal and external audits. Ensure compliance with team member safety committee meetings, General Safety Training, and all company safety standards and procedures
• Conduct regularly scheduled walkthroughs of guestrooms, common areas, and heart-of-house
• Conduct regularly scheduled Rooms Division meetings with leadership
• Participate in annual Rooms Division budgeting process
• Monitor VIP and special guest programs
• Oversee resort ticketing operations, ensuring accurate sales, reconciliation, and a seamless guest experience at point of purchase
• Attend weekly revenue meetings
• Maintain a strong understanding of what drives guest satisfaction; monitor guest feedback from all sources
• Monitor and assess service and satisfaction trends; evaluate and address issues, systems, and procedures to make improvements accordingly
• Support the delivery of hospitality training to all guest-facing team members
• Respond to guest inquiries and requests; resolve guest issues and concerns in a timely, friendly, and efficient manner
• Build strong relationships with department leaders and managers to ensure clarity and consistency in their stewardship of respective responsibilities
• Build strong cross-functional relationships with Herschend Enterprise teams including Safety/Security, IT, Finance and Accounting, Human Resources, Sales and Marketing, and Food & Beverage to ensure company expectations are achieved
• Oversee the Manager on Duty program
• Assure profitability and contribution of departments by closely monitoring labor, expenses, sales, and inventory
• Ensure department leaders are controlling staffing and labor expenses for their respective departments. Maintain close attention to team member retention and experience in each department
• Ensure plans are in place to properly train and equip all team members to perform their job responsibilities
• Establish and clearly articulate all performance standards; constantly monitor results to ensure expectations are being met
• Develop and promote an entrepreneurial spirit by making recommendations targeting increased guest satisfaction, team member satisfaction, sales, and profitability
• Oversee the development of the team's leadership to ensure growth, build a strong bench, coach, inspire, empower, provide feedback, and ensure accountability to reach company goals and career objectives
• Responsible for performance management for all areas of responsibility and direct reports
• Ensure compliance with all federal, state, local, and company regulations, policies, and procedures
• Act in the capacity of General Manager in his/her absence

Management reserves the right to change and/or add to these duties at any time.

Qualifications

• Minimum 5 years of leadership experience as a multi-faceted hotel leader with assistant department head or department head experience in front office and housekeeping required. Experience in pre-opening and/or rapid growth organizations preferred
• Previous experience as a Director of Rooms or Hotel Manager is required
• Proven track record with leading-edge methods of guest and team member satisfaction in a mid-to-large-size hotel/resort environment required
• College degree preferred. Degree in Business or Hospitality preferred. Extensive practical experience would be considered in lieu of educational degrees
• Requires a broad knowledge of hotel/resort operations with specific expertise in rooms operations
• Strong working knowledge of revenue management and the successful strategies and practices that maximize revenue
• Proven track record of successfully developing teams and individuals
• Proficient knowledge of common office software including word processing, presentation design, and spreadsheet software required
• Hands-on working knowledge of PMS and POS systems; Opera (PMS) experience preferred
• Driver's license and acceptable driving record required
• Offers of employment are contingent upon satisfactory completion of background screening which includes criminal history and motor vehicle record check

Knowledge, Skills and Abilities

• Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other team members
• Must reflect Herschend Family Entertainment's image by being genuinely friendly and caring and by taking pride in work
• Must be self-motivated and disciplined
• Must be able to prioritize and complete work assignments on a timely basis
• Must maintain strict confidentiality and sound judgment regarding privileged information
• Must be committed to continuous improvement
• Must maintain a professional appearance with good personal hygiene
• Must promote and support a team-oriented work environment by cooperating and helping co-workers
• Must be productive in a fast-paced, pre-opening environment
• Must maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends, and holidays\
• Must be sensitive to the needs of our guests and feel empowered to act to meet their needs within company guidelines
• Must be able to utilize effective communication, problem solving, conflict management, and interpersonal skills
• Able to collaborate with cross-functional teams to plan, execute, and deliver projects ahead of schedule, fostering open communication and mutual support to achieve shared goals
• Able to comprehend instructions and retain information
• Able to perform duties consistently while creating a safe and secure environment for team members and guests
• Able to be flexible and handle frequent changes in priorities
• Able to add, subtract, multiply, and divide with accuracy
• Must be able to communicate effectively with guests and team members using approved communication methods
• Strong reading, writing, speaking, and presentation skills
• Able and willing to facilitate resort-based trainings in front of other leaders and team members

Physical Requirements

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Stand: Indoor and outdoor. Uneven terrain, inclines, tile, wood, carpet, asphalt and concrete.
• Walk: Up/down steps, uneven and sloped surfaces, including to and from assigned employee parking and employees assigned work areas.
• Sit
• Lift and/or move: Up to 40 lbs.
• Climb: Ascend and descend indoor and outdoor stairs, uneven and sloped surfaces [and be able to climb and descend on an employee shuttle bus].
• See: Near/far, peripheral vision and color vision.
• Repetitive Motion: Stoop, bend, kneel, reach and twist.
• Use fingers and hands to handle or feel and reach with hands and arms. Must have manual dexterity necessary to complete all job duties.
• Speak and hear clearly.
• Able to operate different types of motorized vehicles, including but not limited to automobiles, vans, golf carts, and other all-terrain vehicles, as well as the ability to enter and exit vehicles multiple times daily.
• Able to obtain a Missouri State driver’s Class E license and auto insurance.

Benefits Offered

• Free Admission- Free admission to Silver Dollar City Attractions and discounted admissions to Herschend Enterprises’ attractions and resorts across the US for you and your dependents.
• Exclusive Admission Discounts- Complimentary tickets & discounts on season passes for loved ones.
• Food & Merchandise Discounts- Discounts on dining, drinks and merchandise across Silver Dollar City Attractions.
• 401(k) & Profit Sharing- The Profit Sharing and 401(k) Retirement Plan is available to hosts after they have been with the Company for 3 months (Monthly Plan Entry Dates).
• Health Insurance- Affordable health plan options (co-pay, HSA, FSA) available to all full-time seasonal and year-round employees.
• Mary's Well House- Employee health center provides employees with basic office visits, x-rays and lab work for co-pay, whether insured or not.
• Free Tuition– Earn your degree, debt-free. 100% free tuition starting day one of employment. Learn more at  https://herschend.guildeducation.com/partner.
• See all the benefits offered through Silver Dollar City at: https://www.silverdollarcity.com/Employment/Benefits.