Director of Rooms

About This Role

This role provides strategic vision, leadership, and supervision for Rooms, Entertainment/Recreation, and Spa operations at Dollywood’s DreamMore Resort & Spa, ensuring high levels of guest satisfaction and successful business results.

Responsibilities

• Direct and administer Rooms Division operations including front office, bell/valet, ticketing, housekeeping, laundry, entertainment/recreation, and spa (daily operations, guest service standards, product quality, inventory management, cost controls, merchandising and marketing, systems use management, budgeting and forecasting)
• Responsible for the resort-wide, overall levels of Guest Satisfaction with emphasis on key drivers of Net Promoter Scores
• Develop department specific business and strategic plans that ensure coordination with company and brand initiatives
• Lead safety efforts for the Rooms Division and other areas of responsibility, ensuring compliance with inspections and audits
• Conduct regularly scheduled walkthroughs of guestrooms, common areas, and heart of house
• Participate in annual Rooms Division budgeting process and attend weekly revenue meetings
• Monitor and assess service and satisfaction trends, evaluating and addressing issues to make improvements
• Build strong relationships with department leaders, managers, and Dollywood Enterprise teams to ensure clarity and consistency
• Oversee the Manager on Duty program and assure profitability/contribution of departments by closely monitoring labor, expenses, sales, cost of goods sold, and inventory
• Ensure department leaders are controlling staffing and labor expenses, maintaining focus on Host retention and experience

Requirements

• Must be 18 years of age or older
• Previous experience as hotel manager or General Manager is required
• 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
• Proven track record with leading-edge methods of guest and employee satisfaction in a mid-large size hotel/resort environment required
• Broad knowledge of hotel/resort operations with specific expertise in rooms operations
• Strong working knowledge of revenue management and successful strategies that maximize revenue
• Proven track record of successfully developing teams and individuals
• Strong reading, writing, speaking, and presentation skills
• Working knowledge of common office software such as word processing, presentation design, and spreadsheet software
• Working, hands on knowledge of PMS and POS Systems

Qualifications

• College degree preferred. Degree in Business or Hospitality preferred. Extensive practical experience would be considered in lieu of educational degrees
• 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. Previous experience as hotel manager or General Manager is required.

Nice to Have

• Experience in rapid growth organizations preferred
• College degree in Business or Hospitality preferred
• Micros (POS) and Opera (PMS) experience preferred

Skills

* Required skills