Rooms Division Director

About This Role

Lead the Rooms Division, including Front Office, Housekeeping, Reservations, Laundry, and Security, to ensure exceptional guest experiences, operational excellence, and optimal profitability for a hotel.

Responsibilities

• Oversee all day-to-day Front Office, Reservations, Housekeeping, Laundry, and Security operations
• Maintain high quality of hospitality service and operational excellence
• Lead daily operations and key initiatives for guest-facing departments within the Rooms Division
• Develop and implement training and SOPs aligned to Appellation standards for all team members
• Provide ongoing training and development to Front Office Manager and Executive Housekeeper in team member management and revenue strategies
• Conduct ongoing coaching, formal Performance Evaluations, and discipline staff when needed
• Resolve guest complaints from all areas of the hotel with professionalism and hospitality
• Oversee all inventory control procedures and inventory levels for housekeeping and honor bar
• Monitor all rooms systems to enhance team efficiency, guest feedback, revenue enhancement, and labor management productivity metrics
• Lead, attend, and participate in department specific meetings to coordinate and plan daily activities within the rooms division
• Ensure regular, ongoing communication within Rooms Division (pre-shift briefings, staff meetings)
• Facilitate the coordination of marketing initiatives, sales site visits, and special housekeeping requests
• Interface with guests and customers regularly to obtain feedback on quality of product, service levels, and overall satisfaction
• Create an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations
• Solicit team member feedback and review satisfaction results to identify and address problems and concerns

Requirements

• 5+ years of leadership experience
• 2+ years in a Rooms Division leadership role
• Strong leadership and team-building capabilities
• Excellent verbal and written communication skills
• Proven ability to independently solve problems and make sound decisions under pressure
• Strong financial acumen with experience in budgeting, forecasting, and interpreting reports
• Proficient in relevant hotel software and administrative systems
• Highly organized, detail-oriented, and able to manage multiple priorities effectively
• Flexible availability including nights, weekends, and holidays

Qualifications

• Bachelor’s degree in Hospitality, Business Management, or related field preferred
• Minimum of 5 years of leadership experience, including 2 years in a Rooms Division leadership role (or an equivalent combination of education and experience)

Benefits