Position Overview

The Director of Rooms is a key leader responsible for overseeing all Rooms Division operations, ensuring the highest standards of luxury, personalized service, and Forbes 5-Star excellence. This role manages Front Office, Housekeeping, Guest Services, Guest Experience, Concierge, and Safety/Security, driving both operational efficiency and guest satisfaction. The Director of Rooms leads with vision, precision, and hospitality artistry, ensuring each guest experience reflects the hotel’s brand promise of unmatched luxury and service.

Key Responsibilities

Leadership & Operations

• Oversee daily operations of Front Office, Housekeeping, Guest Services, Guest Experience, Concierge, and Safety/Security, and related departments.
• Ensure seamless guest experiences aligned with Forbes 5-Star and brand standards.
• Implement and maintain service protocols, guest recognition programs, and Forbes inspection readiness.
• Partner with Food & Beverage, Sales, and Events teams to deliver integrated, flawless guest journeys.

Guest Experience & Service Excellence

• Champion Forbes 5-Star and LQA service standards across the Rooms Division.
• Resolve complex guest concerns with discretion, empathy, and swift solutions.
• Anticipate guest needs through personalization, detailed pre-arrival planning, and follow-up.
• Drive innovation in guest engagement, loyalty, and luxury hospitality trends.

Financial & Business Acumen

• Develop and manage Rooms Division budget, forecasts, and labor productivity targets.
• Maximize revenue opportunities through inventory management, upselling, and cross-departmental strategies.
• Monitor key performance indicators (RevPAR, ADR, Guest Satisfaction Scores, GOP).

Talent Management & Culture

• Recruit, train, and mentor a high-performing Rooms leadership team.
• Create a culture of excellence, accountability, and continuous improvement.
• Inspire and motivate staff through Forbes service philosophy and the hotel’s cultural values.
• Conduct performance reviews, succession planning, and career development for Rooms Division leaders.

Compliance & Standards

• Ensure adherence to all safety, security, and cleanliness standards.
• Maintain compliance with hotel policies and regulatory requirements.
• Lead Rooms Division readiness for internal and external audits, including Forbes inspections.

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 3–5 years of progressive Rooms Division leadership experience in a luxury property – An expert in all areas of the Rooms Department.
• Proven track record in guest experience excellence and operational success.
• Strong financial management skills with expertise in budgeting, forecasting, and cost control.
• Deep knowledge of Forbes 5-Star standards, LQA audits, and luxury service delivery.
• Exceptional leadership, communication, and organizational skills.
• Proficiency in hotel systems (InFor PMS, CRM, Microsoft Office, and other relevant platforms).
• Multilingual ability is a plus.

Core Competencies

• Service Excellence & Guest-Centric Leadership
• Strategic Business & Financial Acumen
• Talent Development & Inspirational Leadership
• Crisis Management & Problem Solving
• Innovation in Luxury Hospitality

Compensation & Benefits

• Competitive salary with bonus structure.
• Comprehensive health and wellness benefits.
• Retirement savings plan.
• Paid time off and holidays.
• Luxury hotel and travel discounts.

This role is ideal for a visionary leader who thrives on creating extraordinary guest experiences, mentoring high-performing teams, and elevating luxury service to Forbes 5-Star distinction.