DescriptionThe Wyndham Grand Jupiter is seeking a passionate and results-driven
Director of Rooms to lead our Front Office and Housekeeping teams in delivering best-in-class guest experiences. The ideal candidate is a hands-on, service-focused leader with a proven track record in rooms division management, a strong eye for detail, and a commitment to operational excellence.
As a Concord Leader you will be responsible to: Inspire greatness in your team. Encourage and support team members to reach their full potential. Create a work environment that is a Great Place to Work for all. Lead with integrity, transparency, respect, and professionalism. Care for your team and their families.
Responsibilities:
- Lead day-to-day operations of Front Office, Housekeeping, and Laundry to ensure service excellence and brand compliance.
- Manage departmental budgets, labor, and expenses; prepare accurate forecasts to support financial performance.
- Hire, train, and mentor associates, promoting a positive work culture and driving team development.
- Conduct routine property inspections to maintain brand standards and ensure cleanliness and guest readiness.
- Oversee VIP guest experiences and ensure prompt resolution of guest concerns or service opportunities.
- Coordinate with Engineering on maintenance and capital improvement projects, ensuring timely issue resolution.
- Maintain strict adherence to key control, safety, lost and found procedures, and internal audit compliance.
- Manage purchasing, inventory, and end-of-month reporting for rooms division supplies and materials.
- Lead effective departmental meetings and encourage strong interdepartmental communication.
FRONT DESK SERVICES
- Ensure smooth arrivals, departures, room assignments, billing, guest requests and service recovery, with staffing aligned to occupancy and demand.
- Monitor the lobby experience, wait times, telephone service, guest recognition and team professionalism; coordinate room priorities accurately with Housekeeping.
- Review VIPs, groups, repeat guests, accessibility needs and special requests; ensure guest concerns are documented, resolved and followed up appropriately.
- Maintain controls for cash, credit-card security, billing, keys, guest privacy, room moves and oversells; track satisfaction, check-in efficiency, loyalty enrollment, upselling and productivity.
HOUSEKEEPING & HOTEL UPKEEP
- Ensure consistent cleanliness, condition and presentation of guestrooms and the overall hotel, with primary focus on front-of-house guest areas.
- Maintain cleaning and inspection standards for the lobby, entrances, corridors, elevators and landings, public restrooms, meeting-area common spaces and other assigned guest-facing areas.
- Align staffing with departures, stayovers, arrivals, groups, events and public-area traffic; maintain inspection, deep-cleaning, room-status and on-time room-readiness programs.
- Control linen, uniforms, supplies, chemicals and equipment and ensure proper storage, training and safe work practices.
- Document repair and replacement needs, track deficiencies through completion, and monitor cleanliness, room readiness, public-area condition, productivity, overtime and supply cost.
THIRD-PARTY VALET & SECURITY OVERSIGHT
- Serve as the primary hotel contact for valet and security leadership and confirm staffing, deployment and service levels meet hotel needs and contractual requirements.
- Set expectations for professionalism, guest interaction, safety, response times, documentation, escalation and emergency procedures.
- Monitor valet traffic flow, vehicle handling, wait times and incident reporting; review security patrols, reports and response to disturbances, unauthorized access and safety concerns.
- Review performance and guest feedback with vendor leaders, document recurring issues and require timely corrective action.
GUEST EXPERIENCE, FINANCIAL PERFORMANCE & COMPLIANCE
- Act as senior escalation point for concerns involving Front Desk Services, Housekeeping, valet or security and use guest feedback to drive improvement.
- Manage departmental budgets, labor, overtime, linen, supplies and equipment; validate vendor staffing and billing and balance cost control with service, cleanliness and safety.
- Ensure compliance with hotel policies, brand standards and safety requirements, including guest privacy, room access, master keys, lost and found and incident reporting.
- Conduct regular inspections and prepare assigned operations and vendors for brand reviews, quality audits, ownership visits and emergency response.
Qualifications:
- Proven leadership experience in Rooms Division or hotel operations management.
- Strong financial acumen with experience managing departmental budgets and forecasting.
- Excellent organizational, communication, and interpersonal skills.
- Demonstrated ability to lead, motivate, and develop high-performing teams.
- Knowledge of OSHA regulations, safety protocols, and internal audit procedures.
- Familiarity with branded hotel systems is strongly preferred.
Benefits
- Competitive wages
- Medical, dental, and vision insurance
- Life insurance and short/long-term disability options
- 401(k) with company match
- Tuition assistance
- Discounted room rates at Concord-managed hotels
- Training, development, and career advancement opportunities
Salary: $90,000-$100,000
