The Director of Rooms is a key member of the Executive Leadership Team at Auberge du Soleil, responsible for leading all aspects of the Rooms Division, including Guest Services and Housekeeping, while ensuring an exceptional, highly personalized guest experience reflective of Auberge du Soleil's Forbes Five-Star standards and distinctive spirit of Napa Valley hospitality.
This leader serves as the steward of the guest journey from pre-arrival through departure, ensuring each touchpoint feels intuitive, warm, anticipatory, and effortlessly executed. The Director of Rooms provides strategic and operational leadership to the Rooms teams, establishing clear standards, developing leaders, driving accountability, and ensuring seamless collaboration across the resort.
With a highly visible presence throughout the property, the Director of Rooms balances exceptional guest care with disciplined operational and financial performance. The role is responsible for rooms-related labor and expense management, productivity, quality assurance, room readiness, guest satisfaction, departmental planning, and the continued development of a high-performing Rooms organization.
Inspired by the highest levels of ultra-luxury hospitality, this position requires a leader who understands that exceptional service is often defined by what happens quietly behind the scenes: thoughtful preparation, attention to detail, genuine recognition, discretion, and anticipating a guest's needs before they are expressed.
KEY RESPONSIBILITIES
Rooms Division Leadership & Strategy
Provide strategic and operational leadership for all Rooms Division functions, including Guest Services and Housekeeping.
Serve as an active member of the Executive Leadership Team, contributing to resort-wide strategy, operational planning, financial performance, and culture.
Establish clear departmental priorities, performance expectations, service standards, and accountability across the Rooms Division.
Maintain a highly visible leadership presence throughout the resort, regularly engaging with guests and team members and observing the operation firsthand.
Ensure Rooms leadership maintains consistent management coverage appropriate to occupancy, arrivals, departures, VIP activity, and overall resort business levels.
Develop short- and long-term departmental strategies that support Auberge du Soleil's positioning as one of the world's leading luxury resorts.
Act as Manager on Duty and provide senior operational leadership as needed.
Guest Experience & Service Excellence
Own the Rooms Division guest journey, ensuring a seamless experience from pre-arrival planning through arrival, stay, and departure.
Champion warm, intuitive, discreet, and highly personalized service, empowering team members to recognize individual preferences and thoughtfully anticipate guest needs.
Ensure guest preferences, special occasions, VIP details, and relevant stay history are effectively communicated and acted upon across departments.
Personally engage with guests and VIPs as appropriate, building meaningful connections while maintaining discretion and respecting guest privacy.
Monitor guest feedback, satisfaction data, service recovery trends, and quality assurance results to identify opportunities for improvement.
Lead complex or sensitive guest recovery situations with professionalism, empathy, sound judgment, and appropriate follow-through.
Partner with other operational leaders to ensure the guest experiences one cohesive resort rather than individual departments.
Maintain and continually elevate Forbes Five-Star and Auberge Collection service expectations throughout the Rooms operation.
Guest Services Operations
Provide leadership and strategic direction for Guest Services, including the arrival and departure experience, Front Desk, Concierge, Bell/Door, guest transportation and related guest-facing functions, as applicable.
Ensure arrivals, departures, room assignments, special requests, VIPs, amenities, transportation, and guest preferences are thoughtfully coordinated.
Establish consistent communication between Guest Services, Housekeeping, Reservations, Food & Beverage, Spa, Engineering, and other operating departments.
Ensure Guest Services leaders proactively prepare for daily operations through effective pre-arrival planning, room assignment strategy, VIP review, and communication.
Maintain appropriate standards for lobby presence, arrival experience, telephone etiquette, guest recognition, transportation, luggage handling, and departure.
Review operational challenges and recurring guest concerns and implement sustainable solutions rather than relying solely on individual service recovery.
Housekeeping & Room Quality
Provide strategic and operational oversight of Housekeeping, ensuring exceptional standards of cleanliness, presentation, maintenance, and attention to detail throughout guestrooms, suites, and applicable public areas.
Establish clear expectations for daily room readiness and ensure effective communication between Housekeeping and Guest Services.
Monitor room inspection standards, housekeeping productivity, turndown execution, amenities, linen and terry quality, and overall guestroom presentation.
Partner closely with Engineering to identify and resolve maintenance concerns proactively and minimize out-of-order or out-of-service inventory.
Conduct regular guestroom and public-area inspections with Housekeeping leadership to ensure consistency with resort and Forbes standards.
Ensure appropriate inventory management and controls for guest supplies, amenities, linens, uniforms, operating equipment, and other departmental assets.
Partner with Housekeeping leadership to continuously evaluate processes, staffing models, equipment, and resources that improve quality and operational efficiency.
Financial Performance & Productivity
Develop, manage, and remain accountable for Rooms Division operating budgets, forecasts, labor plans, and controllable expenses.
Review financial performance regularly and take appropriate action to address variances while protecting the guest experience.
Monitor staffing and scheduling against occupancy, arrivals/departures, business demand, and established productivity standards.
Drive thoughtful labor management while ensuring adequate coverage to deliver five-star service.
Monitor overtime, contract labor, departmental purchasing, guest supplies, linen, amenities, transportation-related expenses, and other Rooms operating costs.
Partner with Finance and Revenue Management to understand occupancy trends, ADR, room inventory, out-of-order rooms, forecasting, and other factors affecting Rooms performance.
Identify opportunities to improve operational efficiency without compromising service quality or the resort's luxury positioning.
Participate in annual budgeting, capital planning, business planning, and departmental forecasting.
Quality Assurance & Operational Excellence
Maintain rigorous standards for operational execution, cleanliness, presentation, safety, and guest service.
Lead Rooms Division preparation for Forbes evaluations and other applicable quality assessments.
Establish and maintain departmental SOPs and ensure standards are understood, trained, consistently executed, and regularly reviewed.
Analyze recurring operational issues and develop long-term solutions through process improvement, training, technology, or resource allocation.
Ensure effective daily communication through operational meetings, pre-shifts, leadership meetings, and cross-departmental planning.
Maintain awareness of luxury hospitality trends and identify relevant opportunities to further elevate the Auberge du Soleil guest experience.
The rate for this position is $130,000.00-$150,000.00/annuall. This is the pay rate for this position that Auberge du Soleil reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.
Qualifications
QUALIFICATION:
Minimum of 5-7 years of progressive Rooms leadership experience, with significant leadership experience in a luxury hotel or resort environment.
Previous experience as a Director of Rooms, Assistant Director of Rooms, Director of Front Office, Director of Housekeeping, or comparable senior Rooms leadership role strongly preferred.
Demonstrated experience overseeing multiple Rooms disciplines; experience with both Guest Services/Front Office and Housekeeping strongly preferred.
Experience within a Forbes Five-Star, Michelin Key, or comparable ultra-luxury environment is highly desirable.
Strong financial acumen with demonstrated experience managing departmental budgets, forecasts, labor, productivity, and controllable expenses.
Deep understanding of luxury service delivery, guest recovery, quality assurance, room operations, and personalized guest recognition.
Proven ability to develop leaders, build high-performing teams, and successfully lead through change.
Strong knowledge of hotel operating systems, property management systems, guest preference systems, and Rooms-related technology.
Exceptional communication, interpersonal, organizational, and problem-solving skills.
Ability to exercise discretion, sound judgment, and composure when managing highly sensitive guest or employee matters.
Ability to work a flexible schedule including evenings, weekends, holidays, and periods of high resort demand.
Previous experience with systems such as: Opera, Abra, Alice, SMS, WAY
