Alila Ventana Big Sur is seeking an experienced, polished, and highly service-driven Director of Rooms to lead the resort's Rooms Division at one of California's most distinctive luxury properties. This position is responsible for the overall direction and performance of Front Office, Housekeeping, Guest Services, Bell, Concierge, and related rooms operations. The resort spans 160 acres along the Big Sur coast and features 54 secluded suites, with dining included in the stay and a highly curated luxury guest experience.
The ideal candidate brings a strong background in luxury hospitality, a deep understanding of Forbes standards, and the ability to lead a high-performing team in a refined, high-touch resort environment. The role requires consistent attention to detail, strong colleague development skills, and the ability to uphold the resort's personalized service culture at every guest touchpoint.
Key Responsibilities- Lead and oversee all Rooms Division operations, including Front Office, Housekeeping, Guest Services, Bell, Concierge, and guest arrival/departure experiences.
- Ensure exceptional guest service and seamless operational execution across all rooms-related departments.
- Maintain a strong leadership presence and support a culture of professionalism, personalization, and attention to detail.
- Train, coach, and develop rooms leadership and hourly colleagues to consistently deliver Forbes-level service standards.
- Partner closely with resort leadership to ensure guest expectations are anticipated and exceeded.
- Oversee room readiness, guest satisfaction, room inspections, arrival flow, departure flow, and service recovery.
- Monitor and manage staffing, scheduling, productivity, labor costs, and departmental performance.
- Work collaboratively with Housekeeping and Front Office leadership to maintain cleanliness, efficiency, and guest readiness at all times.
- Partner with Engineering, Spa, Food & Beverage, Sales, and other departments to coordinate guest needs and resort-wide operations.
- Review guest feedback, service trends, quality scores, and operational reports to identify opportunities for improvement.
- Support VIP arrivals, special requests, unique guest experiences, and high-touch service recovery efforts.
- Ensure compliance with resort policies, safety standards, brand requirements, and Forbes service expectations.
- Assist with budgets, forecasts, inventory oversight, and operational planning for the Rooms Division.
- Promote a calm, polished, accountable, and guest-focused work environment.
- Perform other duties and special projects as assigned by resort leadership.
This is a salaried position with a compensation ranging from $115,000-$130,000.
We Offer Excellent Benefits: - Free room nights, Discounted and Friends & Family Room Rates
- Medical, Prescription, Dental and Vision Insurance
- 401K with company match
- Paid Vacation, sick days, new child leave, and personal day
- Paid Family Bonding Time and Adoption Assistance
- Tuition Reimbursement
- Free colleague meals during shift
- Employee Stock Purchase Plan
- Discounts at various retailers- Apple, AT&T, Verizon, Headspace and many more
Qualifications: • Previous Rooms Division leadership experience required.
• Previous experience as Director of Rooms, Assistant Director of Rooms, Front Office Manager, Executive Housekeeper, or a comparable luxury hotel leadership role strongly preferred.
• Strong background in luxury hospitality required.
• Experience in a Forbes-rated property or with Forbes service standards strongly preferred.
• Previous experience in a luxury resort, destination resort, boutique luxury property, or high-end hospitality environment strongly preferred.
• Demonstrated ability to lead multiple departments and coordinate complex resort operations.
• Strong understanding of front office operations, housekeeping, guest services, and luxury guest experience.
• Excellent communication, coaching, and leadership skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to build strong relationships with guests, colleagues, and cross-functional teams.
• Strong financial awareness, including labor management, budgeting, forecasting, and productivity control.
• Experience with property management systems, hotel operational systems, and Microsoft Office preferred.
• Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and business-demand periods.
Preferred Attributes• Polished, professional leadership presence.
• Strong understanding of luxury service delivery and guest personalization.
• Calm, composed, and solution-oriented under pressure.
• Hands-on leadership style with a strong floor presence.
• Passion for hospitality, colleague development, and guest satisfaction.
• Ability to uphold and reinforce Forbes standards through coaching, consistency, and attention to detail.
• Strong sense of ownership, accountability, and follow-through.
• Comfort working in a highly visible, high-expectation luxury resort environment.
