Position Overview...
The Director of Rooms is responsible for the strategic leadership and operational excellence of the Rooms Division, including Front Office, Housekeeping, Guest Services, Concierge, Reservations, and related guest-facing departments. This role ensures seamless delivery of a luxury guest experience from arrival to departure, drives financial performance, oversees service excellence and brand standards, and develops high-performing teams aligned with the 1 Hotels vision and values.
GENERAL DUTIES:
- Provide leadership and oversight of all Rooms Division departments, ensuring consistent delivery of exceptional luxury service from curb to pillow
- Act as an ambassador and spokesperson for the hotel, engaging with guests, VIPs, and partners while resolving concerns in a timely and professional manner
- Lead and embed service excellence initiatives, driving continuous improvement in guest satisfaction scores, online reputation, and quality assurance results
- Oversee guest recovery and problem-resolution processes, ensuring issues are addressed proactively during the guest stay
- Partner with reputation and guest experience leaders to analyze feedback trends and implement service and product enhancements
- Ensure accurate forecasting, budgeting, and financial performance for the Rooms Division, including productivity, cost control, and revenue optimization
- Develop and manage the annual Rooms budget, capital planning initiatives, and long-term strategic plans in collaboration with hotel leadership
- Actively participate in revenue management strategies to maximize Rooms revenue, RevPAR, upselling opportunities, and overall profitability
- Oversee rooms renovation projects, public space upgrades, and preventive maintenance programs in collaboration with Engineering and ownership
- Lead talent planning, recruitment, onboarding, training, and development across the Rooms Division, including succession planning
- Coach, mentor, and inspire leaders and team members to exceed guest expectations and support career growth
- Drive colleague engagement through action planning, recognition programs, communication meetings, and a positive, inclusive workplace culture
- Resolve colleague concerns professionally and in a timely manner while fostering trust and collaboration
- Build and maintain strong cross-functional relationships with all departments, corporate partners, and tourism stakeholders
- Establish, monitor, and report on key performance indicators for the Rooms Division, balancing the needs of guests, colleagues, owners, and the brand
- Lead compliance with quality audits, brand standards, internal audits, and luxury ratings, ensuring continuous improvement year over year
- Champion sustainability initiatives within the Rooms Division, supporting environmental programs and innovative green practices
- Promote health, safety, and wellbeing of guests and colleagues through crisis preparedness, emergency procedures, and risk management
- Serve as an active member of the hotel's crisis management team and support crisis communication execution within the Rooms Division
- Stay informed of industry trends, best practices, and emerging service innovations to enhance the guest experience
- Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials
- Ensure compliance with hotel policies, procedures, and standards with self and colleagues
- Ensure uniform and personal appearance are clean and professional
- Maintain confidentiality of proprietary information
- Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars
- Perform other reasonable duties as assigned by executive leadership
QUALIFICATIONS & SKILLS:
- Minimum of 5 years of progressive leadership experience within a Rooms Division, including Department Head or Division Head roles
- University degree in Hotel Management, Hospitality, or a related discipline preferred
- Strong financial acumen with experience in budgeting, forecasting, and revenue optimization
- Proven ability to analyze data, identify trends, and implement strategic improvements
- Exceptional leadership, coaching, and team development capabilities
- Excellent interpersonal, communication, and guest engagement skills
- Results-oriented with the ability to adapt to changing priorities and perform under pressure
- Highly organized, strategic thinker with strong planning and execution skills
- Passion for luxury hospitality, service excellence, and sustainable operations
- Ability to lead with vision, creativity, accountability, and a positive, people-first mindset
Salary range: $170,000 - $185,000
