Complex Rooms Director

Position Summary
- Pay Range $120,000 - $140,000 Annually

The Rooms Division Manager is responsible for the overall leadership, direction, and performance of the hotel’s Rooms Division operations, including Front Office, Guest Services, Housekeeping, Reservations, and other related departments as assigned. This role ensures exceptional guest experiences, operational excellence, strong financial performance, and adherence to luxury service standards throughout all aspects of the guest journey.

• Must adhere to the company’s Service culture – 4 Keys to creating guests for life.
• Must participate in all hotel required meetings and trainings.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/business attire and nametag.
• Oversee the daily operations of the Rooms Division, including Front Desk, Guest Services, Housekeeping, Reservations, PBX, Bell/Valet, and other related departments as applicable.
• Ensure the highest level of guest service and operational excellence across all guest touchpoints, from pre-arrival through departure.
• Monitor daily arrivals, departures, VIP guests, group activity, occupancy levels, and special requests to ensure a seamless guest experience.
• Maintain strong communication and collaboration between Rooms Division departments and key resort partners including Sales, Revenue, Food & Beverage, Engineering, and Spa.
• Ensure all guest rooms, public areas, and service areas meet cleanliness, presentation, maintenance, and luxury brand standards.
• Must be able to effectively communicate both verbally and written with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Have a thorough knowledge of HMS system and able to train others.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Must have through knowledge of Front Desk operations including and not limited to Front desk, PBX, bell/valet, be able to troubleshoot issues that arise and provide solutions.
• Maintains close communication with the Director of Operations/Area General Manager and other department heads.
• Assistance in developing annual budget and preparation of action plans.
• Participate in monthly forecasting and weekly scheduling; daily reviews, operating results and take immediate corrective action as required.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count.
• Maintains high visibility with team members and guests.
• Respond to all guest requests in accordance with Hotel guidelines.
• Monitor all V.I.P.'s, special guests, and requests.
• Motivate, coach, counsel and discipline all Front Office personnel according to hotel standards.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Abide by all hotel policies and safety rules.
• Perform other duties as requested by management.

• Minimum of 1 year of Front Office management experience.
• Must be able to multitask and possess strong communication and interpersonal skills.
• Strong public relations skills (especially in relation to hotel guests).
• Proficiency in Microsoft Office applications is preferred.

• Weekend and holiday availability is required as well as flexibility with work schedule.
• The scope of the position may sometimes require a work week over 40 hours, including nights, weekends, and holidays.
• Medium work
  - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push,…