Director of Rooms - NoMad Detroit

Job Identification: 224262

Job Category: Guest Services, Operations, and Front Office

Job Schedule: Full time

Equal Opportunity Employer EOE, including disability/vets

The Director of Rooms also maintains ownership of Rooms division budgets, forecasts, labor performance, operating standards, and cross-functional coordination, partnering closely with the General Manager and hotel leadership to support the overall performance of No

Mad Detroit.

Rooms Division Leadership & Operational Oversight

• Provide strategic and day-to-day leadership of Front Office, Housekeeping, and Valet operations, giving clear direction, guidance, and support to department leaders.

• Establish and maintain consistent Rooms division operating standards, service expectations, procedures, and accountability across all assigned departments.

• Maintain a highly visible presence throughout guest-facing and back-of-house Rooms areas and monitor operations to ensure standards are consistently executed.

• Monitor rooms-related systems, processes, and procedures that directly affect the guest experience and ensure appropriate controls, follow-up, and corrective action are in place.

• Ensure effective communication and coordination among Front Office, Housekeeping, and Valet so room readiness, arrivals, departures, guest requests, and service recovery are handled seamlessly.

• Review daily operations, occupancy, arrivals, departures, VIP activity, group movements, room status, service issues, and other business needs and ensure appropriate operational plans are in place.

• Identify operational trends, service gaps, and opportunities for improvement and implement appropriate solutions with department leaders.

• Serve as the senior Rooms leader in the hotel and assume additional operational leadership responsibilities as assigned by the General Manager.
  Front Office & Guest Experience

• Provide leadership and oversight of Front Office operations and ensure guest arrival, registration, check-in, check-out, billing, and departure processes are efficient, accurate, welcoming, and consistent with No
  
  Mad standards.

• Ensure Front Office leaders and team members are equipped to anticipate guest needs, personalize service, communicate effectively, and resolve concerns with confidence and professionalism.

• Monitor guest feedback, service-recovery activity, operational issues, and recurring concerns and work with leaders to address root causes.

• Personally engage with guests when appropriate to resolve complex or elevated service concerns and support special requests.

• Ensure VIP arrivals, special occasions, repeat guests, groups, and other high-touch experiences are appropriately coordinated across Rooms and hotel departments.

• Partner with Sales, Revenue, Food & Beverage, Guest Relations, and other departments regarding group movements, site visits, special requests, and operational requirements that affect the guest journey.
  Housekeeping Oversight

• Provide leadership and oversight to the Executive Housekeeper and ensure Housekeeping operations consistently support room cleanliness, presentation, readiness, and No
  
  Mad luxury standards.

• Ensure effective coordination between Housekeeping and Front Office regarding room status, priorities, early arrivals, late departures, out-of-order rooms, special requests, and VIP accommodations.

• Monitor housekeeping performance, room inspection standards, productivity, staffing, guest feedback, and operational trends through the Executive Housekeeper.

• Partner with the Executive Housekeeper and Engineering to ensure guestrooms, public areas, equipment, and facilities concerns are identified, communicated, and resolved timely.

• Support the Executive Housekeeper in maintaining appropriate operating procedures, quality controls, inventory…