Director of Rooms

The Boathouse Waterfront Hotel

21 Ocean Ave

Kennebunkport, ME 04046, USA

• FRONT OFFICE
• Full-Time
• Requisition #: DIREC
  009586

Kennebunkport Resort Collection (KRC) is seeking an experienced and dynamic Director of Rooms to oversee Rooms Division operations across The Boathouse Hotel & Restaurant, Kennebunkport Inn, Yachtsman Hotel & Marina Club, Grand Hotel, and The Lodge on the Cove.

The Director of Rooms will provide strategic leadership and operational oversight of Front Office and Housekeeping, ensuring an exceptional and consistent guest experience across all assigned properties. This role is responsible for maintaining elevated service and cleanliness standards, driving operational efficiency, developing and leading high-performing teams, and managing labor, departmental expenses, and room readiness to support overall business performance and guest satisfaction.

Job Summary:

• Oversee the day-to-day performance, service delivery, and coordination of the Front Office and Housekeeping departments at assigned properties in accordance with KRC standards.
• Ensure guest satisfaction, product quality, operational efficiency, and achievement of established rooms-department financial and service objectives.
• Serve as the primary operational leader for the guest journey from pre-arrival coordination and check-in through the in-house experience, departure, and post-stay follow-up.
• Partner with the General Manager to establish rooms-department budgets, operating goals, departmental action plans, and continuous-improvement priorities.
• Review guest feedback, surveys, and online reviews related to accommodations, front desk service, and cleanliness; assign corrective actions and verify resolution.
• Lead timely, professional guest service recovery within established authority; promptly elevate serious or unresolved matters to the General Manager.
• Conduct routine inspections of guestrooms and designated guest-facing public areas to confirm readiness, presentation, cleanliness, safety, and adherence to standards.
• Coordinate with Engineering on out-of-order rooms, maintenance work orders, preventive-maintenance access, and room-condition concerns to ensure guestrooms return to inventory promptly.
• Partner with the General Manager on room-related capital needs, guestroom furnishings and equipment, staffing plans, retention, and service improvements.
• Ensure accurate departmental inventory controls, invoices, expense coding, reimbursements, and month-end reporting in collaboration with Accounting.
• Lead rooms-department briefings covering arrivals, departures, VIPs, guest requests, room readiness, service recovery, safety, and operating priorities.
• Monitor rooms-department service metrics, staffing levels, guest satisfaction, and labor productivity; establish and track corrective action when standards are not met.
• Attend required operational meetings and training sessions; provide clear and timely communication with the General Manager and other department leaders.
• Maintain compliance with company policies on time and attendance, appearance, information security, accident reporting, emergency procedures, and workplace conduct.
• Work weekends, holidays, and flexible shifts as necessary to support hotel occupancy patterns and operational needs.

Team Management:

• Directly manage and support Front Office/Guest Services Managers, Housekeeping Supervisors, and their teams; establish clear ownership and accountability for departmental results.
• Lead hiring, onboarding, training, scheduling, coaching, performance evaluations, progressive discipline, and staffing recommendations in partnership with the General Manager and People + Culture.
• Ensure all new associates complete required onboarding documentation, job-specific training,…