Director of Rooms

Tucked away at 9 Crosby, No

Mo is a hidden gem just steps from the excitement that the streets of New York have to offer. Inspired by the neighborhood, No

Mo represents an intrigue for the nostalgic + modern. Our building is a curated collection of vintage and contemporary art, illustrating the eclectic mix of those who made SoHo what it is today.

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to and proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do!

We are committed to providing you with:

• Highly competitive salary of $120,000 - $140,000 yearly
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Flexible scheduling to allow you to focus on what is important to you
• Discounts with our Crescent managed properties in North America for you & your family members

Education and Experience

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.

Key Responsibilities

• Operational Oversight:

Manages daily activities of front desk, housekeeping, and bell staff, ensuring smooth check-ins/outs, clean rooms, and efficient service.

• Guest Satisfaction:

Implements service programs, resolves complex guest issues, and ensures consistent delivery of high-quality experiences.

• Financial Management:

Prepares budgets, controls costs (payroll, expenses), monitors room inventory, and implements revenue-boosting strategies.

• Staff Leadership:

Hires, trains, develops, and motivates managers and associates, fostering teamwork and career growth.

• Strategic Planning:

Works with other department heads to align operations with hotel goals, ensuring hotel standards and profitability.

Qualifications & Skills

• Experience: Typically requires 5-7 years of progressive hotel management experience, with at least 2-3 years in a leadership role within a rooms division.
• Education: A Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.
• Technical Proficiency: Advanced knowledge of Property Management Systems (e.g., Opera, GXP), Microsoft Office, and budgeting software.
• Work Schedule: Flexibility is required for a 24-hour operation, including evenings, weekends, and holidays.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates key drivers of guest satisfaction for target guests.

• Delivers excellent customer service throughout the customer experience and encourages the same from other associates.

• Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.

• Coordinates and communicates event details both verbally and in writing to the customer and property operations.

• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.

• Responds to and handles guest problems and complaints.

• Uses personal judgment and expertise to enhance the customer experience.

• Stays available to solve problems and/or suggest alternatives to previous arrangements.

• Interacts with guests to obtain feedback on product quality and service levels.

• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

• Ensures that employees understand expectations and parameters for Room duties.

• Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.

Managing Revenue Goals

• Monitors Rooms operations sales performance against budget.

• Reviews reports and financial statements to determine Rooms operations performance against budget.

• Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.

• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.