Director of Room Operations

Description

The Wyndham Grand Jupiter is seeking a passionate and results-driven Director of Rooms to lead our Front Office and Housekeeping teams in delivering best-in-class guest experiences. The ideal candidate is a hands-on, service-focused leader with a proven track record in rooms division management, a strong eye for detail, and a commitment to operational excellence.

As a Concord Leader you will be responsible to:

• Inspire greatness in your team.
• Encourage and support team members to reach their full potential.
• Create a work environment that is a Great Place to Work for all.
• Lead with integrity, transparency, respect, and professionalism.
• Care for your team and their families.

• Lead day-to-day operations of Front Office, Housekeeping, and Laundry to ensure service excellence and brand compliance.
• Manage departmental budgets, labor, and expenses; prepare accurate forecasts to support financial performance.
• Hire, train, and mentor associates, promoting a positive work culture and driving team development.
• Conduct routine property inspections to maintain brand standards and ensure cleanliness and guest readiness.
• Oversee VIP guest experiences and ensure prompt resolution of guest concerns or service opportunities.
• Coordinate with Engineering on maintenance and capital improvement projects, ensuring timely issue resolution.
• Maintain strict adherence to key control, safety, lost and found procedures, and internal audit compliance.
Manage purchasing, inventory, and end-of-month reporting for rooms division supplies and materials.
• Lead effective departmental meetings and encourage strong interdepartmental communication.

• Ensure smooth arrivals, departures, room assignments, billing, guest requests and service recovery, with staffing aligned to occupancy and demand.
• Monitor the lobby experience, wait times, telephone service, guest recognition and team professionalism; coordinate room priorities accurately with Housekeeping.
• Review VIPs, groups, repeat guests, accessibility needs and special requests; ensure guest concerns are documented, resolved and followed up appropriately.
• Maintain controls for cash, credit-card security, billing, keys, guest privacy, room moves and oversells; track satisfaction, check-in efficiency, loyalty enrollment, upselling and productivity.

• Ensure consistent cleanliness, condition and presentation of guestrooms and the overall hotel, with primary focus on front-of-house guest areas.
• Maintain cleaning and inspection standards for the lobby, entrances, corridors, elevators and landings, public restrooms, meeting-area common spaces and other assigned guest-facing areas.
• Align staffing with departures, stayovers, arrivals, groups, events and public-area traffic; maintain inspection, deep-cleaning, room-status and on-time room-readiness programs.
• Control linen, uniforms, supplies, chemicals and equipment and ensure proper storage, training and safe work practices.
• Document repair and replacement needs, track deficiencies through completion, and monitor cleanliness, room readiness, public-area condition, productivity, overtime and supply cost.

• Serve as the primary hotel contact for valet and security leadership and confirm staffing, deployment and service levels meet hotel needs and contractual requirements.
• Set expectations for professionalism, guest interaction, safety, response times, documentation, escalation and emergency procedures.
• Monitor valet traffic flow, vehicle handling, wait times and incident reporting; review security patrols, reports and response to disturbances, unauthorized access and safety concerns.
• Review performance and guest feedback with vendor leaders, document…