Director, Rooms Division - InterContinental

As Rooms Division Director, you will provide strategic and operational leadership for the Front Office and Housekeeping departments, ensuring an exceptional luxury guest experience while driving departmental revenue, profitability, service excellence, and colleague engagement. This is a highly visible leadership role responsible for overseeing a large, unionized workforce across the Rooms Division. You will build strong, collaborative relationships with union representatives and colleagues, ensure compliance with collective bargaining agreements and applicable employment regulations, and foster a culture of accountability, respect, inclusion, and high performance.

• Provide inspirational leadership to the Front Office and Housekeeping departments, overseeing a large team of unionized and non-union colleagues.
• Lead daily operations, establish priorities, and plan and assign work to ensure appropriate staffing levels and operational coverage.
• Partner effectively with union representatives and ensure departmental practices are consistent with collective bargaining agreements, company policies, and applicable federal, state, and local regulations.
• Build a high-performing, inclusive team culture grounded in trust, accountability, collaboration, and exceptional service.
• Develop colleagues through coaching, feedback, recognition, performance management, and meaningful career and development opportunities.
• Establish clear performance and development goals and actively support colleagues in achieving them.
• Ensure colleagues receive the training, tools, resources, and support necessary to deliver luxury service and achieve operational and revenue objectives.
• Recommend and initiate appropriate employee relations and HR actions in partnership with Human Resources.
• Foster strong relationships across departments and create a true one-team culture throughout the hotel.

• Oversee the day-to-day operations of Front Office and Housekeeping, ensuring consistently high standards of service, cleanliness, efficiency, and guest satisfaction.
• Ensure Front Office colleagues provide prompt, professional, personalized service and create genuine moments of recognition for every guest.
• Ensure guests are warmly welcomed upon arrival and that leadership maintains a visible presence throughout the operation.
• Respond personally and effectively to guest concerns and complaints, resolve issues with sound judgment, and use feedback to drive continuous improvement.
• Conduct regular inspections of the Front Office, guest arrival areas, public spaces, and other areas of responsibility, taking immediate action to address deficiencies.
• Oversee the Night Audit function and ensure accurate preparation of daily financial and operational reports.
  
  Maintain rigorous procedures for the security of cash, credit and financial transactions, guest security, inventory, and hotel assets.
• Ensure compliance with all applicable safety, security, privacy, governmental, and brand requirements.
• Communicate effectively with all relevant departments regarding VIP arrivals, large groups, key guests, special requests, and other operational requirements.
• Coordinate convention, group, and business activities with Sales and other hotel departments to ensure seamless delivery of contracted services.
• Serve as Manager on Duty as required and provide senior leadership during high-volume periods, special events, and operational challenges.

• Drive Front Office and Rooms Division revenue and profitability while maintaining luxury service standards.
• Use hotel systems, data, and established processes to maximize occupancy, ADR, upselling opportunities, and overall rooms revenue.
• Develop and implement strategies to increase revenue through upselling, walk-in business, room upgrades, loyalty engagement, and other guest-facing opportunities.
• Establish and achieve individual and departmental sales and profitability goals.
• Analyze guest satisfaction, operational, financial, and market data to identify trends and opportunities for improvement.
• Prepare and submit statistical, performance, forecast, and other management reports as required.
• Partner with hotel leadership to prepare departmental budgets, financial plans, forecasts, and business strategies.
• Regularly audit financial transactions and processes to ensure accuracy and compliance with governmental regulations, company standards, and data privacy requirements.