Director of Rooms

DIRECTOR OF ROOMS

As the Director of Rooms and a key member of the Executive Committee, you will lead the strategic and operational oversight of all rooms-related departments, including Front Office, Concierge, Guest Relations, PBX, Housekeeping, Pool & Beach, Valet and Camp Hyatt. You will play a pivotal role in shaping the guest experience, driving profitability, and aligning departmental performance with the resort’s overall business goals and luxury service standards.

Job Duties & Functions

• Actively participate in Executive Committee decision-making, contributing to the resort’s strategic direction and performance.
• Develop and implement departmental goals aligned with the resort’s vision, brand standards, and guest expectations.
• Lead, inspire, and mentor the Rooms Division team to ensure exceptional service delivery and a culture of excellence.
• Prepare and manage the Rooms Division budget, ensuring effective cost control and maximization of revenue opportunities.
• Uphold and enhance luxury service standards, ensuring personalized, intuitive, and consistent guest interactions.
• Monitors and assesses service and satisfaction trends, evaluate and address issues and make improvements accordingly.
• Performs all aspects of personnel and training functions, including hiring, performance appraisals, counseling, coaching, training, disciplinary action, etc.
• Attend and as needed, lead guest service training initiatives and continuously assess service quality through audits and guest feedback.
• Lead daily morning briefings and any other Management meetings as scheduled.
• Maintains a professional working relationship and promotes open lines of communication with managers, employees and other departments.
• Ensure seamless coordination among departments to deliver a superior guest experience across the guest journey.
• Regularly inspects the resort with Housekeeping and Engineering teams to ensure all areas meet resort standards.
• Works closely with accounting on month end, night audit reports and resolve any discrepancies.
• Operates all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.

Education and Experience

• 3 years’ experience as Director of Rooms / Director of Front Office in a luxury or lifestyle hotel/resort.
• Strong understanding of Forbes/ AAA standards is mandatory.
• Hospitality Management degree is preferred.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• In depth understanding of Opera and reservations platforms is a must. Must be proficient in Windows
• Operating Systems, Company approved spreadsheets and word processing.
• Prior experience with managing large teams including department managers as direct reports.
• Experience with purchasing systems/processes and managing expenses is a must.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

Flexible schedule, able to work evenings, weekends, and holidays when needed.