Director of Rooms (West Palm Beach)

We are seeking an accomplished, highly motivated, and hands-on Rooms Division Manager to join the leadership team of a new 200-key luxury hotel in West Palm Beach, Florida.

This is an exceptional opportunity for an experienced luxury hospitality professional to play an instrumental role in the pre-opening, launch, and ongoing operations of an exciting new hotel.

The ideal candidate will bring extensive experience in luxury hotel operations, a proven track record of successfully opening new hotel properties, and a passion for delivering exceptional guest experiences.

As the Rooms Division Manager, you will be responsible for establishing and overseeing the operational standards, staffing, financial performance, and service excellence of the Rooms Division, including Front Office, Guest Services, Concierge, Bell Services, Housekeeping, Laundry, and related operations.

We are looking for a dynamic leader who combines strategic thinking with a hands-on management style, understands the expectations of discerning luxury travelers, and thrives in an environment where attention to detail, operational excellence, and personalized service are paramount.

Previous luxury hotel experience and direct hotel pre-opening experience are mandatory requirements for this position.

Key Responsibilities

Pre-Opening Leadership & Hotel Launch

• Lead all Rooms Division pre-opening activities, ensuring operational readiness for the successful launch of the 200-key luxury hotel.
• Develop and implement comprehensive pre-opening plans, timelines, departmental budgets, staffing models, and operational checklists.
• Establish standard operating procedures (SOPs), service standards, departmental policies, and quality assurance programs consistent with luxury hospitality expectations.
• Collaborate with ownership, executive leadership, project management, construction teams, and vendors to ensure guest rooms, public areas, and operational spaces are ready for opening.
• Participate in inspections, punch-list reviews, room readiness assessments, and the identification and resolution of operational deficiencies.
• Oversee the procurement, organization, inventory, and distribution of operating supplies and equipment (OS&E), including guest amenities, linens, uniforms, and housekeeping supplies.
• Assist with the selection, configuration, testing, and implementation of hotel property management systems (PMS), guest service technology, and departmental operating platforms.
• Develop departmental organizational structures, job descriptions, staffing requirements, training programs, and onboarding procedures.
• Recruit, interview, hire, and train Rooms Division leadership and associates in coordination with Human Resources.
• Establish guest arrival, departure, VIP recognition, service recovery, housekeeping, and room inspection procedures.
• Coordinate departmental training, mock operations, trial stays, and service simulations prior to opening.
• Ensure the Rooms Division is fully prepared to deliver an exceptional guest experience from the hotel's first day of operation.

Rooms Division Operations & Leadership

• Oversee the daily operations of Front Office, Guest Services, Concierge, Bell Services, Housekeeping, Laundry, and other assigned Rooms Division functions.
• Ensure seamless coordination between departments to provide efficient, personalized, and consistent luxury guest service.
• Establish and maintain exceptional standards for guest room presentation, cleanliness, maintenance, and overall property appearance.
• Monitor daily arrivals, departures, occupancy levels, VIP reservations, room assignments, and special guest requests.
• Oversee room inventory management, room status accuracy, housekeeping productivity, and coordination with Engineering.
• Conduct regular property walkthroughs, guest room inspections, and departmental audits.
• Ensure timely resolution of guest complaints, operational challenges, and service deficiencies.
• Maintain strong communication with Reservations, Revenue Management, Sales, Food & Beverage, Engineering, Security, and other hotel departments.
• Develop and implement strategies to improve operational efficiency, productivity, guest satisfaction, and overall departmental performance.
• Ensure compliance with applicable safety regulations, company policies, and established hospitality standards.

Luxury Guest Experience & Service Excellence

• Establish a culture of genuine hospitality, personalized service, discretion, and exceptional attention to detail.
• Ensure every stage of the guest journey reflects the elevated expectations of a luxury hotel.
• Develop and maintain VIP arrival procedures, personalized amenities, guest preference tracking, and recognition programs.
• Oversee guest feedback management, service recovery, and continuous improvement initiatives.
• Anticipate guest needs and empower associates to provide thoughtful, proactive service.
• Maintain high standards for guest communication, professional presentation, and service etiquette.
• Monitor online guest reviews, satisfaction surveys, and quality assurance results.
• Implement corrective action plans to address recurring guest concerns and improve service delivery.
• Establish service standards aligned with recognized luxury hospitality benchmarks, including Forbes Travel Guide and AAA Five Diamond expectations, where applicable.

Financial Management & Revenue Optimization

• Develop, manage, and monitor Rooms Division operating budgets, payroll expenses, and departmental expenditures.
• Establish productivity benchmarks and staffing schedules based on occupancy forecasts and business demands.
• Monitor labor costs, overtime, housekeeping cost per occupied room, and departmental operating expenses.
• Partner with Revenue Management and Reservations to optimize room inventory, room availability, and revenue opportunities.
• Analyze key performance indicators, including occupancy, Average Daily Rate (ADR), Revenue per Available Room (RevPAR), guest satisfaction scores, and departmental productivity.
• Identify opportunities to maximize profitability while maintaining uncompromising luxury service standards.
• Oversee departmental purchasing, inventory controls, and cost-management initiatives.
• Prepare operational reports, financial forecasts, and performance updates for executive leadership.
• Ensure accurate room status reporting, guest billing procedures, and internal financial controls.

Team Development & Human Resources

• Build, mentor, and lead a high-performing Rooms Division team committed to exceptional service.
• Recruit and develop department heads, supervisors, and associates who demonstrate professionalism, accountability, and a genuine passion for hospitality.
• Establish comprehensive training programs covering luxury service standards, operational procedures, guest relations, and departmental expectations.
• Conduct regular performance evaluations, coaching sessions, and employee development initiatives.
• Foster a positive, collaborative, and respectful workplace culture.
• Establish clear performance expectations and hold team members accountable for service quality and operational results.
• Partner with Human Resources on employee relations, scheduling, training, performance management, and compliance matters.
• Promote employee engagement, retention, professional growth, and leadership development.
• Ensure departmental staffing levels are appropriate for occupancy, service demands, and operational requirements.

Quality Assurance, Safety & Compliance

• Develop and maintain rigorous quality assurance and inspection programs for guest rooms and public areas.
• Ensure compliance with applicable health, safety, sanitation, fire prevention, and accessibility requirements.
• Collaborate with Engineering and Security to maintain a safe and well-maintained environment for guests and employees.
• Establish procedures for emergency response, guest incidents, lost and found, and operational disruptions.
• Monitor preventive maintenance programs and coordinate timely resolution of guest room deficiencies.
• Maintain accurate departmental documentation, operational reports, and inspection records.

Required Qualifications

• Minimum of 7 years of progressive hotel operations experience , including significant leadership responsibility within the Rooms Division.
• Minimum of 3 years in a Rooms Division Manager, Director of Rooms, Director of Front Office, or comparable senior operational leadership role.
• Mandatory experience working in luxury, five-star, five-diamond, or comparable upscale luxury hotel environments.
• Demonstrated, hands-on experience participating in at least one successful luxury hotel pre-opening, from operational planning through hotel launch.
• Strong knowledge of Front Office, Housekeeping, Guest Services, Concierge, and overall Rooms Division operations.
• Proven experience developing departmental budgets, staffing models, operational procedures, and service standards.
• Demonstrated ability to recruit, train, and lead large, diverse hospitality teams.
• Strong understanding of luxury guest service expectations, VIP protocols, and quality assurance programs.
• Proficiency with hotel property management syst]]>