Hotel Innkeeper

Director Of Rooms
The Director of Rooms is responsible for the overall leadership, strategy, execution, and performance of the Rooms Division, including Front Office, Housekeeping, Security, Shuttle Operations, and

IT

. This leader serves as the operational quarterback of the hotel, ensuring seamless guest experiences, exceptional service delivery, operational efficiency, financial performance, and team engagement.
The Director of Rooms must be a proven leader in a full-service hotel environment with a track record of improving guest satisfaction, operational KPIs, labor productivity, and departmental accountability. This position requires a strategic thinker who can develop long-term solutions while remaining hands-on and willing to support the operation whenever and wherever needed. This role serves as an extension of the General Manager, effectively communicating and executing the hotel's vision, priorities, and strategic initiatives while ensuring alignment across all operational departments.
Leadership Philosophy
The Director of Rooms must:

Lead with accountability, urgency, and ownership.
Create solutions rather than identify problems.
Be highly visible and engaged with guests and team members.
Build strong relationships across all departments.
Develop future leaders through coaching, mentoring, and succession planning.
Roll out and execute corporate initiatives with consistency and measurable results.
Lead from the floor during peak demand periods, major events, operational challenges, and high-volume arrivals.
Set clear expectations while creating an environment where team members feel empowered, valued, and supported.
Essential Responsibilities
Operational Leadership
Provide strategic leadership and daily oversight of:

Front Office
Housekeeping
Security
Shuttle Operations
Information Technology (IT)
Ensure all departments consistently deliver:

Outstanding guest experiences
Safe and secure operations
Brand compliance
Financial accountability
Operational excellence
Maintain direct accountability for:

Guest Satisfaction Scores (GSS)
Medallia/Qualtrics performance
Rooms Division profitability
Labor management
Service recovery
Departmental productivity
Employee engagement
Strategic Planning & Execution

Develop and execute departmental business plans aligned with hotel objectives.
Translate the General Manager's vision into actionable goals and operational strategies.
Identify operational risks and opportunities before they impact guest satisfaction or financial performance.
Lead implementation of corporate initiatives, new programs, technology platforms, and operational standards.
Establish measurable action plans with clear ownership and accountability.
Monitor results and adjust strategies to achieve desired outcomes.
KPI Management & Accountability
Maintain ownership of key performance indicators including but not limited to:
Front Office

Guest Satisfaction Scores
Travel Pass Enrollment
Upsell Revenue
Check-In Experience Scores
Service Recovery Performance
Arrival Readiness
Housekeeping

Cleanliness Scores
Room Readiness by 3:00 PM
Productivity Metrics
Inspection Scores
Guest Room Defects
Lost & Found Compliance
Security

Incident Response Time
Safety Compliance
Key Control
Risk Management Programs
Workplace Safety
Shuttle Operations

On-Time Pickups and Departures
Airline Crew Compliance
Guest Transportation Satisfaction
Vehicle Maintenance Compliance
IT

System Uptime
Technology Support Response Times
Guest Internet Performance
Technology Project Implementation
Regularly analyze trends and develop action plans to improve performance.
Operational Communication & Leadership Rhythm
Weekly Rooms Division Operations Meeting
Conduct and lead a weekly operational meeting with:

Front Office Leadership
Housekeeping Leadership
Security Leadership
Engineering Leadership
Shuttle Leadership
IT Support Team
Meeting objectives include:

Review guest satisfaction trends
Review operational KPIs
Review labor performance
Review upcoming groups and events
Review airline crew arrivals and departures
Discuss operational challenges
Assign action items and accountability
Communicate General Manager priorities and strategic direction
Ensure all departments are prepared for upcoming business demands
Meeting minutes, action plans, and deadlines must be documented and followed through.
Executive Committee Collaboration

Serve as a key member of the Executive Committee.
Participate in strategic planning discussions.
Support all revenue-generating initiatives.
Collaborate with Sales, Revenue Management, Food & Beverage, Engineering, Human Resources, and Finance.
Ensure operational readiness for group business, airline contracts, special events, and VIP arrivals.
Guest Experience Leadership

Maintain a visible presence in the lobby and public areas.
Interact regularly with guests and clients.
Lead service recovery efforts for significant guest concerns.
Resolve escalated issues professionally and promptly.
Ensure departments consistently deliver memorable experiences.
Review guest feedback daily and implement corrective action plans.
Labor & Financial Management

Develop and manage departmental budgets.
Control labor costs while maintaining service standards.
Review schedules to ensure alignment with business levels.
Monitor overtime and productivity.
Identify opportunities to improve efficiency without sacrificing guest experience.
Support annual budgeting and forecasting processes.
Team Development & Culture

Recruit, train, coach, and develop department leaders.
Conduct regular one-on-one meetings with direct reports.
Establish clear performance expectations.
Hold leaders accountable through measurable results.
Create succession plans for key positions.
Promote a culture of teamwork, accountability, recognition, and continuous improvement.
Corporate Initiative Leadership

Champion all corporate programs and initiatives.
Ensure operational teams understand the purpose behind changes.
Communicate expectations clearly.
Train leaders and team members on new processes.
Measure adoption and effectiveness.
Provide feedback to corporate leadership regarding implementation success and opportunities.
Operational Ownership
The Director of Rooms is expected to:

Take ownership of operational challenges.
Be proactive rather than reactive.
Assist departments during critical business periods.
Support front desk operations during peak check-in periods.
Assist with room inspections during high occupancy.
Support group arrivals and airline operations.
Participate in emergency response situations.
Lead by example through visible engagement and hands-on support.
This role is not limited to directing operations from an office; it requires active participation in the operation when the team needs leadership most.
Qualifications
Required

Minimum 5 years of Rooms Division leadership experience.
Minimum 3 years in a Director of Rooms, Hotel Manager, Director of Operations, or similar leadership role.
Full-service hotel experience required.