SUMMARY:

The Director of Rooms is responsible for overseeing the daily operations of the front office and the guest services department, ensuring exceptional service and satisfaction for all guests. This role includes managing the front desk team, optimizing guest services, ensuring seamless check-in/check-out processes, and handling guest concerns. The Director of Rooms will work closely with other departments to ensure smooth operations and uphold the hotel’s standards for guest experience, comfort, and service quality.

RESPONSIBILITIES:

• Oversee the daily operations of the front desk and guest services departments to ensure seamless guest experiences from check-in to check-out.
• Lead, train, and supervise front desk staff, ensuring high levels of customer service and adherence to hotel policies and procedures.
• Ensure front desk operations are running smoothly, including handling check-ins/check-outs, guest inquiries, and reservations.
• Handle guest complaints and concerns promptly, ensuring resolutions that align with the hotel’s service standards.
• Develop and monitor service standards for guest services to ensure consistent, high-quality experiences.
• Manage department budgets and work with senior management to set financial goals and control costs related to front desk operations.
• Create and maintain efficient schedules to ensure optimal staffing levels at the front desk and guest services department.
• Work with the sales and marketing teams to maximize guest satisfaction, enhance brand loyalty, and promote hotel services.
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest experience.
• Conduct regular training and development sessions to ensure the front desk team stays up to date on policies, procedures, and customer service techniques.
• Monitor performance and KPIs for the front desk and guest services, making adjustments to improve service levels as needed.
• Conduct regular inspections of the front desk area and lobby, ensuring cleanliness and a welcoming atmosphere.
• Analyze guest feedback and reviews to identify areas for improvement and make necessary adjustments to service delivery.
• Ensure compliance with safety and security standards for guest services and front desk operations.
• Provide regular performance reports to senior management, including guest satisfaction metrics, occupancy rates, and department performance.

QUALIFICATIONS:

• At least 5 years of experience in hotel management, with a minimum of 3 years in a leadership role within the Front Office or Guest Services.
• Strong leadership, interpersonal, and team management skills.
• Exceptional communication skills and ability to interact with guests, staff, and senior management.
• Deep knowledge of front desk operations, guest services, and related technologies (e.g., hotel management software such as Opera, Fidelio).
• Proven ability to resolve guest complaints and ensure customer satisfaction.
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Strong financial acumen, with experience in managing budgets and cost control.
• Flexible schedule availability, including weekends and holidays.
• Ability to remain calm under pressure and handle stressful situations with professionalism.

EDUCATION:

• Bachelor’s degree in hospitality management, Business Administration, or related field, or equivalent experience.

REASONING ABILITY:

• Excellent verbal and written communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergency situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job is primarily performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to on-going construction and various weather conditions. The noise level in the work environment may range from moderate to loud.

The above job description describes the primary duties and qualifications for this position. The company reserves the right to modify, add or remove duties other duties as necessary.