Director of Room Operations

Concord Hospitality Enterprises•Jupiter, FL

4d•$90,000 - $100,000

About The Position

The Wyndham Grand Jupiter is seeking a hands-on, service-focused Director of Room Operations to lead the Front Office and Housekeeping teams in delivering excellent guest experiences. The role oversees Front Office, Housekeeping, Laundry, and coordination with third-party valet and security providers, with responsibility for service quality, brand compliance, team development, operational standards, and financial performance. The leader is expected to foster a positive workplace, lead with integrity and professionalism, and support associates’ development and well-being. The position manages budgets, labor, expenses, forecasts, purchasing, inventory, and reporting; conducts property inspections; oversees guest concerns and VIP experiences; coordinates maintenance and improvement work with Engineering; and ensures compliance with safety, key-control, guest-privacy, lost-and-found, and audit procedures. It also oversees front desk operations, housekeeping and hotel upkeep, vendor service levels, and preparation for brand reviews, audits, ownership visits, and emergency response.

Requirements

Proven leadership experience in Rooms Division or hotel operations management.
Strong financial acumen and experience managing departmental budgets and forecasting.
Excellent organizational, communication, and interpersonal skills.
Demonstrated ability to lead, motivate, and develop high-performing teams.
Knowledge of OSHA regulations, safety protocols, and internal audit procedures.

Nice To Haves

Familiarity with branded hotel systems.

Responsibilities

Lead day-to-day Front Office, Housekeeping, and Laundry operations to ensure service excellence and brand compliance.
Manage departmental budgets, labor, expenses, and forecasts to support financial performance.
Hire, train, mentor, and develop associates while promoting a positive work culture.
Conduct routine property inspections to maintain brand standards, cleanliness, and guest readiness.
Oversee VIP guest experiences and resolve guest concerns and service opportunities promptly.
Coordinate with Engineering on maintenance and capital improvement projects and ensure timely issue resolution.
Maintain compliance with key control, safety, lost-and-found procedures, and internal audits.
Manage purchasing, inventory, and end-of-month reporting for rooms division supplies and materials.
Lead departmental meetings and encourage effective interdepartmental communication.
Oversee front desk arrivals, departures, room assignments, billing, guest requests, service recovery, staffing, and coordination with Housekeeping.
Monitor the lobby experience, wait times, telephone service, guest recognition, team professionalism, guest satisfaction, check-in efficiency, loyalty enrollment, upselling, and productivity.
Review VIP, group, repeat-guest, accessibility, and special-request arrangements; ensure concerns are documented, resolved, and followed up.
Maintain controls for cash, credit-card security, billing, keys, guest privacy, room moves, and oversells.
Ensure cleanliness, condition, and presentation of guestrooms and hotel areas, with primary focus on front-of-house guest areas.
Maintain cleaning and inspection standards for guest-facing areas, including the lobby, entrances, corridors, elevators, public restrooms, and meeting-area common spaces.
Align housekeeping staffing with occupancy, departures, stayovers, arrivals, groups, events, and public-area traffic; maintain inspection, deep-cleaning, room-status, and room-readiness programs.
Control linen, uniforms, supplies, chemicals, and equipment; ensure proper storage, training, and safe work practices.
Document repair and replacement needs, track deficiencies through completion, and monitor cleanliness, room readiness, public-area condition, productivity, overtime, and supply costs.
Serve as the primary hotel contact for valet and security leadership and confirm staffing, deployment, service levels, and contractual compliance.
Set expectations for vendor professionalism, guest interaction, safety, response times, documentation, escalation, and emergency procedures.
Monitor valet traffic flow, vehicle handling, wait times, and incident reporting; review security patrols, reports, and responses to disturbances, unauthorized access, and safety concerns.
Review vendor performance and guest feedback, document recurring issues, and require timely corrective action.
Serve as the senior escalation point for concerns involving Front Desk Services, Housekeeping, valet, or security, and use guest feedback to drive improvement.
Manage labor, overtime, linen, supplies, and equipment costs; validate vendor staffing and billing while balancing cost control with service, cleanliness, and safety.
Ensure compliance with hotel policies, brand standards, and safety requirements, including guest privacy, room access, master keys, lost and found, and incident reporting.
Prepare operations and vendors for brand reviews, quality audits, ownership visits, and emergency response.