Director of Rooms

THE UMSTEAD HOTEL & SPA • Cary, NC

3d • Onsite

About The Position

The Director of Rooms provides inspirational leadership through a visible, hands-on approach across all areas of accommodations, guest services, and safety operations at The Umstead Hotel & Spa. This role exemplifies Ownership’s vision and the hotel’s core values, particularly a deep commitment to fairness, respect, and excellence for all associates. As a key member of the Hotel Leadership Team, the Director of Rooms reports directly to the General Manager and plays a vital role in shaping the guest experience, associate culture, and operational success of the property. Recognizing that The Umstead Hotel & Spa is a treasured gift to the community, the Director of Rooms consistently demonstrates the following principles: Foster a culture of respect and inclusion that resonates throughout the organization and the broader community, reinforcing the hotel’s reputation as an employer of choice. Deliver warm, intuitive, and creative service experiences that define the hotel’s genuine hospitality and create meaningful, lasting memories for guests. Strengthen the hotel’s brand image and community presence through thoughtful participation in industry and community organizations.

Requirements

• Bachelor’s degree from an accredited four-year college or university.
• Minimum of eight (8) years of hotel management experience in full-service or luxury hotel environments.
• Strong computer proficiency in standard business applications.
• Ability to work a flexible schedule, including AM and PM shifts, weekends, and peak operational periods.
• Visible leadership during the hotel’s highest activity times.
• Proven ability to build, lead, and retain a high-performing management team within the Rooms Division.

Nice To Haves

• Experience with Opera Property Management System preferred.

Responsibilities

• Provide strategic and operational leadership for Front Office, Housekeeping, Laundry, and Loss Prevention departments to ensure seamless service delivery and exceptional guest experiences.
• Maintain impeccable cleanliness and presentation of all guest rooms, public spaces, and back-of-house areas, consistently meeting luxury standards.
• Oversee third-shift cleaning contracts, ensuring quality standards, compliance, and timely service delivery.
• Monitor daily laundry production, quality control practices, and results; oversee valet services and uniform cleaning contracts.
• Ensure accurate linen inventories are conducted three times annually and that replacement orders are completed for Rooms, Food & Beverage, and Spa operations.
• Maintain daily involvement in Front Office operations, including front desk, concierge, bell services, lobby ambassadors, and valet parking.
• Collaborate closely with the Loss Prevention/Security team to ensure adherence to emergency procedures, investigations, and asset protection protocols.
• Build and maintain strong working relationships with local police, fire, and emergency medical agencies to ensure priority response when required.
• Ensure all operational areas are maintained in a clean, organized, and safe manner to protect guests, associates, and hotel assets.
• Exercise disciplined financial management, including labor control and divisional expense oversight.
• Lead or support renovation initiatives and capital improvement projects from planning through execution.
• Ensure full compliance with county health codes and consistently achieve high inspection scores.
• Champion and enforce hotel-wide GREEN initiatives and sustainability practices.
• Actively engage in associate training, coaching, and development to support retention and minimize turnover.
• Build and mentor a strong leadership team within the Rooms Division, emphasizing professional growth, accountability, and service excellence.
• Promote open communication and collaboration across all departments, prioritizing the overall success of the hotel and spa.
• Lead with a guest-first mindset while balancing service excellence with financial performance.
• Demonstrate passion for creativity, innovation, and continuous improvement through a hands-on leadership style.
• Exhibit strong verbal, written, and administrative communication skills.
• Make thoughtful, accurate, and strategic decisions in both routine and high-pressure situations.
• Maintain a calm, organized presence and coach associates in conflict resolution through sound judgment and reasoning.

What This Job Offers

• Job Type: Full-time
• Career Level: Director