Director of Rooms - Canopy by Hilton at Deer Valley

Extell Development Company•Park City, UT

About The Position

The Director of Rooms for Canopy by Hilton is a strategic business leader responsible for the comprehensive oversight and efficient operation of the Front Office, Housekeeping, and Engineering departments. This key leadership role is integral to upholding the Canopy brand promise of delivering a "Positive Stay" and an authentically local, sophisticated, and comfortable experience. The Director of Rooms will champion guest satisfaction, maximize departmental profitability, and ensure all operations are in strict compliance with Canopy by Hilton's distinct service and design standards, which emphasize local character and a "Just-Right" guest experience.

Requirements

Bachelor’s Degree in Hospitality Management, Business Administration, or a related field preferred.
Minimum of 5-7 years of progressive leadership experience in hotel operations, with at least 3-5 years in a senior leadership role with a primary focus on hotel management within a full-service or upscale hotel environment.
Exceptional leadership, coaching, and team-building skills.
Strong financial acumen with proven ability to manage budgets and drive profitability.
Excellent communication (written and verbal), interpersonal, and presentation skills.
Superior problem-solving and decision-making abilities with a focus on results.
Proficiency in hotel management software (POS & PMS - e.g., Toast & OnQ) and Microsoft Office Suite.
Deep understanding of hotel rooms operations, guest service principles, and industry best practices, and building systems.
Demonstrated ability to consistently achieve and improve guest satisfaction scores (e.g., Medallia, TripAdvisor, NPS), Hotel scores, and customer service scores.
Ability to work flexible hours, including evenings, weekends, and holidays as needed.
Highly organized with strong attention to detail.
Proactive, resourceful, and able to work independently and as part of a team.
High degree of integrity and professionalism.
Passion for hospitality and delivering exceptional guest experiences.
Ability to thrive under pressure in a dynamic environment.

Nice To Haves

Familiarity with the unique demands of a seasonal, mountain resort destination is a plus.

Responsibilities

Guest Experience & Brand Standards: Lead all Rooms Division departments to consistently deliver a seamless, positive, and genuinely local guest experience, in line with Canopy by Hilton's lifestyle brand essence.
Monitor and drive continuous improvement in guest satisfaction metrics (e.g., SALT, Medallia, or equivalent) and implement effective service recovery programs.
Ensure the physical product—guest rooms, public areas, and back-of-house areas—reflects the brand's high standards for design, cleanliness, and maintenance, especially the signature "Just-Right Room" and "Uncloseted" features.
Personally interact with guests to obtain feedback, resolve complex issues, and foster a culture of exceptional, personalized service.
Operational Leadership (Front Office, Housekeeping, & Engineering) Front Office: Oversee check-in/out, and all guest service operations. Ensure team proficiency with hotel’s technology and procedures, including mobile check-in/digital key and other services.
Housekeeping: Direct and manage all housekeeping operations. Develop and maintain systems for thorough, efficient cleaning and inspection of all guest rooms, corridors, and public spaces to meet the brand's sophisticated comfort and cleanliness standards.
Engineering/Maintenance: Partner closely with the Chief Engineer to ensure the preventative maintenance program is rigorous, all engineering staff are properly trained, and all guest and facility repair requests are handled promptly, maintaining the functional and aesthetic integrity of the property.
Financial & Business Management: Develop, implement, and monitor the annual Rooms Division budget, including revenue, labor, and expense control for all three departments.
Analyze financial statements and operational reports to identify trends and implement strategies to maximize room revenue and departmental profitability.
Manage inventory, purchasing, and cost control processes for departmental supplies and equipment.
Talent Management & Culture: Recruit, train, mentor, and lead a diverse, high-performing team of Department Heads (Executive Housekeeper, Chief Engineer) and front-line team members.
Foster a positive, collaborative, and empowering work environment that aligns with the "Enthusiast" spirit of the Canopy brand and Extell Hospitality Services values.
Conduct performance reviews, coaching, counseling, and disciplinary actions as necessary.
Ensure departmental scheduling is aligned with business demands and labor budgets.