Director of Rooms

Chetola Resort • Blowing Rock, NC

1d

About The Position

Chetola Resort is seeking a dynamic, service-driven Director of Rooms to lead all aspects of Front Office (Guest Services) and Housekeeping & Laundry operations. Reporting to the Assistant General Manager, this role is responsible for delivering a seamless, high-quality guest experience across all lodging touchpoints while driving operational excellence, team performance, and financial results. This is a hands-on leadership role for someone who thrives in a fast-paced resort environment, leads from the floor, and understands that exceptional guest experiences are built through consistency, attention to detail, and strong team culture.

Requirements

• 4+ years of progressive leadership experience in hotel or resort operations, with direct oversight of Rooms Division functions
• Prior experience managing Front Office and/or Housekeeping operations required
• Strong understanding of hotel operations, service standards, and financial performance metrics
• Proven ability to lead teams, manage budgets, and drive operational improvements
• Ability to work a flexible schedule including evenings, weekends, and holidays
• Ability to stand for extended periods and lift up to 50 lbs

Nice To Haves

• Bachelor’s degree in Hospitality Management or related field preferred

Responsibilities

• Rooms Division Leadership
• Oversee Front Desk, Guest Services, Housekeeping, and Laundry operations across the Lodge and Chetola Rentals
• Ensure alignment and seamless coordination between Front Office and Housekeeping to optimize room readiness and guest flow
• Act as Manager on Duty as needed, ensuring operational excellence and service recovery in real time
• Guest Experience Excellence
• Champion Chetola’s service standards across all lodging touchpoints—from arrival through departure
• Resolve escalated guest concerns with urgency, professionalism, and ownership
• Monitor guest feedback (Review Tracker, internal surveys, etc.) and implement action plans to improve satisfaction scores
• Team Leadership & Development
• Lead, coach, and develop department leaders including Front Office and Housekeeping leadership
• Build a high-performance, accountable, and service-oriented culture across Rooms
• Partner with People & Culture on hiring, onboarding, training, and performance management
• Establish clear expectations, conduct regular check-ins, and develop future leaders
• Operational Excellence
• Ensure rooms and public areas consistently meet the highest standards of cleanliness, presentation, and maintenance readiness
• Implement and enforce standard operating procedures across all Rooms functions
• Conduct routine inspections and audits to maintain Forbes-level attention to detail
• Drive efficiency in scheduling, labor management, and daily operations based on occupancy and demand
• Financial Performance
• Own Rooms Division financial performance, including labor, supplies, and departmental budgets
• Monitor and improve key metrics such a CPOR, labor productivity and scheduling efficiency
• Partner with the AGM and Finance to forecast demand, manage expenses, and identify opportunities for cost control and revenue enhancement
• Collaboration & Communication
• Work closely with Maintenance, Food & Beverage, Spa, Sporting Reserve, Orvis®-endorsed fly fishing and resort amenities to ensure a seamless guest experience
• Communicate daily priorities through standups and cross-department coordination
• Support resort-wide initiatives, projects, and continuous improvement efforts

Benefits

• Competitive salary
• Comprehensive benefits offered including health, dental, vision, and supplemental benefits as well as PTO, and on-property perks

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1-10 employees