Director of Rooms

Sonesta Hotels•San Francisco, CA

3d•Onsite

About The Position

At The Clift Royal Sonesta San Francisco, we don’t just offer a stay—we create an experience. Known for its bold design, rich history, and vibrant energy in the heart of Union Square, The Clift is a place where creativity, service excellence, and individuality come together. We are seeking a Director of Rooms who brings both strategic leadership and hands-on operational excellence to elevate the guest journey and lead our Rooms Division into its next chapter. The Director of Rooms is responsible for the overall leadership, performance, and strategic direction of the Rooms Division, including Front Office, Housekeeping, Guest Services, and Security. This role ensures exceptional guest satisfaction, operational efficiency, and compliance with brand standards, labor agreements, and applicable regulations. This is a highly visible executive role, partnering closely with the General Manager and Executive Committee to drive results, foster a culture of accountability, and deliver an elevated guest experience.

Requirements

Minimum 5–7 years of progressive Rooms Division leadership experience, preferably in a luxury or lifestyle hotel environment
Strong knowledge of Front Office and Housekeeping operations, with multi-department oversight experience
Proven ability to lead in a unionized environment strongly preferred
Demonstrated success in improving guest satisfaction, team engagement, and financial performance
Solid understanding of labor compliance, wage & hour regulations, and operational risk management
Excellent leadership, communication, and decision-making skills

Nice To Haves

Bachelor’s degree in Hospitality Management or related field preferred

Responsibilities

Direct and oversee all Rooms Division operations to ensure seamless guest experiences
Establish and maintain service standards aligned with brand expectations and luxury positioning
Drive continuous improvement in guest satisfaction scores and service delivery metrics
Lead, coach, and develop department heads and frontline leaders
Foster a culture of engagement, accountability, and inclusion
Partner with HR on performance management, training, and succession planning
Develop and manage departmental budgets, forecasts, and labor costs
Optimize staffing models in alignment with occupancy and business demand
Identify opportunities for operational efficiencies and revenue enhancement
Ensure compliance with applicable labor laws, union agreements, and company policies
Partner with HR on investigations, disciplinary actions, and grievance management
Maintain accurate documentation and support a legally compliant work environment
Champion a guest-first culture, responding to escalations with urgency and professionalism
Oversee quality assurance programs, inspections, and brand audits
Collaborate cross-functionally to ensure a cohesive guest journey