Director of Rooms

Sonesta Hotels•Charlotte, NC

17h•$85,000 - $95,000

About The Position

The Director of Rooms is responsible for leading the daily operations of a full-service hotel, with direct oversight of Front Office, Housekeeping, and Security. This leader is a highly operational, systems-driven professional who excels in creating processes, implementing structure, and ensuring accountability across departments. This role requires deep expertise in Opera Cloud PMS, with the ability to leverage the system to drive operational efficiency, reporting accuracy, inventory control, guest profile management, and financial integrity. The Hotel Manager partners closely with the General Manager and Executive Committee to drive revenue, protect profitability, elevate guest satisfaction, and build a disciplined, service-focused culture.

Requirements

5+ years of progressive leadership experience in a full-service hotel.
Advanced, hands-on expertise in Opera Cloud PMS.
Demonstrated experience building processes and operational systems.
Strong financial acumen and labor management experience.
Experience overseeing Front Office, Housekeeping, and Security.
Proven ability to lead large teams in a fast-paced environment.

Nice To Haves

Process-oriented and detail-driven
Strong problem solver
Data-driven decision maker
Calm under pressure
Holds teams accountable while building culture
Thrives in complex, high-volume environments

Responsibilities

Operational Systems & Process Development Design, implement, and refine SOPs across Front Office, Housekeeping, and Security.
Build scalable systems that improve efficiency, reduce errors, and increase accountability.
Establish clear daily, weekly, and monthly operational rhythms.
Monitor KPIs and create action plans to correct deficiencies.
Ensure strong interdepartmental communication processes.
Expert-level proficiency in Opera Cloud PMS.
Manage room inventory, rate strategies, and availability controls.
Audit reservations, routing instructions, crew/group billing setups, and direct bill accounts.
Ensure profile integrity and enforce profile change standards.
Train department leaders on system usage and reporting functionality.
Leverage Opera reporting tools to analyze trends, identify opportunities, and mitigate risk.
Oversee night audit compliance and financial reconciliation accuracy.
Oversee all guest arrival and departure processes.
Implement structured service standards and escalation procedures.
Monitor upsell programs, pre-arrival planning, and VIP processes.
Ensure proper handling of airline crew manifests and group rooming lists.
Maintain strong guest recovery systems.
Oversee all hotel transportation operations, including airport, airline crew, and group transfers.
Develop structured pickup and drop-off schedules aligned with airline manifests and group itineraries.
Ensure built-in buffer systems to account for traffic, weather, and operational delays.
Implement daily vehicle safety inspections and compliance documentation.
Monitor shuttle productivity, fuel usage, and driver scheduling alignment with forecasted demand.
Train drivers on time-sensitive airline operations, professionalism, and guest interaction standards.
Ensure clear communication between Front Office and Shuttle teams regarding arrivals, delays, and manifest changes.
Establish accountability systems to ensure on-time performance and guest satisfaction.
Maintain safety compliance with DOT standards and company policies.
Build productivity systems aligned with MPOR/MPC targets.
Implement structured inspection programs and room readiness tracking.
Align scheduling with forecast and occupancy trends.
Establish inventory control systems for linens and supplies.
Ensure maintenance communication processes are clearly defined and followed.
Implement clear safety protocols and documentation standards.
Oversee incident reporting processes and investigation procedures.
Ensure compliance with key control, camera systems, and access policies.
Develop emergency response and crisis management systems.
Conduct regular safety audits and team training.
Review daily labor reports and align staffing with forecast.
Build labor management processes that protect service standards while controlling cost.
Monitor departmental budgets and identify expense reduction opportunities.
Partner with Finance on forecasting and performance analysis.
Develop department managers through coaching and structured accountability.
Create measurable performance expectations.
Drive a culture of ownership, urgency, and operational excellence.
Lead by example with strong floor presence and proactive guest engagement.