Director of Rooms

Omni Hotels & Spas•Tempe, AZ

About The Position

The Director of Rooms is an executive-level position responsible for the performance of the Rooms Division, including Front Desk, Guest Services, Housekeeping, Laundry, and Loss Prevention. Reporting to the General Manager, the Director produces balanced financial, guest-experience, and associate-satisfaction outcomes. The role leads Rooms Operations, maintains a luxury experience in lobby and common areas, monitors service and operating results, and works with department heads to meet budget, service, and retention goals.

Requirements

At least five years of previous Rooms Division experience in a property of similar size and quality.
Excellent verbal and written professional communication skills.
Strong leadership skills and the ability to nurture managers-in-training.
Detail-oriented and organized.
Able to work closely and communicate professionally with associates, departments, guests, and clients.
Highly service-oriented.
Able to work a flexible schedule, including nights, weekends, and holidays.

Nice To Haves

Bachelor’s degree or equivalency preferred.
Experience in forecasting and scheduling, daily reviews, and analysis of operating results preferred.

Responsibilities

Lead the property’s Rooms Operations, including Front Office, Housekeeping, Guest Services, and Loss Prevention.
Oversee that Loss Prevention functions are properly completed by the Security Manager and discipline Security personnel in conjunction with the Security Manager.
Ensure thorough investigations and reports are completed for incidents involving guests or associates, including losses, thefts, accidents, and acts of violence.
Ensure lobby and common areas are maintained to provide a luxury experience for guests.
Analyze service issues and identify trends.
Improve associate satisfaction across the division year over year, including maintaining low turnover and high promotion-from-within ratings.
Control payroll and direct expenses in line with budget and changing business levels, using corporate-wide technology and other systems.
Participate in weekly forecasting and scheduling activities.
Assist the Director of Finance with the annual Rooms Division budget process.
Prepare action plans as directed by management.
Review operating outcomes daily and take corrective action when required.
Remain visible and regularly connect with guests to obtain feedback on product quality, service levels, and overall satisfaction.
Work with direct reports, including department heads, to develop and implement departmental strategies that meet budget, service, and retention goals.