Director of Rooms

Central Station • Memphis, TN

2d

About The Position

The Director of Rooms oversees and manages the Front Office and Housekeeping Departments, working with other department heads to manage day-to-day rooms operations in accordance with Indigo Road standards. The role is directly responsible for guest satisfaction and continuous improvement within each department and hotel-wide. The Director assesses operational needs, plans proactively for exceptional guest service, reviews operational excellence requirements with department heads, and implements and evaluates programs for continued success. The role also participates in total hotel management activities as a member of the Hotel Management Team.

The Director leads the property operations team and team members and managers to support satisfaction, guest service, financial and quality goals, cleanliness, service levels, and profitability. The position includes responsibility for policy and brand-standard compliance; guest-service recovery; budgeting and business planning; hotel meetings; department structure and operational effectiveness; and developing direct reports and high-potential team members in partnership with the General Manager. Other duties include community and corporate participation, planning team-member events, hotel inspections, and follow-up on special projects.

The position requires advanced hospitality and business-management knowledge, particularly in Housekeeping and Front Desk operations, along with the ability to integrate information across hotel areas, analyze complex activities, make decisions within general policies, communicate effectively, organize projects, prepare reports, and inspect hotel spaces. The work schedule is flexible and varies with hotel needs, but requires 50–60 hours over five days, averages 55 hours per week, and includes most weekends. The role involves standing and walking for much of the workday and occasional lifting and other physical activities.

Requirements

• Two to three years of employment in a similar position.
• Brand experience with Hilton, IHG, and/or Marriott.
• A four-year college degree or equivalent education or experience.
• Advanced knowledge of hospitality and business management, especially Housekeeping and Front Desk operations.
• Considerable working knowledge of other hotel areas and the ability to integrate and communicate information.
• Ability to study, analyze, and interpret complex activities or information to improve practices or develop new approaches.
• Ability to make decisions with general policies and procedures as guidance and keep the General Manager informed of general direction.
• Highly developed communication skills for leading team members and supporting guest satisfaction.
• Excellent spoken and written communication skills for communicating with managers, guests, and team members.
• Excellent organizational and project skills.
• Literacy skills necessary to prepare reports, policies, and procedures.
• Attention to detail and the ability to visually inspect the hotel.
• Mobility to walk through the front and back of the hotel.
• Ability to work an average of 55 hours per week and stand and walk 90% of the time.
• Ability to occasionally stoop, kneel, crawl, push, pull, lift, or carry up to 40 pounds and ascend or descend ladders, stairs, and ramps.
• Ability to receive detailed information through oral and written communication and to communicate by spoken word in English.

Nice To Haves

• Fluency in both English and Spanish is highly desirable.

Responsibilities

• Oversee and manage the Front Office and Housekeeping Departments and coordinate day-to-day rooms operations with other department heads.
• Direct hotel efforts to improve team-member satisfaction, cleanliness, service levels, and profitability.
• Ensure implementation of and compliance with Indigo Road policies and procedures and brand standards.
• Lead team members, managers, and supervisors to meet or exceed team-member satisfaction, guest-service, financial, and quality goals.
• Speak with guests and respond to service challenges.
• Provide leadership, guidance, and assistance for the annual budget, including expenses for rooms, property operations, and maintenance departments.
• Direct preparation of reports for the annual hotel budget and business-planning process.
• Plan, organize, chair, or participate in hotel staff, management, departmental, focus-group, and other meetings.
• Analyze department structure for operational effectiveness.
• Develop the skills and abilities of direct reports.
• Assist the General Manager in monitoring high-potential team members and supporting their development as company leaders.
• Lead the property operations team.
• Participate in and maintain active community relations and participate in corporate activities and meetings as requested.
• Collaborate with departments to plan and implement team-member events.
• Conduct hotel inspections with relevant team members.
• Prepare follow-up for special projects as necessary.

Benefits

• Competitive base pay.
• Quarterly performance-based bonuses.
• PTO benefits after 90 days.
• Comprehensive health insurance coverage, including medical, dental, and vision.
• 401(k) plan with a 50% match on the first 6% invested, with Roth options.
• Zero-interest housing loan program.
• Employee discounts at 15 restaurant concepts and the growing boutique hotels division.
• Four weeks of PTO for maternity/paternity leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director