Director of Rooms

Omni Hotels & Resorts•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. The role serves as the strategic business leader for Rooms Operations and is accountable for balanced financial results, guest experience, and associate satisfaction. The Director of Rooms reports to the General Manager. The position oversees operating performance, service quality, staffing, expenses, and departmental strategies. It includes ensuring Loss Prevention functions and incident investigations are properly handled, maintaining lobby and common areas to provide a luxury guest experience, reviewing operating outcomes, and connecting with guests to gather feedback. The Director also works with department heads to achieve budget, service, and retention goals and assists the Director of Finance with the annual Rooms Division budget.

Requirements

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

Nice To Haves

Bachelor's degree or equivalent experience.
Experience in forecasting and scheduling, daily reviews, and analysis of operating results.

Responsibilities

Lead Rooms Operations, including Front Office, Housekeeping, Guest Services, and Loss Prevention.
Oversee the proper completion of Loss Prevention functions by the Security Manager.
Discipline Security personnel in conjunction with the Security Manager.
Ensure thorough investigations and reports are completed for incidents involving losses, thefts, accidents, or acts of violence affecting guests or associates.
Ensure lobby and common areas are maintained to provide a luxury guest experience.
Analyze service issues and identify trends.
Improve associate satisfaction year over year across the division, including maintaining low turnover and high promotion-from-within ratings.
Control payroll and direct expenses in line with the budget and changing business levels using company technology and 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.
Maintain visibility and regularly connect with guests to gather feedback on product quality, service levels, and overall satisfaction.
Work with department heads to develop and implement strategies that meet budget, service, and retention goals.