Director of Rooms

Sonesta Charlotte, NC•Charlotte, NC

2d•$85,000 - $100,000•Onsite

About The Position

The Director of Rooms is responsible for the overall leadership, strategy, execution, and performance of the Rooms Division, including Front Office, Housekeeping, Security, Shuttle Operations, and IT. This leader serves as the operational quarterback of the hotel, ensuring seamless guest experiences, exceptional service delivery, operational efficiency, financial performance, and team engagement. The Director of Rooms must be a proven leader in a full-service hotel environment with a track record of improving guest satisfaction, operational KPIs, labor productivity, and departmental accountability. This position requires a strategic thinker who can develop long-term solutions while remaining hands-on and willing to support the operation whenever and wherever needed. This role serves as an extension of the General Manager, effectively communicating and executing the hotel's vision, priorities, and strategic initiatives while ensuring alignment across all operational departments.

Requirements

Minimum 5 years of Rooms Division leadership experience.
Minimum 3 years in a Director of Rooms, Hotel Manager, Director of Operations, or similar leadership role.
Full-service hotel experience required.
Strong knowledge of Front Office, Housekeeping, Security, Shuttle Operations, and Hotel Technology.
Proven success improving guest satisfaction scores and operational KPIs.
Proven experience leading large teams and multiple department heads.
Strong financial acumen and labor management skills.
Excellent communication and presentation skills.
Ability to lead organizational change and execute corporate initiatives.

Nice To Haves

Multi-property or large hotel experience.
Experience with airline crew operations.
Experience managing hotels with 250+ guestrooms.
Brand experience within major hotel organizations.

Responsibilities

Provide strategic leadership and daily oversight of: Front Office, Housekeeping, Security, Shuttle Operations, Information Technology (IT).
Ensure all departments consistently deliver: Outstanding guest experiences, Safe and secure operations, Brand compliance, Financial accountability, Operational excellence.
Maintain direct accountability for: Guest Satisfaction Scores (GSS), Medallia/Qualtrics performance, Rooms Division profitability, Labor management, Service recovery, Departmental productivity, Employee engagement.
Develop and execute departmental business plans aligned with hotel objectives.
Translate the General Manager's vision into actionable goals and operational strategies.
Identify operational risks and opportunities before they impact guest satisfaction or financial performance.
Lead implementation of corporate initiatives, new programs, technology platforms, and operational standards.
Establish measurable action plans with clear ownership and accountability.
Monitor results and adjust strategies to achieve desired outcomes.
Maintain ownership of key performance indicators including but not limited to: Front Office (Guest Satisfaction Scores, Travel Pass Enrollment, Upsell Revenue, Check-In Experience Scores, Service Recovery Performance, Arrival Readiness), Housekeeping (Cleanliness Scores, Room Readiness by 3:00 PM, Productivity Metrics, Inspection Scores, Guest Room Defects, Lost & Found Compliance), Security (Incident Response Time, Safety Compliance, Key Control, Risk Management Programs, Workplace Safety), Shuttle Operations (On-Time Pickups and Departures, Airline Crew Compliance, Guest Transportation Satisfaction, Vehicle Maintenance Compliance), IT (System Uptime, Technology Support Response Times, Guest Internet Performance, Technology Project Implementation).
Regularly analyze trends and develop action plans to improve performance.
Conduct and lead a weekly operational meeting with: Front Office Leadership, Housekeeping Leadership, Security Leadership, Engineering Leadership, Shuttle Leadership, IT Support Team. Meeting objectives include: Review guest satisfaction trends, Review operational KPIs, Review labor performance, Review upcoming groups and events, Review airline crew arrivals and departures, Discuss operational challenges, Assign action items and accountability, Communicate General Manager priorities and strategic direction, Ensure all departments are prepared for upcoming business demands.
Serve as a key member of the Executive Committee.
Participate in strategic planning discussions.
Support all revenue-generating initiatives.
Collaborate with Sales, Revenue Management, Food & Beverage, Engineering, Human Resources, and Finance.
Ensure operational readiness for group business, airline contracts, special events, and VIP arrivals.
Maintain a visible presence in the lobby and public areas.
Interact regularly with guests and clients.
Lead service recovery efforts for significant guest concerns.
Resolve escalated issues professionally and promptly.
Ensure departments consistently deliver memorable experiences.
Review guest feedback daily and implement corrective action plans.
Develop and manage departmental budgets.
Control labor costs while maintaining service standards.
Review schedules to ensure alignment with business levels.
Monitor overtime and productivity.
Identify opportunities to improve efficiency without sacrificing guest experience.
Support annual budgeting and forecasting processes.
Recruit, train, coach, and develop department leaders.
Conduct regular one-on-one meetings with direct reports.
Establish clear performance expectations.
Hold leaders accountable through measurable results.
Create succession plans for key positions.
Promote a culture of teamwork, accountability, recognition, and continuous improvement.
Champion all corporate programs and initiatives.
Ensure operational teams understand the purpose behind changes.
Communicate expectations clearly.
Train leaders and team members on new processes.
Measure adoption and effectiveness.
Provide feedback to corporate leadership regarding implementation success and opportunities.
Take ownership of operational challenges.
Be proactive rather than reactive.
Assist departments during critical business periods.
Support front desk operations during peak check-in periods.
Assist with room inspections during high occupancy.
Support group arrivals and airline operations.
Participate in emergency response situations.
Lead by example through visible engagement and hands-on support.