Director of Rooms

EOS Hospitality • Manchester, VT

6d • $85,000 - $115,000 • Onsite

About The Position

The Director of Rooms is a leader and member of our Resort Executive Team, responsible for ensuring exceptional guest experiences through the leadership of front office, housekeeping, and guest services. Key competencies include a strong focus on personalized anticipatory service, leadership through action, a strong financial acumen and the ability to remain calm while handling multiple situations.

Lead all aspects of the Resort’s guest accommodations to ensure a seamless and exceptional guest experience
Lead with a guest centric focus, able to decide critical priorities and bring to closure.
Serves as a visible interface with guests, monitoring service feedback and overall satisfaction, and leading a continuous cycle of improvement
Lead and manage front office operations, housekeeping, guest services and retail, leading these departments to maintain high standards of cleanliness, service, and operational efficiency
Leads with credibility: building and inspiring trust throughout all departments
Owns the guest relationship of VIP guests, ensuring personalized recognition and exceptional service
Leads in financial acumen of departments, to include managing departmental budgets and labor forecasts; payroll, operating expenses, and departmental costs.
Responsible for and accountable for key performance metrics including: ADR, RevPAR, Occupancy, Labor productivity, Guest satisfaction scores
Responsible for developing and implementing policies and procedures that align with the brand and customer service standards
Lead in the recruiting, training and motivation of associated departments measuring and adjusting training as appropriate
Collaborate with Sales and Marketing to develop strategies that enhance guest satisfaction
Partner with Revenue Management to maximize room revenue and profitability including proposing strategic initiatives
Mainstains composure and demonstrates calm, confident leadership during tense or emergency situations, serving as a reassuring presence and effectively guiding the team through challenging circumstances
Drive GSS scores to the highest level with proper vision, training and hands on leadership.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or related field strongly preferred
• A minimum of 5 years of progressive resort/hotel operations experience strongly preferred
• Exceptional multitasking and project management skills with an ability to meet tight deadlines and bring items to closure
• Proven track record in achieving financial targets, managing budgets, and implementing cost control measures without compromising on quality and service
• Effectively able to lead and inspire
• Strong financial and analytical acumen
• Possesses strong high-level stakeholder communication skills, engaging effectively with investors and executives
• Demonstrated clear verbal and written communication skills
• Able to apply working knowledge of systems such as Opera, Birchstreet, Hotel Effectiveness, and ProfitSword preferred.
• Ability to work flexible schedules including weekends and holidays.
• Able to walk or sit for long periods of time; able to flex, bend, stoop, reach on a frequent basis.

Nice To Haves

• Able to apply working knowledge of systems such as Opera, Birchstreet, Hotel Effectiveness, and ProfitSword preferred.

Responsibilities

• Lead all aspects of the Resort’s guest accommodations to ensure a seamless and exceptional guest experience
• Lead with a guest centric focus, able to decide critical priorities and bring to closure.
• Serves as a visible interface with guests, monitoring service feedback and overall satisfaction, and leading a continuous cycle of improvement
• Lead and manage front office operations, housekeeping, guest services and retail, leading these departments to maintain high standards of cleanliness, service, and operational efficiency
• Leads with credibility: building and inspiring trust throughout all departments
• Owns the guest relationship of VIP guests, ensuring personalized recognition and exceptional service
• Leads in financial acumen of departments, to include managing departmental budgets and labor forecasts; payroll, operating expenses, and departmental costs.
• Responsible for and accountable for key performance metrics including: ADR, RevPAR, Occupancy, Labor productivity, Guest satisfaction scores
• Responsible for developing and implementing policies and procedures that align with the brand and customer service standards
• Lead in the recruiting, training and motivation of associated departments measuring and adjusting training as appropriate
• Collaborate with Sales and Marketing to develop strategies that enhance guest satisfaction
• Partner with Revenue Management to maximize room revenue and profitability including proposing strategic initiatives
• Maintains composure and demonstrates calm, confident leadership during tense or emergency situations, serving as a reassuring presence and effectively guiding the team through challenging circumstances
• Drive GSS scores to the highest level with proper vision, training and hands on leadership.

Benefits

• Time off package including state VT Sick time for all employees, as well as a generous PTO plan plus 10 paid Holidays for full-time status employees
• EOS Family Matters Program of 3+ months fully paid parental leave for new parents
• Retirement savings option of 401k with employer match of up to 4% for all employees
• Complementary $25K in Life insurance and $1K/mo. in long-term disability coverage for full-time employees
• Optional additional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Company-funded Employee Assistance Program for life challenges and mental health resources
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Competitive wages with ongoing market analysis
• Annual performance evaluations with eligible compensation adjustments
• EOS Employee/Immediate Family Lodging Rates as low as $59 per night
• EOS Friends and Family Lodging Discounts
• EOS Dining Discount of 50% Off F&B at EOS Hospitality portfolio locations during travel
• Discounted lodging rates from New England Inn & Resort Association partners
• Pathways for growth and professional development including structured training and EOS Educational Reimbursement Program
• Internal referral bonus programs up to $500 per referral
• Incentive opportunities for both hourly and managerial roles
• Supportive, open workplace culture with flexible and understanding work-life equality

What This Job Offers

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