Director, Rooms

Starwood Hotels • USA HI 1 Hotel Hanalei Bay, HI

6d • $170,000 - $185,000 • Onsite

About The Position

The Director of Rooms is responsible for the strategic leadership and operational excellence of the Rooms Division, including Front Office, Housekeeping, Guest Services, Reservations, and related guest-facing departments. This role ensures seamless delivery of a luxury guest experience from arrival to departure, drives financial performance, oversees service excellence and brand standards, and develops high-performing teams aligned with the 1 Hotels vision and values.

The Director of Rooms is responsible for the strategic leadership and operational excellence of the Rooms Division, including Front Office, Housekeeping, Guest Services, Concierge, Reservations, and related guest-facing departments. This role ensures seamless delivery of a luxury guest experience from arrival to departure, drives financial performance, oversees service excellence and brand standards, and develops high-performing teams aligned with the 1 Hotels vision and values.

Requirements

• Minimum of 5 years of progressive leadership experience within a Rooms Division, including Department Head or Division Head roles
• University degree in Hotel Management, Hospitality, or a related discipline preferred
• Strong financial acumen with experience in budgeting, forecasting, and revenue optimization
• Proven ability to analyze data, identify trends, and implement strategic improvements
• Exceptional leadership, coaching, and team development capabilities
• Excellent interpersonal, communication, and guest engagement skills
• Results-oriented with the ability to adapt to changing priorities and perform under pressure
• Highly organized, strategic thinker with strong planning and execution skills
• Passion for luxury hospitality, service excellence, and sustainable operations
• Ability to lead with vision, creativity, accountability, and a positive, people-first mindset

Responsibilities

• Provide leadership and oversight of all Rooms Division departments, ensuring consistent delivery of exceptional luxury service from curb to pillow
• Act as an ambassador and spokesperson for the hotel, engaging with guests, VIPs, and partners while resolving concerns in a timely and professional manner
• Lead and embed service excellence initiatives, driving continuous improvement in guest satisfaction scores, online reputation, and quality assurance results
• Oversee guest recovery and problem-resolution processes, ensuring issues are addressed proactively during the guest stay
• Partner with reputation and guest experience leaders to analyze feedback trends and implement service and product enhancements
• Ensure accurate forecasting, budgeting, and financial performance for the Rooms Division, including productivity, cost control, and revenue optimization
• Develop and manage the annual Rooms budget, capital planning initiatives, and long-term strategic plans in collaboration with hotel leadership
• Actively participate in revenue management strategies to maximize Rooms revenue, RevPAR, upselling opportunities, and overall profitability
• Oversee rooms renovation projects, public space upgrades, and preventive maintenance programs in collaboration with Engineering and ownership
• Lead talent planning, recruitment, onboarding, training, and development across the Rooms Division, including succession planning
• Coach, mentor, and inspire leaders and team members to exceed guest expectations and support career growth
• Drive colleague engagement through action planning, recognition programs, communication meetings, and a positive, inclusive workplace culture
• Resolve colleague concerns professionally and in a timely manner while fostering trust and collaboration
• Build and maintain strong cross-functional relationships with all departments, corporate partners, and tourism stakeholders
• Establish, monitor, and report on key performance indicators for the Rooms Division, balancing the needs of guests, colleagues, owners, and the brand
• Lead compliance with quality audits, brand standards, internal audits, and luxury ratings, ensuring continuous improvement year over year
• Champion sustainability initiatives within the Rooms Division, supporting environmental programs and innovative green practices
• Promote health, safety, and wellbeing of guests and colleagues through crisis preparedness, emergency procedures, and risk management
• Serve as an active member of the hotel’s crisis management team and support crisis communication execution within the Rooms Division
• Stay informed of industry trends, best practices, and emerging service innovations to enhance the guest experience
• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials
• Ensure compliance with hotel policies, procedures, and standards with self and colleagues
• Ensure uniform and personal appearance are clean and professional
• Maintain confidentiality of proprietary information
• Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars
• Perform other reasonable duties as assigned by executive leadership

Benefits

• Recognized by Newsweek as a 2026 Most Loved Workplace, Starwood fosters a culture where creativity thrives, collaboration is second nature, and people are valued for who they are and what they bring.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree