Rooms Division Director

EOS Hospitality•Marathon, FL

1d•Onsite

About The Position

Hawks Cay Resort blends tropical luxury with the adventurous spirit of the Florida Keys, creating an unparalleled island escape on the secluded 60-acre island of Duck Key. This 177-room resort and 200 villas, featuring Caribbean-inspired rooms and private villas, offers five sparkling pools, a full-service marina, and unique experiences like dolphin encounters and world-class dining at Salt + Ash by Michelin-starred chef Jeremy Ford. With exceptional service and endless aquatic adventures, Hawks Cay delivers a vibrant yet relaxing retreat in the heart of the Keys.

Requirements

Minimum of 5–7 years of experience in hotel operations, with at least 3 years in a supervisory or managerial role overseeing front office, reservations, villas, or related areas.
Proven leadership skills with experience managing diverse teams in a high-paced, luxury hospitality environment.
Strong knowledge of reservation systems (PMS), front office operations, revenue management, and security protocols.
Exceptional communication, problem-solving, and interpersonal skills.
Ability to work flexible hours, including weekends and holidays.

Nice To Haves

Bachelor’s degree in hospitality management, business administration, or a related field (preferred).
Familiarity with the Florida Keys market and luxury traveler expectations is a plus.

Responsibilities

Manage and supervise operations of the front desk, bell services, Villas, reservations teams and Housekeeping ensuring high-quality guest service as per Hawks Cay's standards.
Oversee check-in/check-out processes, ensuring efficient guest interactions and accurate billing.
Coordinate bell services for luggage handling and guest assistance, maintaining a welcoming and professional demeanor.
Ensure security protocols are enforced to maintain a safe environment for guests and staff across the oceanfront property.
Supervise reservations to optimize occupancy, manage booking systems, and handle special requests, aligning with the resort’s revenue goals.
Uphold Hawks Cay’s commitment to anticipatory and personalized service, addressing guest needs proactively with a focus on luxury and hospitality.
Handle escalated guest concerns, ensuring prompt resolution to maintain high satisfaction scores.
Collaborate with other departments (e.g., housekeeping, spa, dining, marina) to deliver a cohesive guest experience across the resort’s amenities, including multiple pools and dining venues.
Recruit, train, and mentor department managers and staff, fostering a diverse and culturally inclusive workplace.
Develop schedules to ensure adequate staffing while balancing operational needs with employee work-life balance.
Implement training programs to enhance skills in customer service, safety, and reservation systems.
Monitor and manage departmental budgets, ensuring cost-effective operations while maintaining luxury standards.
Oversee maintenance of front office systems, including booking software and security protocols.
Ensure compliance with resort policies, including non-smoking rules, accessibility accommodations, and pet policies.
Track key performance indicators (KPIs) such as guest satisfaction scores, occupancy rates, and departmental revenue contributions.
Analyze feedback from platforms like Tripadvisor and internal surveys to identify areas for improvement.