Rooms Division Manager

The Observatory Sun Valley, A Viceroy Resort•Ketchum, ID

1d•Onsite

About The Position

The Rooms Division Manager is responsible for overseeing all Rooms Division operations throughout the resort, including Front Office, Guest Services, Concierge, Bell, Door, Valet, Transportation, Housekeeping, Laundry, and related guest experience operations. Reporting directly to the Director of Operations, this role is responsible for ensuring exceptional guest experiences, operational efficiency, luxury-level service standards, departmental leadership, labor management, scheduling, forecasting, budgeting, and overall financial performance aligned with Viceroy hospitality expectations. As part of the opening leadership team, the Rooms Division Manager will play a critical role in establishing operational standards, service culture, training programs, departmental procedures, and guest experience strategies for the resort. This role will lead recruitment, onboarding, training, operational setup, and ongoing development of Rooms Division teams while supporting a successful luxury resort opening. The ideal candidate is a highly visible and hands-on operational leader with strong experience in luxury hospitality, guest experience management, labor and financial accountability, team development, and multi-department hotel operations.

Requirements

Minimum 5 years of progressive Rooms Division or hotel operations leadership experience in a hotel, resort, or luxury hospitality environment preferred.
Strong operational leadership experience overseeing Front Office, Housekeeping, Guest Services, and related hotel operations.
Proven experience managing labor costs, scheduling, payroll, forecasting, operational budgets, and departmental financial performance.
Strong guest service, leadership, coaching, communication, and interpersonal skills.
Strong knowledge of hotel operations, room inventory management, guest experience standards, housekeeping operations, and operational logistics.
Ability to multitask, prioritize responsibilities, and remain organized in a fast-paced luxury hospitality environment.
Ability to professionally handle guest concerns and operational challenges with sound judgment and composure.
Ability to communicate effectively and professionally, both verbally and in writing, with guests, employees, ownership groups, and leadership at all levels.
Ability to stand, walk, and actively support operational areas throughout the shift as necessary.
Ability to work a flexible schedule including mornings, evenings, weekends, holidays, and varying operational demands.
Must maintain a positive, professional, and service-oriented demeanor at all times.

Nice To Haves

Previous luxury hospitality, Forbes-level, or pre-opening resort experience preferred.
Experience developing SOPs, operational standards, training programs, and service culture initiatives preferred.
Experience with hotel property management systems, operational reporting, and Microsoft Office platforms preferred.

Responsibilities

Employees must at all times be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
Oversee all Rooms Division operations including Front Office, Guest Services, Concierge, Bell, Door, Valet, Transportation, Housekeeping, Laundry, and related guest service departments.
Ensure exceptional guest experiences throughout all stages of the guest journey while maintaining luxury-level service standards and operational consistency.
Maintain a strong operational presence throughout the resort to support guests, team members, and operational leadership teams.
Lead and develop departmental leaders including Front Office Managers, Housekeeping Managers, Supervisors, and Rooms Division support teams.
Recruit, onboard, train, coach, and develop Rooms Division team members and leadership teams in alignment with Viceroy luxury hospitality standards and service expectations.
Assist in developing and implementing departmental SOPs, operational procedures, training materials, Forbes-level service standards, and guest experience initiatives.
Participate in mock service exercises, operational walkthroughs, opening activations, and pre-opening leadership initiatives.
Directly oversee departmental scheduling, labor management, payroll, forecasting, productivity, and operational efficiencies to ensure labor performance and financial targets are consistently achieved.
Manage Rooms Division departmental budgets, financial reporting, labor strategies, payroll controls, inventory management, and expense accountability.
Analyze operational and financial performance metrics including labor costs, occupancy trends, productivity, payroll, guest satisfaction scores, and departmental forecasting to support business objectives.
Develop staffing strategies and operational plans that align service standards with occupancy levels, business demands, and financial performance goals.
Review occupancy forecasts, arrivals, departures, VIP guests, group movements, room inventory, and operational reports daily to ensure operational readiness and guest satisfaction.
Ensure all guestrooms, public areas, guest touchpoints, and operational spaces are maintained in accordance with Viceroy cleanliness, presentation, and service standards.
Oversee room inspections, quality assurance initiatives, service recovery efforts, and operational accountability processes.
Respond promptly and professionally to guest concerns, service recovery situations, and operational challenges while ensuring timely follow-up and resolution.
Coordinate closely with Engineering, Food & Beverage, Sales, Security, Revenue Management, and other resort departments to ensure seamless resort operations and guest experiences.
Monitor and maintain operational procedures related to key control, Lost & Found, transportation, package handling, guest requests, and operational communication logs.
Ensure compliance with all operational policies, safety procedures, labor regulations, sanitation standards, and resort operational requirements.
Participate in MOD coverage and support operational leadership responsibilities throughout the resort as needed.
Lead departmental meetings, lineups, trainings, and ongoing leadership development initiatives.
Utilize proper communication and teamwork to support operational efficiency throughout the resort.
Maintain regular attendance, punctuality, professional appearance, and grooming standards.
Ensure overall guest satisfaction through professionalism, responsiveness, operational leadership, and attention to detail.
Perform other duties as assigned by management.