Description

• Oversee daily operations of Front Office, Housekeeping, Valet/Bell, and Guest Services.
• Ensure all departments deliver seamless, anticipatory, and brand-consistent guest service.
• Maintain high standards of cleanliness, room readiness, and public area presentation.
• Partner with Engineering, F&B, and Sales to support group arrivals, VIPs, and special events.
• Lead property-wide initiatives related to guest satisfaction, service recovery, and operational excellence.
• Ensure effective communication between shifts and departments through daily stand-ups, logs, and reporting.

• Develop and manage Rooms Division budgets, forecasts, and labor plans.
• Monitor and control expenses, productivity, and inventory (linen, amenities, supplies).
• Drive revenue opportunities through upselling, room optimization, and ancillary services.
• Analyze guest satisfaction metrics, STR performance, and operational KPIs to identify improvement opportunities.

• Lead, mentor, and develop department managers and supervisors across all Rooms Division areas.
• Oversee recruitment, onboarding, training, and performance management.
• Foster a culture of accountability, teamwork, and continuous improvement.
• Ensure compliance with company policies, labor regulations, and safety standards.

• Serve as the executive contact for VIP guests, escalated service issues, and high-impact situations.
• Ensure consistent execution of brand standards, cleanliness protocols, and service expectations.
• Conduct regular property walks to evaluate guest areas, back-of-house spaces, and operational readiness.
• Lead service recovery efforts and ensure timely follow-up on guest feedback.

• Oversee use of PMS, Opera, POS, labor management, and housekeeping systems to ensure accuracy and efficiency.
• Ensure compliance with OSHA, safety, security, and loss-prevention standards.
• Maintain accurate room inventory, key control, and audit compliance.

• Minimum 3-5 years of leadership experience in Rooms Division at a full-service upscale or luxury hotel.
• Proven success overseeing Front Office, Housekeeping, and Valet/Bell operations.
• Strong financial acumen with experience managing multi-department budgets and labor.
• Expertise with PMS, POS, Opera and labor management systems; experience with Envision, EAS, or Dimensions a plus.
• Demonstrated ability to lead large, diverse teams in a fast-paced environment.
• Strong communication, conflict-resolution, and guest-service skills.
• Experience working in a union property preferred.
• Flexible availability including weekends, holidays, and peak business periods.
• Bachelor's degree in Hospitality Management or related field preferred.

• Full-time, exempt role
• Competitive salary based on experience ($80-$95K)
• Eligible for benefits, and hotel perks per company policy