Director of Rooms

DIRECTOR OF ROOMS

Luxury Caribbean Resort | Confidential Search

ROLE OVERVIEW

The Director of Rooms is a key member of the Resort Leadership team, responsible for the strategic direction and day-to-day oversight of the Rooms Division. This leader drives operational excellence across Front Desk, Concierge, Communications, Housekeeping, Guest Relations, and Guest Services, ensuring consistently elevated guest experiences and a high-performing team culture.

CORE RESPONSIBILITIES

• Lead and directly supervise Department Heads across all Rooms Division functions

• Set and uphold luxury service and operational standards throughout the division

• Drive guest satisfaction, resolve escalated complaints with professionalism and urgency

• Partner with Sales, Revenue, and Reservations to optimize occupancy, rate, and total revenue

• Manage division financials: labor, budgets, forecasting, and annual budget preparation

• Oversee scheduling, performance evaluations, and disciplinary processes

• Develop and implement employee training, development, and career growth programs

• Conduct routine inspections of all Rooms Division areas to maintain standards

• Build meaningful relationships with return guests and group contacts

EXPERIENCE & QUALIFICATIONS

• 5–7 years of progressive Operations Management experience in luxury hospitality

• Demonstrated success leading multi-department Rooms Division teams

• College degree in Hotel/Restaurant Management, Business Administration, or equivalent

• Proven track record managing department budgets, forecasting, and cost controls

• Experience collaborating with Revenue, Sales, and Reservations to drive financial results

• Strong background in luxury guest relations, complaint resolution, and service recovery

LEADERSHIP PROFILE

• Exceptional interpersonal and communication skills, able to connect across all levels

• Strategic thinker with strong business acumen and operational instincts

• Adaptable and solutions-oriented in a fast-paced, high-expectations environment

• Passionate about service excellence and talent development

• Availability for occasional travel for training, conferences, and special events