Director of Rooms

Overview

The Director of Rooms functions as the strategic business leader responsible for managing and elevating the quality of the Rooms department within the property. This role involves planning, developing, and executing strategies that align with brand standards and initiatives while ensuring exceptional guest satisfaction, employee engagement, revenue growth, and financial performance.

Key Responsibilities

• Provide leadership and direction to the Rooms team, reinforcing the brand's service vision and ensuring departmental objectives are clearly communicated and achieved.
• Oversee the management of room rates, promotions, and special packages to drive occupancy and revenue targets.
• Evaluate service issues by analyzing trends and working with the team to align operations with the brand's strategic goals.
• Review and audit departmental expenses and financial reports to manage profitability and budget adherence.
• Coach and support operations staff in managing occupancy, pricing, wages, and controllable costs effectively.
• Deliver and promote excellent customer service throughout the guest journey, handle guest concerns promptly, and continuously integrate guest feedback into service improvements.
• Maintain regular presence and interaction with guests to gauge satisfaction and service quality.
• Manage human resources activities including recruiting, hiring, employee engagement, performance reviews, and enforcing fair and consistent application of company policies.
• Champion change management, ensure implementation of brand and regional initiatives, and promote an environment of continuous improvement and innovation within the Rooms department.
• Support employee development by recognizing talents and assisting with growth plans aligned with business needs.

Candidate Profile and Qualifications

• Possess either a 2-year degree in Business Administration, Hotel and Restaurant Management or a related field with at least 4 years of relevant industry experience in guest services, front desk, housekeeping, sales, marketing, or management operations.
• Alternatively, hold a 4-year bachelor’s degree in the aforementioned fields with a minimum of 2 years’ experience in similar professional areas.

Cultural Commitment

The Ritz-Carlton is dedicated to fostering an inclusive workplace that values diverse backgrounds and experiences. The organization enforces an equal opportunity employment policy without discrimination based on disability, veteran status or other protected classes.

About The Ritz-Carlton Brand

Operating over 100 esteemed properties worldwide, The Ritz-Carlton embodies luxury hospitality by providing exceptional service, anchored in their “Gold Standards.” This role contributes to maintaining the brand’s reputation for excellence through thoughtful, gracious service and empowering team members to innovate and excel.