Director of Room Operations

$105,000 - $120,000/Yr

Unclassified - Washington, DC

Full-time - Manager

Washington, DC

About the position

The Director of Room Operations is responsible for overseeing all aspects of Rooms Operations, which includes the Front Office, Guest Experience, and Housekeeping departments, ensuring that all operations align with hotel standards. This role involves directing, implementing, and maintaining service standards that guide staff in delivering exceptional guest experiences. The Director is tasked with developing and maintaining a strong acknowledgment of all guests visiting the hotel, ensuring that all departments are informed of guests' needs and preferences prior to their arrival, which contributes to a unique and memorable stay. In this position, the Director will ensure efficient guest arrivals and departures, monitor the rooms division and housekeeping department to ensure compliance with established procedures, and manage payroll and departmental expenses. The role also includes overseeing the onboarding process for new hires, ensuring that all training and departmental checklists are completed promptly. The Director will utilize strong interpersonal and communication skills to lead and influence team members, fostering an environment of mutual trust and respect. The Director will manage Front Office and Housekeeping leaders and employees, ensuring that day-to-day operations run smoothly. This includes understanding employee roles well enough to perform their duties in their absence, maintaining open and collaborative relationships within the team, and ensuring staff are knowledgeable about rates, packages, and promotions. The Director will also be responsible for enhancing guest satisfaction by providing exceptional service, responding to guest complaints, and empowering employees to deliver excellent customer service. Continuous improvement in service quality will be emphasized during departmental meetings, with a focus on guest satisfaction and operational excellence.

Responsibilities

• Manage all aspects of Rooms Operations including Front Office, Guest Experience, and Housekeeping departments.
• Ensure efficient guest arrivals and departures in accordance with hotel standards.
• Monitor payroll and departmental expenses to ensure financial efficiency.
• Complete Daily Line ups, role plays, and audits as required.
• Oversee the onboarding process for new hires and ensure timely completion of checklists.
• Compile and train staff on Departmental Standard Operating Procedures (SOPs).
• Utilize interpersonal skills to lead and influence team members effectively.
• Encourage mutual trust, respect, and cooperation among team members.
• Manage Front Office and Housekeeping leaders and employees on a day-to-day basis.
• Ensure staff is knowledgeable about rates, packages, and promotions available.
• Provide exceptional services that enhance guest satisfaction and retention.
• Respond to and handle guest problems and complaints promptly.
• Set a positive example for guest relations and empower employees to provide excellent customer service.
• Monitor the check-in/check-out process to ensure compliance with hotel standards.
• Anticipate sold-out situations and manage overbooked rooms effectively.
• Work closely with Housekeeping to ensure room readiness for check-in.
• Implement customer recognition programs to enhance guest experience.
• Supervise daily shift operations and ensure compliance with policies and procedures.
• Participate in employee progressive discipline procedures as necessary.

Requirements

• A minimum of a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is required.
• Bachelor's degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major is strongly preferred.
• Minimum 5 years' experience in Front Office and Guest Services.
• Minimum 2 years' experience as a Department Head.
• Strong computer skills including proficiency with Microsoft Office and the ability to quickly master new applications.
• Strong organizational skills with the ability to manage multiple priorities.
• Excellent written communication skills including proper grammar and professional writing.
• Excellent verbal communication skills with the ability to interact with employees at all levels and a wide range of business partners.
• Ability to effectively communicate in English.

Nice-to-haves

• Knowledge of Opera, Micros, and HotSOS is desirable.
• Proven experience in a unionized environment is preferred.

Benefits

• Competitive wages and benefits
• Employee discounts for leisure activities
• Opportunities for professional development and advancement
• Safe and enjoyable work environment