Director of Rooms Operations - Inn on Biltmore Estate

Job Description

The Director of Rooms, a Leadership Team member, will oversee all day-to-day operations; Front Office, Guest Services, Chateau Tier, Concierges, Housekeeping, Cottages, Laundry, The Spa, and Manager on Duty program. The role requires a detail-oriented leader with a deep understanding of luxury hotels and ability to direct multiple departments while enhancing guest satisfaction. The incumbent will ensure the delivery of exceptional guest services that align with Forbes 4-star & AAA 4-diamond standards, embodying The Inn's mission of world-class hospitality. Providing operational leadership while fostering team development through performance management, recruitment, coaching & mentoring, skip-level meetings, and driving team engagement, and motivation. Responsibilities also include analyzing industry trends and overseeing project management initiatives, including renovations and upgrades.

The Director will have full P&L responsibility of the Rooms Division; prepare and manage budgeting, forecasting, expenses, cost controls, and capital planning/spending. Review financial performance, transactions, and monitor expenses to ensure within budget expectations. Analyze operational data to identify improvements. Collaborate with other departments (Lodging & Estate teams), to maintain consistent high standards of services by anticipating and addressing guest concerns promptly. Proactively identify and resolve service quality concerns through regular inspections of services and products. Conduct frequent property audits to ensure compliance with safety and sanitation regulations, while consistently upholding operational excellence, cleanliness, and luxury standards. This role reports to the Sr. Director of Resort Operations.

Essential Job Duties

• Leads and oversees strategic direction and operations of all room related venues; ensuring service levels and product quality are maintained at Biltmore, Forbes and AAA standards.
• Develops strategic plan and budget for Inn Rooms areas in conjunction with Sr. Director of Resort Operations and Lodging Leadership Team (LT).
• Reviews daily /weekly and monthly reports on guest, employee and ownership satisfaction: DOR, CSM , P&L, Labor reports, forecast reports, Forbes quality assessments, employee turnover, employee engagement survey results, etc.
• Involved in interview, selection, training, supervision, coaching/counseling, development of all rooms staff including: Front Office, Guest Services, Chateau Tier, Concierges, Housekeeping, Cottages, Laundry, The Spa, Night Manager, and Manager on Duty program to ensure the efficient operation of those departments. Ensure daily stand ups, weekly and monthly departmental meetings occur, communicating pertinent information to the staff. Schedule and direct staff assignments personally or through subordinate supervision.
• Develop systems and procedures to deliver desired price/value perception and meet guest satisfaction objectives. Monitor purchasing and use of equipment to maintain efficient cost controls. Develop safety and sanitation procedures to ensure a high level safety at all times for guests and staff. Ensure purchasing and receiving procedures are in place and enforced to protect Company property and maximize profitability.
• Liaise with the Revenue Team to ensure Loyalty Guest program to ensure maximization and opportunities of return guests.
• Interact with guests on a regular basis. Maintain rapport within department (ensuring a positive work environment), and with reciprocal Estate departments. Attempt to resolve problems or complaints to the satisfaction of all involved. Develop and foster training and with all personnel. Move throughout facility to visually monitor and take action to ensure product quality, service and safety standards are met.
• Maintain profitability of all areas to support overall department operation. Control payroll and equipment costs while minimizing loss and misuse. Evaluate cost effectiveness of all aspects of operation. Develop long range plans and implement cost saving and profit enhancing measures.
• Responsible for the performance of The Spa and holding vendor accountable for results.
  
  

Additional Responsibilities

• Ensure care/maintenance of equipment by scheduling repairs and training staff on proper use.
• Assist in the coordination and evaluation of work performed by other departmental staff or outside contractors [Room PM program, Pest Elimination, Carpet Cleaning, Linen Service, Dry Cleaners, etc.], communicating needs and ensuring services performed to agreed upon standard.
• Ensure inventory is maintained at peak effectiveness and inventories are taken accurately. Work with purchasing to ensure the seamless flow of supply chain.
• Ensure standardized systems and procedures are developed to ensure consistency, timeliness, cleanliness and guest satisfaction.
• Represents department at internal and external meetings, events, and functions as assigned/required.
• General support for Lodging leadership team and the company.
  
  

Qualifications

• College degree or equivalent experience in a related field. Additional training and/or certification(s) a plus.
• At least eight to ten (8-10) years of progressive leadership experience in an 4/5-star rated hotel/resort setting, with exposure to both FOH & BOH rooms operations including laundry processes for productivity and efficiencies. Equivalent combination of education/experience considered. Preferred candidate will have prior experience serving on a leadership team and thorough knowledge of Forbes 4/5-star standards. Prior Director level experience preferred.
• Demonstrated commitment to delivery of world class internal/external guest service; possesses a high degree of emotional intelligence; proven leadership skills; ability to build/develop/motivate teams; build positive working relationships across organization.
• Outstanding interpersonal, communication, and guest service recovery skills; conveys information clearly/concisely; strong public speaking and presentation skills.
• Excellent organizational, planning, project and time management skills; capable of developing and executing plans; can analyze business data and make recommendations.
• Proactive; creatively problem solves, exercises good judgment; anticipates, troubleshoots; prioritizes work and adapts; keen attention to detail with focus on quality and service.
• Proficiency in Word, Excel, PowerPoint; quickly learns Biltmore's history, product/services, systems, protocols.
• Represents Biltmore professionally with a wide variety of constituencies; high ethical standards; reflects company core values; maintains confidentiality.
• Certified Rooms Division Executive (CRDE) preferred or capable of obtaining in one year.
  
  

Physical Requirements

• The incumbent may work in an office/hotel environment.
• The incumbent will be required to lift up to 35 pounds occasionally.
• Some local travel required.