Director of Rooms

Director of Rooms – Job Description

The Director of Rooms provides inspirational leadership through a visible, hands-on approach across all areas of accommodations, guest services, and safety operations at The Umstead Hotel & Spa. This role exemplifies Ownership’s vision and the hotel’s core values, particularly a deep commitment to fairness, respect, and excellence for all associates.

As a key member of the Hotel Leadership Team, the Director of Rooms reports directly to the General Manager and plays a vital role in shaping the guest experience, associate culture, and operational success of the property.

Recognizing that The Umstead Hotel & Spa is a treasured gift to the community, the Director of Rooms consistently demonstrates the following principles:

• Foster a culture of respect and inclusion that resonates throughout the organization and the broader community, reinforcing the hotel’s reputation as an employer of choice.
• Deliver warm, intuitive, and creative service experiences that define the hotel’s genuine hospitality and create meaningful, lasting memories for guests.
• Strengthen the hotel’s brand image and community presence through thoughtful participation in industry and community organizations.

Operational Leadership:

• Provide strategic and operational leadership for Front Office, Housekeeping, Laundry, and Loss Prevention departments to ensure seamless service delivery and exceptional guest experiences.
• Maintain impeccable cleanliness and presentation of all guest rooms, public spaces, and back-of-house areas, consistently meeting luxury standards.
• Oversee third-shift cleaning contracts, ensuring quality standards, compliance, and timely service delivery.
• Monitor daily laundry production, quality control practices, and results; oversee valet services and uniform cleaning contracts.
• Ensure accurate linen inventories are conducted three times annually and that replacement orders are completed for Rooms, Food & Beverage, and Spa operations.
• Maintain daily involvement in Front Office operations, including front desk, concierge, bell services, lobby ambassadors, and valet parking.

Safety, Security & Risk Management:

• Collaborate closely with the Loss Prevention/Security team to ensure adherence to emergency procedures, investigations, and asset protection protocols.
• Build and maintain strong working relationships with local police, fire, and emergency medical agencies to ensure priority response when required.
• Ensure all operational areas are maintained in a clean, organized, and safe manner to protect guests, associates, and hotel assets.

Financial & Administrative Oversight:

• Exercise disciplined financial management, including labor control and divisional expense oversight.
• Lead or support renovation initiatives and capital improvement projects from planning through execution.
• Ensure full compliance with county health codes and consistently achieve high inspection scores.
• Champion and enforce hotel-wide GREEN initiatives and sustainability practices.

Talent Development & Culture

• Actively engage in associate training, coaching, and development to support retention and minimize turnover.
• Build and mentor a strong leadership team within the Rooms Division, emphasizing professional growth, accountability, and service excellence.

Leadership Competencies:

• Promotes open communication and collaboration across all departments, prioritizing the overall success of the hotel and spa.
• Leads with a guest-first mindset while balancing service excellence with financial performance.
• Demonstrates passion for creativity, innovation, and continuous improvement through a hands-on leadership style.
• Exhibits strong verbal, written, and administrative communication skills.
• Makes thoughtful, accurate, and strategic decisions in both routine and high-pressure situations.
• Maintains a calm, organized presence and coaches associates in conflict resolution through sound judgment and reasoning.

Key Skills for Success:

• Ability to work a flexible schedule, including AM and PM shifts, weekends, and peak operational periods.
• Visible leadership during the hotel’s highest activity times.
• Proven ability to build, lead, and retain a high-performing management team within the Rooms Division.

Qualifications:

• Bachelor’s degree from an accredited four-year college or university.
• Minimum of eight (8) years of hotel management experience in full-service or luxury hotel environments.
• Strong computer proficiency in standard business applications.
• Experience with Opera Property Management System preferred.