Director of Room Operations

Department: Room Operations

Reports to: General Manager

Status: Exempt

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Job Summary:

Director of Rooms Operations will be responsible for direct supervision of the Housekeeping, Front Office and Concierge departments to include front / back of house, public areas and linen/laundry in accordance to the Autograph Collection standards under the franchise of Mainsail Lodging & Development. Director of Rooms Operations will also oversee Valet to ensure efficient and smooth operations of the front drive.

Essential Functions

  • Maintain compliance with Mainsail Lodging & Development company core values.
  • Maintain regular attendance in compliance with Mainsail Lodging & Development’s policy, as required by scheduling which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming which includes wearing proper professional attire and nametag.
  • Comply at all times with Mainsail Lodging & Development’s standards and regulations to encourage safe and efficient hotel operations.
  • Maintain a key control system for the housekeeping department.
  • Operate work cell phone and radios efficiently and professionally with hotel staff.
  • Prepare team member schedules according to the business forecast, payroll budget guidelines and productivity requirements. Submit completed schedules to the General Manager when required.
  • Handle overall supervision of daily inspections for arriving V.I.P.’s.
  • Ensure lobby, guest hallways, back of house and housekeeping areas are cleaned and well organized.
  • Maintain standards regarding purchase orders, vouchering of invoices and checkbook accounting according to Mainsail Lodging & Development standards.
  • Maintain required pars of all housekeeping supplies by ordering all needed supplies and amenities on a monthly/ quarterly basis.
  • Conduct monthly inventories (Housekeeping, Front Office Gift Shop) on a timely basis.
  • Ensure guest privacy and security by correctly following hotel procedures.
  • Participate in required M.O.D. (Manager on Duty) coverage as scheduled.
  • Motivate, coach, counsel and discipline all Rooms Personnel according to Mainsail Lodging & Development procedures.
  • Monitor work orders and submit to Maintenance Department according to procedures.
  • Respond to all guest requests, situations, complaints and accident presented to housekeeping /Front Desk in an attentive, courteous and efficient manner.
  • Maintain a professional working relationship and promote open lines of communication with other managers, team members and all other departments.
  • Respond to emergency situations using information contained in Material Safety Data Sheets. Keep MSDS sheets current and easily available.
  • Maintain and monitor “Lost and Found” procedures and policies according to standards.
  • Respond to all guest requests, problems, complaints and / or accidents presented at the Front Desk or Housekeeping in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report and maintain close observation of daily house count.
  • Ensure all end of month reports are met, I.e.; Central Reservations, Market Segment, AAdvantage, Travel Agent check registers, etc.
  • Review Guest Services and Housekeeping staff’s worked hours for payroll compilation and submit to accounting on a timely basis.
  • Prepare team member schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Ensure that Ten Day Forecast is completed on a timely basis.
  • Work closely with account on follow up items, I.e.: returned checks, rejected credit cards, team member discrepancies, etc.
  • Operate all aspects of the guest services computer system, including software maintenance, report generation and analysis and simple programming.
  • Monitor proper operation of the PBX console.
  • Greet and welcome all guests approaching the Front Desk in accordance with Brand Standards.
  • Ensure the proper use of radio etiquette within the departments.
  • Ensure logging and delivery of all messages, packages and mail in a timely and professional manner.
  • Be aware of all rate, packages and promotions currently underway.
  • Process and handle guest laundry (property specific).



Hotel Performance

  • Ensure successful performance by increasing revenues, controlling expenses and providing a return on investment for the owner and investors.

Qualification Standards

Education & Experience

  • 4-year Bachelor’s degree preferred
  • Previous hospitality experience preferred
  • Excellent customer service skills
  • Excellent communication skills, both verbal and written
  • Ability to effectively present information to individuals or groups
  • Proficient with Microsoft Office programs a must, Marriott systems a plus

Physical Demands

  • Ability to sit or stand for extended periods of time
  • Ability to communicate clearly
  • Corrected vision to normal range
  • Ability to drive/transport self and others
  • Ability to travel on occasion for meetings
  • Long hours sometimes required

Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction and provide direction to others
  • Manage differing personalities within the office, the hotel and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying and solving problems as necessary

Career Information

Date Posted:
November 15, 2021

Career Category: