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About the Role
The Director of Rooms provides strategic and operational leadership across the Rooms Division, with direct oversight of Front Office and Housekeeping. This highly visible leader is responsible for creating a seamless guest journey, developing strong department leaders, maintaining exceptional service standards, and ensuring the Rooms Division operates efficiently and profitably.
Responsibilities
- Lead and oversee Front Office and Housekeeping operations.
- Coach, mentor, and develop Department Heads and emerging leaders while establishing clear expectations and accountability.
- Maintain a visible presence throughout the hotel and ensure consistent communication across the Rooms Division.
- Partner with the Managing Director and Leadership Team on hotel strategy, operational priorities, and overall property performance.
- Champion the guest journey from arrival through departure and ensure luxury service standards are consistently delivered.
- Monitor guest feedback, quality assurance scores, online reputation, and other guest experience metrics.
- Oversee service recovery, VIP and loyalty guest experiences, and complex guest concerns.
- Review Coyle and other quality assurance results and establish action plans to address opportunities and celebrate successes.
- Ensure Front Office and Housekeeping operate efficiently and collaboratively.
- Conduct regular inspections of guest rooms, public spaces, and operational areas to maintain established standards.
- Ensure room readiness, cleanliness, presentation, and service standards are consistently maintained.
- Maintain current departmental policies, procedures, operating standards, and training programs.
- Identify opportunities to improve processes, efficiency, and the overall guest experience.
- Monitor Rooms Division labor, expenses, productivity, and overall financial performance.
- Partner with Finance and the Managing Director on budgeting, forecasting, and business planning.
- Manage departmental labor and scheduling to balance service excellence with financial objectives.
- Identify opportunities to improve efficiency and maximize departmental performance.
- Foster a culture of accountability, collaboration, recognition, and exceptional service.
- Partner with People & Culture on recruitment, onboarding, engagement, retention, training, and performance management.
- Develop future leaders through coaching, feedback, and meaningful development opportunities.
- Lead by example and create an environment where Team Members feel supported and empowered to succeed.
Requirements
- 5 to 7+ years of progressive Rooms or hotel operations leadership experience, preferably within luxury or upper upscale hospitality.
- Previous Director of Rooms, Assistant Director of Rooms, or comparable leadership experience preferred.
- Proven experience leading Department Heads and managing through other leaders.
- Strong understanding of Front Office, Housekeeping, guest experience, and hotel financials.
- Strong leadership, communication, organizational, and problem solving skills.
- Ability to balance operational demands, financial objectives, and exceptional guest service.
Skills
- Leadership
- Communication
- Organization
- Problem solving
- Front Office operations
- Housekeeping operations
- Guest experience management
- Financial management
- Team development
- Service recovery
- Budgeting
- Forecasting
- Business planning
Location
- San Francisco
Work Type
- Full-time
Experience Level
- Director level
- 5-7+ years
Education Level
- Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
Salary/Compensations
- $105,000 to $120,000 annually
- 35% annual bonus potential
Benefits
- $150 per month phone reimbursement
- $104 monthly prepaid commuter card
- Complimentary Dry Cleaning
About the Company
- The Marker Union Square is a distinctive lifestyle boutique hotel in the heart of San Francisco.