Director of Operations – Rooms Division


Director of Operations – Rooms Division provides guidance and leadership to the rooms division, ensuring consistent compliance with hotel policies and quality guest service while maximizing departmental profits. Ensures all safety procedures are adhered to, and appropriate policies and procedures are followed. Ensure prompt and courteous service to guests, and to ensure that all guest experiences are distinctively supreme.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance company standards of product and performance, service recovery and problem resolution.

Maintain overall physical condition of the Hotel cleanliness, repairs and maintenance.

Select, interview, train, supervise, schedule, develop, and discipline, housekeeping and maintenance employees.

Conduct performance appraisals, and counsel staff according on policies and procedure.

Coordinate with GM in the repair and maintenance program as it relates to guest rooms and public areas.

Observe and expedite all Health, Safety and Fire Regulations

Assign and instruct rooms division department managers in details of work.

Monitor hotel occupancy and make staffing adjustments accordingly.

Supervise and review cost and inventory controls

Review security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed

Prepare forecast expenses and actual results for the rooms division revenue and expenses.

Monitor payroll hours and reports and complete reports (i.e., forecasts, annual budgets, plans and action, etc.)

Demonstrate positive leadership characteristics that inspire staff to meet and exceed standards, and promote team member empowerment.

Attends, as well as schedules and conducts departmental meetings.

Perform in the capacity of any position supervised to include cross training.

Reports all unsafe conditions immediately and keep work area neat and organized.

Any other tasks assigned by General Manager

Must maintain a good working relationship with other departments, team members and guests.

Supervisory Responsibilities

Supervise housekeeping and engineering staff with direct supervision of housekeeping managers and assistant housekeeping managers.


To perform the job successfully, an individual should demonstrate the following competencies:

Planning/Organizing – Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Analytical – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Cooperation – Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.

Written Communication – Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

Team Leadership – Fosters team cooperation; defines team roles and responsibilities; supports group problem solving; ensures progress toward goals; acknowledges team accomplishments.

Delegation – Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.

Leadership – Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.

Managing People – Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates’ activities; makes self-available to staff; provides regular performance feedback; develops subordinates’ skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.

Quality Management – Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Conflict Resolution – Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.

Cost Consciousness – Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organization’s goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.

Strategic Thinking – Develops strategies to achieve organizational goals; understands organization’s strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Previous experience in a Housekeeping, Operations, Rooms Division supervision / management role, with a successful track record of managing a team.

Strong organizational and analytical skills, and an attention to details

Language Skills

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Database software. Computer literacy, Microsoft Office.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally required to stand; walk and sit. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.