The Director of Rooms Operations provides strategic and operational leadership for all rooms-related functions, ensuring exceptional owner and guest experiences while maximizing operational efficiency, quality, and financial performance. This position is responsible for the integrated leadership of Guest Services, Front Desk, Resort Services, Transportation, Security (where applicable), and Resort Cleaning Services through direct oversight of the Senior Manager of Guest Services and the Assistant Director of Cleaning Services. The role serves as the operational leader for arrival, stay, and departure experience, oversees the MasterCorp housekeeping partnership, and collaborates closely with Engineering, Food & Beverage, Recreation, Sales, HOA, Corporate Support teams, and other departments to deliver brand standards and continuous improvement.
ESSENTIAL DUTIES AND TASKS:
Operational Leadership:
Lead all rooms operations; establish service standards; oversee front office, housekeeping partnership, resort services, transportation, security (where applicable), laundry, public areas, and owner/guest experience initiatives. Ensure seamless collaboration with MasterCorp and cross-functional departments.
Guest Experience & Quality:
Drive Medallia, IHG, and operational performance metrics including Overall Experience, Check-in Efficiency, Villa Cleanliness, Problem Resolution, and Everything in Working Order. Lead recovery efforts, inspections, VIP arrivals, service training, and continuous improvement.
Financial & Contract Management:
Develop budgets, forecasts, labor strategies, productivity standards, and capital recommendations. Manage MasterCorp contract performance, service-level agreements, invoice validation, expense control, and productivity reporting while achieving departmental financial objectives.
Talent Leadership:
Provide coaching, succession planning, performance management, engagement initiatives, and leadership development for direct reports and their organizations. Foster a culture of accountability, safety, inclusion, and service.
Strategic Partnerships:
Partner with Corporate Operations, Human Resources, Asset Management, IT, Engineering, Safety, Sales, Marketing, HOA leadership, and third-party vendors to execute operational initiatives, renovations, technology implementations, and process improvements.
SUPERVISORY RESPONSIBILITIES
Directly supervises the Assistant Director of Cleaning Services and the Senior Manager of Guest Services. Indirectly leads managers, supervisors, front-line associates, and third-party contractor teams responsible for housekeeping, public areas, laundry, front desk, resort services, transportation, and related rooms operations. Responsible for organizational planning, staffing, coaching, performance management, succession planning, and operational accountability.
EDUCATION AND EXPERIENCE
- Bachelor’s degree in hospitality, Business, or related field preferred.
- Minimum 8 years of progressive hospitality leadership experience.
- Minimum 5 years leading multiple operational departments.
- Experience managing third-party housekeeping contracts and large-scale resort operations preferred.
- Strong financial acumen including budgeting, forecasting, labor management, productivity, and capital planning.
QUALIFICATIONS
- Demonstrated executive leadership, communication, and relationship-building skills.
- Ability to lead large, multi-level organizations in a high-volume resort environment.
- Strong analytical skills with experience using guest satisfaction and operational metrics.
- Demonstrated success leading change management and cross-functional initiatives.
- Proficiency with Microsoft Office and hospitality management systems.
- Valid driver's license meeting company standards.