Rooms Division Manager

The Lodge at Woodloch has a philosophy of personal awakening, allowing guests to discover or reunite with stress-relieving outlets that benefit them long after they leave. The common denominator in each life-changing event at The Lodge at Woodloch is YOU. Each department requires different skills and knowledge that come together to make The Lodge at Woodloch an award-winning wellness retreat. Because of the amazing team, and the impact they have on guests, The Lodge at Woodloch has been honored with awards recognizing them within the Top 10 Wellness Resorts in the World time and time again! We are so lucky to be part of the Woodloch family of resorts. The "Woodloch Way" is a term we use to showcase our dedication to hospitality and to each and every one of our staff (family) members. We've created a place where we can work hard, be creative and have our voices heard.

GENERAL PURPOSE OF JOB

Responsible for supporting the Director of Rooms in the overall leadership, coordination, and daily operation of all Rooms Division departments, including Front Office, Housekeeping, and Bell/Valet. This role ensures exceptional guest service, operational efficiency, and adherence to brand standards through active leadership, team development, and hands-on operational support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

• Regular and timely attendance for scheduled shifts; includes varied shifts such as nights, weekends, and holidays.
• Assists the Director of Rooms in overseeing daily operations of the Front Office, Housekeeping, and Bell/Valet departments to ensure seamless guest experiences.
• Provides hands-on operational support across all Rooms Division departments, routinely stepping into operations as needed to maintain service standards.
• Ensures all guests receive exceptional service in alignment with Woodloch Hospitality standards; resolves guest concerns promptly, courteously, and effectively.
• Acts as a liaison between Front Office, Housekeeping, Bell/Valet, Maintenance, Spa, and Food & Beverage to ensure clear communication and operational alignment.
• Monitors room inventory, housekeeping status, and guest requests to ensure efficient room readiness and turnover.
• Maintains an in-depth knowledge of resort offerings, accommodations, packages, amenities, and services to enhance guest interactions and drive revenue opportunities.
• Supports and enforces all company policies, procedures, standards, and training programs; ensures compliance with all federal, state, and local regulations related to health, safety, and labor.
• Supervises and supports departmental leaders and team members; fosters a positive, accountable, and service-driven work environment.
• Assists in recruiting, onboarding, training, and retaining top talent across Rooms Division departments.
• Develops, implements, and supports ongoing training programs to enhance team performance, service delivery, and operational consistency.
• Conducts performance evaluations, monitors productivity, and provides coaching and development opportunities for team members.
• Ensures cleanliness, organization, and presentation standards are consistently upheld throughout all guest rooms and public areas.
• Reviews daily reports, occupancy forecasts, and staffing levels to ensure proper scheduling and coverage across all departments.
• Assists in managing departmental expenses, labor costs, and operational efficiencies in alignment with budget goals.
• Oversees and supports guest arrival and departure experiences, ensuring a seamless and personalized stay.
• Maintains a strong "sales mentality" by promoting resort offerings, amenities, and experiences in all guest interactions.
• Responds to guest inquiries via phone, email, and in person; ensures all requests are handled or delegated appropriately.
• Reports maintenance and operational issues promptly and follows through to resolution.
• Participates in Manager on Duty shifts and responds to operational needs as required.
• Completes additional duties as delegated by the Director of Rooms to achieve objectives in guest satisfaction, employee engagement, and operational excellence.

ESSENTIAL QUALITIES

• Strong leadership skills with the ability to motivate, coach, & develop a diverse team
• Demonstrated commitment to luxury service standards and guest satisfaction
• Excellent interpersonal, communication, and problem-solving skills
• Highly organized with the ability to manage multiple priorities
• Proactive mindset with strong attention to detail and operational excellence
• Ability to remain calm and professional in high-pressure situations

SCHEDULE REQUIREMENTS

Must be able to work a flexible schedule including days, evenings, weekends, and holidays. This role may require extended hours based on operational needs.

QUALIFICATIONS

• Bachelor's degree in Hospitality Management or related field preferred
• Minimum of 3-5 years of progressive experience in hotel or resort operations, with multi-department exposure preferred
• Strong knowledge of Front Office, Housekeeping, and guest service operations
• Experience with property management systems (Agilysys preferred but not required)
• Ability to read, analyze, and interpret operational reports and financial data
• Ability to effectively present information and respond to questions from guests and team members

CULTURE:

Woodloch takes pride in having exceptional staff with a great work culture in a beautiful setting (lake side!) We promote teamwork and cooperation We celebrate our staff with appreciation/holiday parties Career development and advancement

BENEFITS

Medical, Dental, and Vision for Full Time, Part Time and Seasonal employees Company-paid Life insurance for Full-Time employees Short Term Disabilities plans, Life and Pet insurance 401k with employer match 529 College Savings Plan Generous Paid Time Off package, Paid Sick & Paid FMLA Flexible & Dependent Care Saving Account (FSA) Complimentary birthday dollars Employee Crisis Fund/ Benevolent Fund Complimentary Day Passes Free use of many facilities, sports complex discounts, golf discounts, wellness programs Dozens of local employee retail discounts

• Full benefit details will be disclosed during new employee orientation

•