Director of Rooms

Job description: Hotel Manager (Full-Service Hotel)Position Summary Our hotel was selected as 2025's Top Place to Work in Charlotte. We are looking for a dynamic Director of Rooms leader responsible for leading the daily operations of a full-service hotel, with direct oversight of Front Office, Housekeeping, Security, and Shuttle Operations. This leader is highly operational, systems-driven, and excels at building processes that create consistency, accountability, and service excellence. This role requires advanced expertise in Opera Cloud PMS , strong financial discipline, and the ability to implement structured operational systems that support high-volume transient, group, and airline business. The Hotel Manager partners closely with the General Manager and Executive Committee to drive revenue performance, protect profitability, elevate guest satisfaction, and ensure a safe, efficient, and seamless guest experience from arrival to departure. Core Leadership Responsibilities Operational Systems & Process Development Design, implement, and refine SOPs across Front Office, Housekeeping, Security, and Shuttle operations. Establish daily operational rhythms including stand-ups, MOD coverage, and interdepartmental communication protocols. Monitor key performance indicators and create corrective action plans when needed. Build scalable systems that improve efficiency, reduce errors, and protect the guest experience. Ensure strong cross-department communication to eliminate service gaps. Opera Cloud Expertise Advanced proficiency in Opera Cloud PMS. Manage inventory controls, overbooking strategy, and rate integrity. Audit routing instructions, group billing, crew manifests, and direct bill accounts. Maintain strict profile integrity standards. Leverage reporting tools to identify trends, prevent revenue leakage, and ensure financial accuracy. Oversee night audit compliance and end-of-day reconciliation processes. Front Office Leadership Oversee all arrival, departure, and guest service functions. Implement structured service standards and guest recovery systems. Ensure proper handling of airline crew manifests, group rooming lists, and VIP arrivals. Monitor upselling programs and front desk productivity. Maintain strong lobby presence and service flow management. Housekeeping Operations Implement productivity systems aligned with

MPOR/MPC

targets. Establish structured inspection programs and room readiness tracking. Align labor scheduling with forecast and occupancy trends. Maintain strict inventory controls for linens, supplies, and equipment. Ensure clear communication systems between Housekeeping and Engineering. Shuttle & Transportation Oversight Oversee all hotel transportation operations, including airport, airline crew, and group transfers. Develop structured pickup and drop-off schedules aligned with airline manifests and group itineraries. Ensure built-in buffer systems to account for traffic, weather, and operational delays. Implement daily vehicle safety inspections and compliance documentation. Monitor shuttle productivity, fuel usage, and driver scheduling alignment with forecasted demand. Train drivers on time-sensitive airline operations, professionalism, and guest interaction standards. Ensure clear communication between Front Office and Shuttle teams regarding arrivals, delays, and manifest changes. Establish accountability systems to ensure on-time performance and guest satisfaction. Maintain safety compliance with DOT standards and company policies. Security & Risk Management Implement and oversee safety and security protocols. Ensure proper documentation and investigation of incidents. Maintain key control, access management, and camera system oversight. Lead emergency response planning and crisis management procedures. Conduct regular safety audits and team training sessions. Financial & Labor Accountability Review daily labor reports and align staffing with occupancy and demand. Build labor management systems that protect service while controlling cost. Monitor departmental budgets and identify operational efficiencies. Partner with Finance to analyze P&L performance and forecasting. Leadership & Culture Develop department managers through coaching and structured accountability. Set measurable performance expectations and track progress. Foster a culture of ownership, urgency, and service excellence. Maintain strong operational floor presence and proactive guest engagement. Qualifications 5+ years of progressive leadership experience in a full-service hotel. Advanced, hands-on expertise in Opera Cloud PMS. Proven experience overseeing Front Office, Housekeeping, Security, and Shuttle operations. Strong financial acumen and labor management experience. Demonstrated ability to build systems and processes in complex, high-volume environments. Flexible availability including evenings, weekends, and holidays.

Job Type:

Full-time Benefits:

401(k) Dental insurance Employee discount Flexible spending account Health insurance Health savings account Paid time off Professional development assistance Relocation assistance Vision insurance

Work Location:

In person

Pay:

$85,000.00 - $100,000.00 per year

Benefits:

401(k) Dental insurance Employee discount Flexible schedule Flexible spending account Health insurance Health savings account Paid time off Referral program Vision insurance

Work Location:

In person