Job Summary: The Director of Rooms is responsible for the day-to-day and long-term management of hotel guest reception, reservations, and housekeeping services, ensuring exceptional guest satisfaction. This role works closely with the General Manager to maintain operational efficiency, exceeding expectations in service delivery, while managing hotel staff and supporting the housekeeping department in the absence of the Housekeeping Manager. 

Essential Functions and Duties: 

• Ensure guests are greeted warmly, checked in efficiently, and allocated rooms promptly, providing an exceptional first impression that aligns with company standards. 

• Be readily available to handle guest complaints or issues, resolving them swiftly and professionally to ensure guest satisfaction and loyalty. 

• Oversee the cleanliness and maintenance of guest rooms and public areas, ensuring they meet company standards for quality and appearance. 

• Maximize room occupancy while adhering to established overbooking policies, working closely with the reservations team to ensure availability is optimized.

• Ensure effective communication and cooperation between front office, housekeeping, and other departments to maintain seamless operations and enhance guest experience. 

• Ensure all charges are correctly posted to guest accounts and that credit control procedures are strictly followed, with no bills exceeding limits without prior approval. 

• Oversee the daily balancing of hotel accounts, ensuring accuracy in financial reporting and compliance with internal controls. 

• Conduct regular performance appraisals, provide ongoing staff training, and ensure that staffing levels are appropriate to maintain quality service. 

• Ensure maximum security for guests and their belongings, particularly for items left in safety deposit boxes, and manage hotel entrance accessibility at all times. 

• Supervise efficient luggage delivery and collection, ensuring guest services are handled promptly and courteously, including inquiries and bookings. 

• Complete all required reports and administrative tasks accurately and on time, ensuring data is prepared for management reviews. 

• Take responsibility as the Manager on Duty when required, overseeing the smooth operation of all hotel functions during your shift. 

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties. 

Required Experience, Education, and Skills: 

• Two years of Front Desk experience in the hospitality industry, with a proven ability to manage high guest traffic and maintain