Overview This executive-level role of Director of Rooms is responsible for the performance of Front Office, Housekeeping, Guest Services, and Laundry, and demonstrates the ability to produce balanced financial, guest experience, and associate satisfaction outcomes. The Director of Rooms ensures every guest touchpoint — from arrival through departure — reflects the resort’s ultra-luxury positioning, while building a high-performing, service-driven team from the property’s pre-opening phase forward.

Essential Functions Strategic Leadership &

- Rooms Division Operations Function as the strategic business leader of the property’s Rooms Operations, with areas of responsibility including Front Office, Housekeeping, Guest Services, and Laundry.

Ensure all lobby, guest room, and common areas are maintained and provide a consistent luxury experience for all guests.

Analyze service issues, identify trends, and implement corrective action plans as directed by management.

Conduct daily reviews of operating outcomes across all Rooms Division departments, taking corrective action as required.

Work with direct reports (department heads) to develop and implement departmental strategies that ensure delivery of budget, service, and retention goals.

Guest

Experience &

- Service Excellence Stay visible and connect with guests on a regular basis to obtain feedback on product quality, service levels, and overall satisfaction.

Champion service recovery processes, ensuring prompt and gracious resolution of guest concerns across all Rooms Division touchpoints.

Set and uphold luxury service standards across Front Office, Housekeeping, Guest Services, and Laundry.

Partner with other resort divisions to ensure a seamless, personalized guest journey from arrival to departure.





Monitor guest satisfaction metrics and lead initiatives to elevate scores across the Rooms Division.

Financial

Performance &

- Forecasting Control payroll and direct expenses in line with the budget and varying levels of business, using corporate-wide technology and other systems.

Participate in weekly forecasting and scheduling activities to align staffing with anticipated occupancy and demand.

Provide assistance to the Director of Finance during the annual budget process for the Rooms Division.

Partnership with the Director of Revenue or Central Director of Revenue on rates and package performance. Prepare action plans as directed by management to address financial or operational variances.

Monitor productivity and labor cost metrics across all Rooms Division departments. Team Leadership &

- Associate Development Lead, mentor, and develop the Rooms Division leadership team, including the Director of Front Office, Director of Housekeeping, Guest Services Manager, and Laundry Manager.

Drive year-over-year improvement in associate satisfaction scores throughout the division, including maintaining low turnover and high promotion-from-within ratings.

Nurture managers-in-training and support succession planning within the division.

Foster a culture of accountability, teamwork, and service excellence among Rooms Division associates.

Showing year-over-year improvement in associate satisfaction scores throughout the division including maintaining low turnover and high promotion-from-within ratings.

Business

Partnership &





- Cross-Departmental Collaboration Collaborate with Sales &
- Marketing, Food &
- Beverage, and other divisions to ensure alignment on guest experience initiatives and resort-wide events.

Partner with Engineering on preventive maintenance and room readiness standards.

Represent the Rooms Division in executive leadership meetings, providing strategic input on resort-wide initiatives.

Ensure alignment with Omni Hotels &

- Resorts’ corporate Rooms Division standards and pre-opening milestones.

Minimum Qualifications Bilingual English and Spanish

Bachelor’s degree in hospitality management, Business Administration, Hotel Management, or a related field preferred.

Minimum of 7-10 years of progressive Rooms Division experience, including Front Office, Housekeeping, Guest Services, and Resort Operations.

Minimum of 3-5 years in a senior leadership role such as Director of Front Office, Director of Housekeeping, Director of Operations, or Assistant Director of Rooms.

Previous experience in a luxury hotel or resort environment required; pre-opening experience strongly preferred.

Proven ability to lead and develop large teams across multiple departments.

Strong knowledge of luxury service standards, guest satisfaction programs, and quality assurance processes.

Experience managing departmental budgets, labor costs, forecasting, and financial performance.

Demonstrated success in driving guest satisfaction scores, employee engagement, and operational excellence.

Proficiency in hotel property management systems (PMS), preferably OPERA Cloud or similar platforms.

Excellent communication, leadership, coaching, and problem-solving skills.

Ability to work versátil schedules, including weekends, holidays, and extended hours as business levels dictate.

📌 Director of Rooms (Cruz de Huanacaxtle)
🏢 Omni Hotels u0026 Spas
📍 Cruz de Huanacaxtle