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

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