Director of Rooms

Director of Rooms DoubleTree by Hilton Golf Resort Palm SpringsPalm Springs, California   Position Summary As our Director of Rooms, you will lead and elevate all aspects of the guest experience and rooms operations, including Front Office, Housekeeping, Guest Services, and related rooms division functions. You will set the standard for service, inspire your team, and ensure each guest touchpoint, from arrival to departure, reflects the warmth, care, and professionalism expected at DoubleTree by Hilton Golf Resort Palm Springs. As a key member of the property leadership team, the Director of Rooms helps shape the overall guest journey, drives operational excellence, supports financial performance, and builds a culture of accountability, recognition, and service. This is an exciting opportunity for an experienced rooms leader who enjoys being present with the team, developing talent, improving processes, and creating memorable guest experiences in a resort environment.   Responsibilities: Lead the Guest Experience Champion the vision, execution, and daily leadership of all rooms division operations. Ensure every guest touchpoint, including arrival, check-in, stay experience, service recovery, and departure, is warm, polished, and aligned with Hilton brand standards. Monitor guest satisfaction scores, guest feedback, service trends, and operational performance to identify opportunities for improvement. Partner with department leaders to create action plans that improve guest satisfaction, service consistency, cleanliness, and overall guest experience. Take a proactive approach to resolving guest concerns with urgency, professionalism, and care. Support a guest-first culture where Curators are empowered to create Unmatched Moments.   Inspire and Develop the Team Recruit, train, coach, and mentor leaders and Curators within Front Office, Housekeeping, Guest Services, and related rooms division areas. Foster a culture of accountability, respect, teamwork, and recognition. Set clear expectations for performance, service standards, communication, and follow-through. Partner with Human Resources to ensure onboarding, required training, policy acknowledgments, and compliance expectations are completed timely. Provide ongoing feedback and coaching to support performance, development, and career growth. Lead with visibility, professionalism, and consistency, creating trust with both leaders and hourly Curators.   Drive Operational Excellence Oversee rooms division operations to ensure efficiency, service excellence, cleanliness, productivity, and brand compliance. Manage departmental budgets, labor, scheduling, productivity, supplies, and expenses to support financial goals. Review reports, guest feedback, labor metrics, payroll trends, inventory, and operational data to identify opportunities and drive results. Partner cross-functionally with Engineering, Food & Beverage, Sales, Finance, and Human Resources to support smooth hotel operations. Ensure rooms division processes are organized, efficient, and consistently followed. Support forecasting, planning, and business strategies in partnership with the General Manager and leadership team. Maintain strong communication across departments to ensure alignment and timely resolution of operational needs.   Be Present and Engaged Lead from the floor and maintain regular visibility in guest areas, back-of-house spaces, Front Office, Housekeeping, and throughout the resort. Be approachable, responsive, and actively engaged with guests and Curators. Support the team during peak business periods, high occupancy, special events, service challenges, and operational needs. Own guest feedback and service recovery moments with a calm, solutions-focused approach. Model the service behaviors and leadership presence expected from the rooms division team. Compliance, Safety, and Brand Standards Uphold Hilton brand standards, Coury Hospitality expectations, and property-specific procedures. Ensure compliance with safety, sanitation, security, key control, loss prevention, and company policies. Maintain a safe working environment in compliance with OSHA and applicable regulations. Ensure rooms division areas are prepared for audits, inspections, brand reviews, and internal quality checks. Partner with department leaders to ensure guest rooms, public spaces, storage areas, and back-of-house spaces are clean, safe, and well maintained. Address compliance concerns timely and involve Human Resources or the General Manager when appropriate.   You’re a Great Fit If You: Bring 5+ years of progressive leadership experience in hotel rooms operations. Have strong knowledge of Front Office, Housekeeping, Guest Services, and rooms division best practices. Have previous Director of Rooms, Front Office Manager, Executive Housekeeper, Assistant General Manager, or similar leadership experience. Balance big-picture strategy with a hands-on, guest-first approach. Communicate with clarity, professionalism, confidence, and warmth. Lead diverse teams with accountability, mentorship, recognition, and care. Are comfortable managing budgets, labor, productivity, guest satisfaction, and operational performance. Can remain calm and solutions-focused in challenging guest or employee situations. Are flexible and able to work evenings, weekends, holidays, and business demands.   Requirements: Previous hotel rooms leadership experience required. Resort, full-service hotel, or Hilton brand experience preferred. Strong understanding of rooms operations, guest service, labor management, housekeeping standards, front office systems, and brand expectations. Working knowledge of Microsoft Office, including Word, Excel, and Outlook. Hilton systems experience preferred. Excellent interpersonal, verbal, and written communication skills. Ability to lead, coach, and develop managers and hourly Curators. Strong organizational skills with the ability to prioritize competing needs in a fast-paced environment. Ability to analyze reports, identify trends, and create effective action plans. Must demonstrate flexibility, accountability, sound judgment, and strong follow-through. Valid driver’s license and acceptable driving history may be required, subject to company approval. Associate or Bachelor’s degree in Hospitality, Business, or related field preferred.   Work Environment Work schedule varies based on business needs and may include holidays, weekends, evenings, and alternate shifts. Requires frequent walking, standing, bending, reaching, stooping, kneeling, and crouching. Must be able to lift, push, pull, or carry up to 25 pounds as needed. Role requires regular presence throughout the property, including guest areas, guest rooms, back-of-house spaces, public spaces, and outdoor resort areas.