Director of Rooms

Philadelphia, PAPosted 6 days ago

Full-timeonsitedirector

Job Description

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. As a member of the Leadership Committee, the Director of Rooms is a highly visible role with exposure to Senior and Corporate leadership. This position reports to the hotel General Manager.

The Director of Rooms oversees hotel services including Front Desk operations, Housekeeping, Guest Services and Security. Maximizes room revenues & occupancy by analyzing daily status rates & makes adjustments accordingly. Manages large events & ensures high volume occupancy special requirements. Analyzes rate variances, monitors credit reports & maintains close observation of daily house counts. Coordinates major projects such as renovations, capital expenditures, & equipment changes. Conducts weekly Rooms Divisions meetings, including monthly financial review with subordinate managers & senior hotel directors. Prepares revenue & occupancy forecasting & monitors labor expenses through schedule approval process. Hires, manages & trains subordinate managers & employees.

Duties include:

Operations & Guest Experience

Lead all aspects of Front Desk and Housekeeping operations to deliver a seamless, high-quality guest experience.
Drive service excellence aligned with Hyatt Centric brand standards and guest expectations.
Monitor and improve key performance metrics (e.g., guest satisfaction scores, cleanliness scores, service response times).
Ensure compliance with all safety, cleanliness, and operational protocols.

Leadership & Team Development

Direct, coach, and develop department leaders and line colleagues within the Rooms Division.
Foster a culture of accountability, engagement, and continuous improvement.
Manage labor relations in a unionized environment, including adherence to CBAs, grievance handling, and collaboration with union representatives.
Partner with HR on recruitment, training, performance management, and succession planning.

Financial & Productivity Management

Develop and manage departmental budgets, forecasts, and capital expenditures.
Partner closely with Finance to monitor labor productivity, control costs, and optimize operational efficiency.
Analyze financial reports and operational data to drive informed decision-making and performance improvements.
Collaborate with the Leadership Team to review monthly operational results to ownership.

Cross-Functional & Third-Party Collaboration

Work closely with third-party operators responsible for Parking, Security, and Food & Beverage to ensure alignment in service delivery and guest experience.
Establish clear communication channels and performance expectations with external partners.
Collaborate with other hotel departments to ensure cohesive operations across the property.

Compliance & Standards

Ensure adherence to Hyatt policies, brand standards, and local/regulatory requirements.
Maintain high standards of safety, security, and risk management across the Rooms Division.

Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
6 years or more of progressive hotel Rooms experience (typically with Hyatt)
Experience with CBA Experience or other City Regulated Working Rules
With opening hotels, previous hotel pre-opening experience preferred
Service oriented style with professional presentations skills
At least 5 years experience in a senior role in a hotel rooms area
Proven leadership skills
Hotel/Hospitality degree an asset
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
Clear concise written and verbal communication skills in English
Must be proficient in Microsoft Word and Excel
Must have excellent organizational, interpersonal and administrative skills
Maintain communications with Corporate Staff