The Executive Director of Rooms Operations will be responsible for the overall leadership and management of the rooms division Colonial Williamsburg Hospitality. The resort comprises a mix use of hotel offerings for luxury, full and select service and historic housing that incorporates 790 rooms. This position plays a critical role in ensuring the highest level of guest satisfaction, operational efficiency, and financial success across all Rooms-related functions, including Front Office, Housekeeping, Guest Services, and Concierge operations.
The ideal candidate will have a proven track record in leading large teams within the hospitality industry, with a focus on luxury resorts or hotels, and a commitment to creating memorable guest experiences.
We are committed to providing you with:
- Excellent compensation package
- Operational incentive plan eligibility
- An exceptional benefit plan for eligible associates & your family members
- 401K matching program for eligible associates
- Professional development opportunities
- Discounts with our Crescent managed properties in North America for you & your family members
- Associate discounts at resort facilities
ESSENTIAL JOB FUNCTIONS:
- Strategic Leadership:
- Provide strategic direction, leadership, and support to the entire Rooms Division, ensuring alignment with Colonial Williamsburg Hospitality overall vision, mission, and guest service objectives.
- Implement daily quality processes that include daily communications to all hotel leadership groups.
- Collaborate with senior leadership across all disciplines on key operational strategies, business planning, and budget/forecast management.
- Review daily with revenue team and operational leaders, future room pick up and monitor room inventory including but not limited to room type availability.
- Continuously identify opportunities for improving operational efficiency, enhancing guest satisfaction, and increasing revenue.
- Operations Management:
- Oversee all aspects of the rooms division, including Front Desk, Housekeeping, Concierge, Bell Services, and Guest Services to ensure smooth, efficient, and quality operations.
- Walk all properties daily with housekeeping and maintenance leadership to ensure high standards of cleanliness, maintenance, and presentation are maintained throughout the properties.
- Attend daily morning communication Stand Ups at all properties.
- Plan, organize and participate in a variety of departmental meetings within Colonial Williamsburg Hospitality as well as with Colonial Williamsburg Foundation leadership.
- Analyze operational performance metrics to identify areas for improvement and implement corrective actions when necessary.
- Hold weekly financial and GSS meetings with rooms leadership to provide financial analysis to the goal.
- Attend weekly Senior Leadership meetings.
- Guest Experience & Satisfaction:
- Champion a guest-centric culture and ensure exceptional guest experiences throughout the resort including adhering to Forbes luxury standards.
- Address and resolve guest complaints, ensuring prompt and professional responses to any concerns within 48 hours.
- Monitor guest feedback, review scores, and implement initiatives to drive continuous improvement in guest satisfaction.
- Spend time each day in the hotel's lobby meeting and greeting guests and ensuring that a guest-first culture is displayed consistently.
- Demonstrate the skill set needed to assist front office or housekeeping in times of guest need.
- Team Leadership & Development:
- Recruit, train, mentor, and lead a large team of Rooms Division professionals, fostering a positive work environment and encouraging growth and development.
- Implement and maintain training programs to ensure staff delivers exceptional guest service and operates at peak efficiency.
- Conduct regular performance evaluations and provide coaching and feedback to team members.
- Financial & Budget Management:
- Develop and manage the Rooms Division budget, including labor costs, departmental expenses, and revenue forecasting.
- Prepare bi-monthly rooms forecast on or before stated due dates.
- Monitor financial performance, control operational costs, and ensure that departmental goals align with overall financial objectives.
- Identify opportunities for incremental revenue, including room upgrades, ancillary services, and upselling initiatives.
Qualifications:
- Minimum of 10 years of progressive leadership experience in hotel or resort operations, with at least 5 years in a senior management role at Independent and Marriott full-service hotels.
- Proven experience managing large-scale properties, ideally in luxury hotels or resorts with a focus on guest services, housekeeping, and front office operations.
- Strong financial acumen, with the ability to manage large budgets, analyze financial data, and drive profitability.
- Exceptional leadership skills with a track record of building, developing, and motivating large teams.
- Excellent communication, problem-solving, and organizational skills.
- Proficiency in hotel management software (PMS) Opera, Microsoft Office Suite, Medallia Guest Satisfaction platform.
- Ability to work flexible hours, including nights, weekends, and holidays based on occupancy demand.
Preferred Qualities:
- Bachelor's degree in hospitality management, Business Administration, or a related field strongly preferred.
- A passion for hospitality and delivering unparalleled guest experiences.
- A forward-thinking leader with a strong understanding of trends and innovations within the hospitality industry.
- Experience with sustainability initiatives and a commitment to environmentally friendly operations.
- In-depth knowledge of front office and housekeeping standards.
- High-level knowledge in luxury brands including Forbes Four and Five-Star standards.