Director of Rooms

Hyatt Hotels Corporation; Nashville (TN); On-site; USD 90,000 - 140,000; Full time

Job summary

Hyatt Hotels Corporation in Nashville is seeking a Rooms Division leader to plan and manage the hotel’s room operations and related areas. This role oversees front office, guest services, housekeeping and security to ensure superior guest experiences while meeting financial targets.

The position drives short- and long-term planning, budgets, staffing, and staff development, with a focus on consistent service standards and hotel profitability.

Qualifications

• Bachelor’s degree preferred in related field.
• 5+ years of experience in a related role; Director of Rooms level experience preferred.
• Excellent customer service skills and ability to lead staff.
• Ability to multi-task in a fast-paced hotel environment.
• Proficient in data entry and computer use; knowledge of OPERA preferred.

Responsibilities

• Direct and administer Rooms Division operations including daily ops, guest service standards, budgeting, forecasting and cost controls.
• Promote unity and teamwork across operational departments.
• Ensure service standards are met and exceeded to guest expectations.
• Maintain customer relations and address questions with timely responses.
• Dispute resolution with guests and equitable problem solving.
• Lead operational teams to maximize guest experience and achieve departmental goals.
• Adhere to staffing and budget guidelines and monthly planning.
• Oversee cash handling and front desk banking as per policy.
• Coordinate with housekeeping and engineering for property maintenance.
• Hire, train, motivate and evaluate staff; manage HR functions within the division.

Skills

Calm under pressure

Team leadership

Multi-tasking

Interpersonal skills

Organizational skills

Numerical literacy

Data entry

Microsoft Office

OPERA hotel system

English proficiency

Confidentiality

Education

Bachelor’s degree in related field

Tools

OPERA PMS

Microsoft Office

Job description

Close Inclusive Collection Job Postings Notification

"I joined as a server on the catering staff. Thanks to Hyatt's training and support, I now oversee a brilliant team that helps brings events to life."

Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals. Position is responsible for short and long-term planning and day-to-day operations of the room and related areas. Recommends the area's budget and manages expenses within approved budget constraints. The major areas of responsibility/management include: the front office, guest services, housekeeping, and security.

Duties & Functions

• Direct and administer Rooms Division operations to include, but not limited to daily operations, guest service standards and initiatives, product quality, inventory management and cost controls, merchandising and marketing, systems use management, budgeting and forecasting, department management and meeting participation and facilitation
• Promote unity and teamwork throughout all operational departments.
• Ensures all service standards are met and adhered to and facilitates consistent quality of service to exceed guest expectations.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Assist with all guest disputes and work with guests to find an equitable solution for their problems.
• Manage operational teams to maximize the guest experience, exceed expectations and efficiently complete daily departmental objectives.
• Adheres to staffing and budget guidelines and monthly planning.
• Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Ensures that the overall operation of the rooms division is completed daily.
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
• Works closely with housekeeping and engineering to ensure property is maintained.
• Hiring, motivating and training of staff.
• Communicate with guests in a professional, courteous and helpful manner.
• Maintains a professional appearance and attitude at all times.
• Manage the human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Supervises performance, attendance, appearance and conduct of staff.
• Other duties as assigned

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

This is not your typical career opportunity. This is the Hyatt Touch.

• Bachelor’s degree in related field preferred
• Minimum of 5 years’ experience in a related role, preferred candidates will have two years of Director of Rooms level experience
• Must be able to sustain composure, remain calm and possess a positive attitude.
• Position must have working knowledge of Hotel Front Office and/or Housekeeping.
• Must be energetic and outgoing.
• Must be service oriented with excellent customer service skills.
• Must be a team player with the ability to lead and motivate staff.
• Must be able to multi-task in a fast-paced work environment.
• Must possess excellent interpersonal and organizational skills.
• Must have basic knowledge of arithmetic.
• Must have the ability to input data and access information on the computer.
• Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
• Must be able to read, write and understand the English language.
• Must be able to exercise confidentiality and discretion.

Physical Demands

• Ability to respond to guest requests and questions over the phone
• Excellent speech communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.
• Excellent literacy is required. Must be able to both assimilate and generate explicit and concise documents for publication within our corporate environment.
• Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments.
• Bending/kneeling -must be able to accomplish any task required of associates within assigned departments.
• Mobility -must be able to accomplish any task required of associates within assigned departments.
• Continuous standing -must be able to accomplish any task required of associates within assigned departments.
• Driving required as necessary.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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