Director of Rooms: Guest Experience & Operations Leader

Crowne Plaza North Augusta; North Augusta (SC); On-site; USD 80,000 - 130,000; Full time

Job summary

Crowne Plaza North Augusta is seeking an experienced and hands-on Director of Rooms to lead Front Office and Housekeeping, ensuring exceptional guest service and strong room quality. This role focuses on operational consistency, performance management, and adherence to IHG standards in a full-service hotel environment.

The ideal candidate will balance guest satisfaction, labor management, budgeting, and brand standards while serving as Manager on Duty during high-occupancy periods and events.

Qualifications

• 3-5 years of progressive hotel leadership experience preferred.
• Front Office, Housekeeping, or Rooms Division management experience preferred.
• Full-service hotel experience preferred.
• IHG and Opera/Opera Cloud experience is a plus.
• Strong leadership, communication, organization, and problem-solving skills.
• Experience managing labor, budgets, guest satisfaction, and departmental performance.
• Ability to work a flexible schedule, including evenings, weekends, and holidays as business needs require.

Responsibilities

• Lead and oversee Front Office, Housekeeping, and overall Rooms Division operations.
• Maintain Crowne Plaza and IHG standards for guest service, cleanliness, room readiness, and quality.
• Monitor guest feedback, quality scores, and service trends and take action to improve the guest experience.
• Ensure strong coordination between Front Office, Housekeeping, Engineering, and other departments to support smooth daily operations.
• Manage labor, departmental expenses, productivity, and staffing levels in accordance with occupancy and business needs.
• Assist with budgeting, forecasting, scheduling, and operational planning for the Rooms Division.
• Conduct room inspections, property walks, and operational audits to ensure brand and hotel standards are consistently met.
• Coach, develop, and hold managers, supervisors, and team members accountable for performance and service expectations.
• Partner with Human Resources on recruiting, onboarding, training, employee relations, and performance management.
• Respond to guest concerns and service recovery situations in a professional and timely manner.
• Ensure compliance with hotel policies, guest security procedures, financial controls, and safety standards.
• Serve as Manager on Duty and provide leadership support during high-occupancy periods, events, weekends, and other operational needs.

Skills

Leadership

Communication

Organization

Problem-solving

Labor management

Budgets

Guest satisfaction

Tools

Opera/Opera Cloud

Job description

Crowne Plaza North Augusta is seeking an experienced and hands-on Director of Rooms to lead Front Office and Housekeeping, ensuring exceptional guest service and strong room quality. This role focuses on operational consistency, performance management, and adherence to IHG standards in a full-service hotel environment.

The ideal candidate will balance guest satisfaction, labor management, budgeting, and brand standards while serving as Manager on Duty during high-occupancy periods and events.