Head of Rooms & Guest Experience

HM alpha Hotels & Resorts; Indianapolis (IN); On-site; USD 95,000 - 100,000; Full time

Job summary

HM Alpha Hotels & Resorts in Indianapolis is seeking a dynamic hotel leadership professional to oversee Front Office, Housekeeping, and Loss Prevention, ensuring service excellence and profitable operations across the property.

You'll lead hiring, training, scheduling, and performance management; maintain luxury standards, drive guest satisfaction, manage budgets and payroll, and collaborate with department leaders to meet financial and retention goals.

Qualifications

• Bachelor's degree in management, hotel administration, business or related field.
• Minimum 3 years of hotel leadership experience.
• Excellent communication, problem-solving, and organizational skills.
• Proficiency in computer systems and office software.

Responsibilities

• Lead and develop Front Office, Housekeeping, and Loss Prevention teams.
• Oversee hiring, training, scheduling, performance management, and associate development.
• Maintain luxury or service standards throughout guest areas.
• Drive guest satisfaction through service excellence, guest engagement, and problem resolution.
• Analyze service trends and implement action plans to improve operational performance.
• Manage departmental payroll, labor costs, and operating expenses to achieve budget goals.
• Participate in forecasting, scheduling, and annual budget planning.
• Maximize occupancy, ADR, and room revenue through effective reservation management and upselling programs.
• Oversee security and loss prevention operations, ensuring proper incident investigations, reporting, and compliance.
• Ensure adherence to credit control procedures, financial controls, safety standards, and emergency protocols.
• Collaborate with department leaders to achieve financial, operational, and retention goals.
• Maintain a visible presence with guests and associates to ensure exceptional service and engagement.
• Maintain vendor relationships and oversee service contracts to ensure timely, high-quality work at competitive costs.

Skills

Hotel leadership

Financial management

Budgeting

Guest satisfaction

Communication

Problem solving

Microsoft Office

Education

Bachelor’s Degree in Management, Hotel Administration, Business or related field

Tools

Microsoft Office Suites

Job description

HM Alpha Hotels & Resorts in Indianapolis is seeking a dynamic hotel leadership professional to oversee Front Office, Housekeeping, and Loss Prevention, ensuring service excellence and profitable operations across the property.

You'll lead hiring, training, scheduling, and performance management; maintain luxury standards, drive guest satisfaction, manage budgets and payroll, and collaborate with department leaders to meet financial and retention goals.