Head of Rooms & Guest Experience

GrandLife Hotels; New York (NY); On-site; USD 180,000 - 260,000; Full time

Job summary

GrandLife Hotels, located in New York, seeks a Director of Rooms to lead the Rooms Division on site. The role includes front office, housekeeping, and engineering oversight to ensure exceptional guest experiences and consistent service standards.

The successful candidate will manage budgets, staffing, and inventory while coaching supervisors and implementing brand-aligned procedures and training programs.

Qualifications

• Strong guest-facing skills with a focus on guest satisfaction.
• Experience overseeing Rooms Division operations including Housekeeping and Engineering.
• Knowledge of Reservations management, room inventory control, and front office procedures.
• Budgeting skills with the ability to manage departmental costs, forecasting, and financial reporting.
• Previous leadership experience in upscale or boutique hotel environments, preferably in a Director role.
• Ability to lead, coach, and develop diverse teams while fostering an inclusive workplace.
• Strong problem-solving, organizational, and time-management skills.
• Flexibility to work varying schedules, including evenings, weekends, and holidays as needed.
• Relevant hospitality or business education, such as a degree or equivalent experience in Hotel Management or Hospitality.

Responsibilities

• Oversee all Rooms Division operations including front office, housekeeping, and engineering.
• Coach and mentor supervisors; monitor guest satisfaction and service standards.
• Review guest feedback and resolve escalated customer issues.
• Collaborate with hotel leadership to enhance the overall guest experience.
• Develop and implement procedures, training programs, and service initiatives aligned with GrandLife Hotels’ brand and goals.

Skills

Guest-facing skills

Customer service

Leadership

Coaching

Budgeting

Forecasting

Financial reporting

Organizational skills

Time-management

Opera Cloud

Education

Degree in Hotel Management or Hospitality

Tools

Opera Cloud

Job description

GrandLife Hotels, located in New York, seeks a Director of Rooms to lead the Rooms Division on site. The role includes front office, housekeeping, and engineering oversight to ensure exceptional guest experiences and consistent service standards.

The successful candidate will manage budgets, staffing, and inventory while coaching supervisors and implementing brand-aligned procedures and training programs.