Head of Rooms Operations & Guest Experience

Holiday Inn Club Vacations Incorporated; Orlando (FL); On-site; USD 90,000 - 140,000; Full time

Job summary

Holiday Inn Club Vacations Incorporated seeks a Director of Rooms Operations to provide strategic and operational leadership for all rooms-related functions, including Guest Services, Front Desk, Resort Services, Transportation, and Cleaning Services.

The role oversees the delivery of the arrival, stay, and departure experience, partners with MasterCorp, and collaborates with Engineering, F&B, Recreation, Sales, HOA, and Corporate Support teams to uphold brand standards and drive continuous

Qualifications

• Bachelor's degree in hospitality, business, or related field preferred.
• Minimum 8 years of progressive hospitality leadership experience.
• Minimum 5 years leading multiple operational departments.
• Experience managing third-party housekeeping contracts and large-scale resort operations preferred.
• Strong financial acumen including budgeting, forecasting, labor management, productivity, and capital planning.

Responsibilities

• Lead all rooms operations; establish service standards; oversee front office, housekeeping partnership, resort services, transportation, security (where applicable), laundry, public areas, and owner/guest experience initiatives.
• Drive Medallia, IHG, and operational performance metrics including Overall Experience, Check-in Efficiency, Villa Cleanliness, Problem Resolution, and Everything in Working Order.
• Develop budgets, forecasts, labor strategies, productivity standards, and capital recommendations. Manage MasterCorp contract performance, service-level agreements, invoice validation, expense control, and productivity reporting while achieving departmental financial objectives.
• Provide coaching, succession planning, performance management, engagement initiatives, and leadership development for direct reports and their organizations.

Skills

Executive leadership

Strategic planning

Financial acumen

Guest experience

Cross-functional leadership

Education

Bachelor's degree in hospitality

Tools

Hospitality management systems

Job description

Holiday Inn Club Vacations Incorporated seeks a Director of Rooms Operations to provide strategic and operational leadership for all rooms-related functions, including Guest Services, Front Desk, Resort Services, Transportation, and Cleaning Services.

The role oversees the delivery of the arrival, stay, and departure experience, partners with MasterCorp, and collaborates with Engineering, F&B, Recreation, Sales, HOA, and Corporate Support teams to uphold brand standards and drive continuous