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Director of Rooms

posted September 29, 2017

DoubleTree Downtown Wilmington - Legal District
Wilmington, DE
528366 l

About This Job

Crestline Hotels & Resorts, LLC is looking for a dedicated professional to join the team at Doubletree by Hilton Wilmington, Legal District, as Rooms Divisions Manager.


The Rooms Divisions Manager is responsible for the successful operation and administration of all rooms departments to include: front office, bell/door, PBX, concierge, gift shop, housekeeping, laundry and engineering. The Director of Rooms must ensure that all rooms departments are continually balanced while focusing on providing an exceptional experience to every guest and maximizing department profitability at the same time. The Director of Rooms is responsible for ensuring that all rooms related operations are carried out professionally, to standards and at the highest level of service. The Director of Rooms will achieve desired outcomes by planning, implementing and controlling effective departmental strategies that drive results and through the creation, development and maintenance of a competent, motivated and empowered rooms staff. The Director of Rooms will effectively lead, train, coach, motivate, engage and provide feedback to the rooms staff, supervisors and managers on a daily basis. The Director of Rooms will serve as the rooms executive liaison to all other hotel departments.

  • Create and execute rooms department strategies that will drive the hotel to exceed guest satisfaction, cleanliness standards and revenues.
  • Work collaboratively with all members of the rooms departments to continually enhance and advance the hotel.
  • Ensure the rooms staff, supervisors and management are properly trained to standards and able to carry out the operations of each function of their department.
  • Anticipate guests’ and employees’ needs and respond promptly.
  • Promote positive guest relations at all times.
  • Ensure that the guest experience is pleasant and positive from arrival through departure.
  • Analyze GSA scores and comments and enhance positive strategies and develop and execute action plans to eliminate deficiencies. 
  • Work closely with department managers and supervisors to develop them both personally and professionally.
  • Investigate complaints about service and equipment, and take corrective action.
  • Verify status on room reports, determine discrepant rooms, prioritize and update status of departing guest rooms.
  • Maintain complete knowledge of all guest services department policies/service procedures.
  • Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities, VIPs scheduled, in-house group names, background, activities, locations, and times as well as special requests/arrangements.
  • Complete daily walk-through of all operations department areas observing the following and instruct designated personnel to rectify any organization deficiencies:
  • Staffing - numbers, appearance, attitude
  • Operational cleanliness and maintenance
  • Service - appearance, merchandising, attitude
  • General crispness, quality and consistency of operation
  • Storage areas - organization, cleanliness, inventories and care of equipment
  • Review and respond to daily operational demands as it relates to the hotel.
  • Conduct and/or participate in Daily Line ups as well as Departmental meetings.
  • Ensure that all rooms departments as well as its employees comply, on a consistent basis, with all Fire Department Safety codes and OSHA guidelines.
  • Ensure that employees comply and abide by the employee standards of conduct at all times.
  • Ensure that all employee and management reviews are done in an efficient and timely manner.
  • Ensure that staffing level requirements are met when both minimum and maximum occupancy levels dictate.
  • Ensure that cleanliness and condition of each area meets designated hotel standards and the appropriate inspections are carried out on a consistent basis.  Directly contact respective personnel and relay any deficiencies that are to be corrected.
  • Ensure that guest requests are accommodated expediently and courteously.
  • Prepare the monthly forecast numbers for payroll budget and expenses.
  • ·         Prepare monthly, quarterly and yearly Rooms Division financial forecasts.
  • Maintain constant control over changes and variances in budget for payroll, staff, ordering of supplies according to changes in occupancy levels.
  • Ensure that the proper training of staff is performed at all times by selected departmental trainers.
  • Provide feedback on staff performance to General Manager. 
  • Work with Human Resources to resolve any disciplinary problems.
  • Respond to all pages by beeper promptly.
  • Ensure that an accurate inventory is completed at least twice a month pertaining to housekeeping and front office amenities and supplies, standard guest room items, and linen.
  • Document pertinent information in department logbook and/or guest incident action forms.
  • Review status of assignments and any follow-up action with manager and/or on-coming shift supervisor.
  • Establish, maintain quality recognition programs within the division.
  • Facilitate divisional and departmental Strategic Planning meetings.
  • Monitor and facilitate all Internal Defect Reports relating to Rooms Division.
  • Work with appropriate departments in setting future rates and special packages.

Education &Experience: Bachelor’s degree in a related field from an accredited university/college plus at least five (5) years of related experience; or high school diploma or equivalent plus at least seven (7) years of related experience; or any equivalent combination of education and experience that provides the above skills, knowledge and abilities.  


Computer Skills: Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems required.


Other Requirements: Extensive knowledge of all rooms operations within a hotel environment, including all laws and regulations related to these operations. The capacity to create and execute innovative strategies that will drive the hotel to exceed guest satisfaction and revenues.

Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, or disability status.

About This Employer

DoubleTree Downtown Wilmington - Legal District

700 N. King Street

Wilmington, DE 19801

Telephone (302) 655-0400

217 Room Hotel

At A Glance

Ideally situated in the heart of downtown Wilmington's legal and financial districts, DoubleTree by Hilton Hotel Downtown Wilmington - Legal District is one block from the Federal Courthouse and Delaware State Superior Courthouse. The hotel offers easy access to I-95, and is situated midway between Philadelphia International Airport (PHL) and Baltimore Washington International (BWI) Airport. Wilmington Amtrak Station (WIL) is five blocks away.

Major corporations headquartered nearby include Met Life, Bank of America, DuPont, JPMorgan Chase, Capital One and Astra Zeneca. Take advantage of our complimentary shuttle service to and from businesses, restaurants and attractions. Discover the charming atmosphere of the Riverfront, home to great dining and attractions.

Perfect for meetings, the hotel boasts two fully operable Litigation Centers in addition to one of Delaware's largest Grand Ballrooms. During your visit, stay connected with complimentary WiFi throughout the hotel.

Unwind in a comfortable guest room with a range of thoughtful amenities including an ergonomic work space, a refrigerator, and a hot beverage center. Catch up on work in the business center, work out in the fitness center, or swim laps in the indoor heated saline pool.

Metro Cafe and Lounge, located within the hotel, offers a full dining menu for all meals and is a great gathering place for unwinding in the evening. Dedicated Hilton HHonors guest room levels and an exclusive Concierge Lounge are available for all-day beverages and snacks.