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Director of Rooms

Posted January 13, 2022

Embassy Suites by Hilton Tampa Airport Westshore
Tampa, FL
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About This Job

Job Summary

Provides guidance and leadership to the Rooms Division to include Front Desk, Guest Transportation and Night Audit and Housekeeping Operations, ensuring consistent compliance to Hotel policies, and quality customer service while maximizing Front Office and Housekeeping departmental profits

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

Business Results

  • Implements and manages Front Desk and Housekeeping daily quality processes including goal communication, staff member improvement, compliance with Hotel standards of product and performance, service recovery, and problem prevention. Disseminates feedback from comment cards guest satisfaction surveys and care logs.
  • Communicates effectively both verbally and in writing to provide clear direction to staff. Assigns and instructs all direct reports in detail of work. Observe performance and encourage improvement. Monitors hotel traffic and makes staffing adjustments accordingly. Supervises and reviews costs and inventory.
  • Fields guest's complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepares written correspondence to customers. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy hotel activity. Plans and implements detailed steps by using experienced judgment and discretion. Prepares and presents Group information for property reviews with owner representatives and corporate executives.
  • Supervises the budgeting, forecasting, training, motivating, and staffing of the Rooms Department and Housekeeping Departments.
  • Prepares Forecast expenses and actual results for the Rooms and Housekeeping Departments' revenue and expenses. Reviews Security and Manager on Duty log daily for significant incidents, reports to the General Manager and coordinates with department heads all enforcement of policy and/or improvements in service needed.
  • Works closely with General Manager in establishing and monitoring policies and guidance in the day-to-day operation of the Front Office and Housekeeping department to ensure profitability and consistency. Solves through initiative and reasoned judgments problems of detail that come up in the course of the work.
  • Plans organize, chairs, attends, and/or participates in various Hotel meetings such as Staff Meetings, Front Office Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
  • Assures proper sanitation and cleanliness throughout the property to include guest rooms, public areas, housekeeping areas, and Front Office areas. Ensures all Hilton Clean Stay initiatives, OSHA, and CDC requirements are followed and maintained. Manages and inspects all areas daily to make certain they are maintained in a clean and safe condition.
  • Handles and responds to guest concerns and requests in a timely manner. Ensures the accuracy and attainment of all guest interaction logs such as guest complaints, requests, lost and found, maintenance orders, etc. for excellent quality control and follow through.
  • Ensures all accounting procedures are followed. Ensures proper ordering and approvals of invoices guidelines are followed.
  • Ensures all inventories are properly conducted and in a timely manner.


…applies broad business knowledge and balances both a short- and long-term perspective to generate strategies while leading the organization to achieve them.

  • Demonstrates commitment to Westmont Hospitality operating principles and philosophies.
  • Holds self and others accountable for achieving results.
  • Addresses conflict in a timely manner.
  • Contributes to team results.
  • Deals with change effectively.
  • Makes decisions, including employees/team, and commits to a course of action with available information.

Building Relationships

…eliminates insular thinking by fostering a positive climate for work relationships and teams committed to achieving organizational goals and initiatives. In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

  • Conducts one on one meetings with Direct Reports to ensure their ongoing development.
  • Maintains open channels of communications for all levels (line employees through General Manager) and monitors employee relations.
  • Aids in establishing a positive relationship between Hotel corporations and property owners
  • Ensures all required licenses, permits, contracts, insurance, inspections, are in proper order, with the assistance of GM and Controller.
  • Ensures the prompt and proper submission of all corporate, divisional, and governmental reports required.
  • Surveys and performs property inspections on a daily basis by visually identifying areas of the Hotel for needed improvements such as guest’s rooms, public areas and restaurants.
  • Due to the nature of the business the individual may be required to do other duties and special projects as assigned by the supervisor.

Generating Talent

….Proactively identifies and develops talent within the organization

  • Hires the best people available from inside and outside. Hires for talent, diversity, and balance of skills. Supports Hotel’s interviewing tools to ensure hiring decisions are based on the candidate’s job-related talent, skills, and competencies. Maintains succession planning.
  • Develops, implements and maintains departmental orientation and training certification programs for employees to receive the appropriate new hire training to successfully perform their job.
  • Uses all available on-the-job training tools for employees; implements and manages training initiatives and conducts training when appropriate; ensures self and direct reports have completed appropriate Hilton University, training classes.
  • Manages employee progressive discipline procedures for areas of responsibility. Ensures hotels policies are administered fairly and consistently. Ensures disciplinary procedures and documentation are completed according to Employee Handbook.
  • Ensures regular ongoing communication is happening in all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance and produce desired business results. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Actively solicits feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems and concerns. Ensures employees are treated fairly and equitably. Constantly strives to improve employee retention. Brings issues to the attention of GM and Human Resources as necessary.
  • Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across areas of responsibility. Maintains an ongoing employee recognition program

Knowledge, Skills & Abilities


  • Bilingual English and Spanish Highly Preferred
  • Hilton Experience Highly Preferred
  • Bachelor’s degree and/or related work experience relating to directing Front Office and Housekeeping Department
  • Minimum of three years director experience
  • Requires proven managerial skill as the position involves frequent decisions, meeting of the deadline, negotiations of contracts of vendors, analytical ability andthe planning, organization development and coordination of large scale work projects (i.e., renovation projects)
  • Strong customer service, both internal/external
  • Confident leadership
  • Problem-solving and conflict resolution skills
  • Follow up and follow-through
  • Experience with Hotel PMS. Microsoft Office and basic computer skills
  • Requires effective communication skills, including active listening, verbal and written communications
  • Full-Service Hotel Experience Highly preferred

Physical Demands

These physical demands represent the physical requirements necessary for an employee to successfully perform the essential functions of the position. Reasonable accommodations can be made to enable individuals with disabilities to perform the described essential functions of the position.

  • Position may require lifting up to 50 lbs. (supplies, furniture, etc.) occasionally
  • Position requires walking/standing, feeling, seeing, sitting, bending, and reaching

EOE/AA/M/F/Vet Disabilities

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About this Employer

Embassy Suites by Hilton Tampa Airport Westshore

555 North Westshore Boulevard
Tampa, FL 33609

(813) 875-1555

243 Room All Suite

At A Glance

Our Newly Renovated 269 room hotel is located in the heart of the Westshore business district with great shopping in Tampa Bay. We offer a complimentary full breakfast buffet and complimentary 2-hour evening reception each day.

Our hotel is only minutes from Tampa International Airport and downtown Tampa, FL. Whether visitors are in town to explore Busch Gardens®, soak up the sun at the beach, cheer on their favorite NHL team, or connect with the sea at the Florida Aquarium, our location is in perfect proximity to all things entertaining in Tampa Bay.

We have 10,000 sq. ft. of flexible meeting space with a brand new 2,132 sq ft 14’ ceiling event space with windows overlooking our pool.

However guests choose to spend their time, it is always enjoyable at Embassy Suites by Hilton Tampa Airport Westshore.