Director of Room Operations

Responsibilities:

• Lead day-to-day operations of Front Office, Housekeeping, and Laundry to ensure service excellence and brand compliance.
• Manage departmental budgets, labor, and expenses; prepare accurate forecasts to support financial performance.
• Hire, train, and mentor associates, promoting a positive work culture and driving team development.
• Conduct routine property inspections to maintain brand standards and ensure cleanliness and guest readiness.
• Oversee VIP guest experiences and ensure prompt resolution of guest concerns or service opportunities.
• Coordinate with Engineering on maintenance and capital improvement projects, ensuring timely issue resolution.
• Maintain strict adherence to key control, safety, lost and found procedures, and internal audit compliance.
• Manage purchasing, inventory, and end-of-month reporting for rooms division supplies and materials.
• Lead effective departmental meetings and encourage strong interdepartmental communication.

FRONT DESK SERVICES

• Ensure smooth arrivals, departures, room assignments, billing, guest requests and service recovery, with staffing aligned to occupancy and demand.
• Monitor the lobby experience, wait times, telephone service, guest recognition and team professionalism; coordinate room priorities accurately with Housekeeping.
• Review VIPs, groups, repeat guests, accessibility needs and special requests; ensure guest concerns are documented, resolved and followed up appropriately.
• Maintain controls for cash, credit-card security, billing, keys, guest privacy, room moves and oversells; track satisfaction, check-in efficiency, loyalty enrollment, upselling and productivity.

HOUSEKEEPING & HOTEL UPKEEP

• Ensure consistent cleanliness, condition and presentation of guestrooms and the overall hotel, with primary focus on front-of-house guest areas.
• Maintain cleaning and inspection standards for the lobby, entrances, corridors, elevators and landings, public restrooms, meeting-area common spaces and other assigned guest-facing areas.
• Align staffing with departures, stayovers, arrivals, groups, events and public-area traffic; maintain inspection, deep-cleaning, room-status and on-time room-readiness programs.
• Control linen, uniforms, supplies, chemicals and equipment and ensure proper storage, training and safe work practices.
• Document repair and replacement needs, track deficiencies through completion, and monitor cleanliness, room readiness, public-area condition, productivity, overtime and supply cost.

THIRD-PARTY VALET & SECURITY OVERSIGHT

• Serve as the primary hotel contact for valet and security leadership and confirm staffing, deployment and service levels meet hotel needs and contractual requirements.
• Set expectations for professionalism, guest interaction, safety, response times, documentation, escalation and emergency procedures.
• Monitor valet traffic flow, vehicle handling, wait times and incident reporting; review security patrols, reports and response to disturbances, unauthorized access and safety concerns.
• Review performance and guest feedback with vendor leaders, document recurring issues and require timely corrective action.

GUEST EXPERIENCE, FINANCIAL PERFORMANCE & COMPLIANCE

• Act as senior escalation point for concerns involving Front Desk Services, Housekeeping, valet or security and use guest feedback to drive improvement.
• Manage departmental budgets, labor, overtime, linen, supplies and equipment; validate vendor staffing and billing and balance cost control with service, cleanliness and safety.
• Ensure compliance with hotel policies, brand standards and safety requirements, including guest privacy, room access, master keys, lost and found and incident reporting.
• Conduct regular inspections and prepare assigned operations and vendors for brand reviews, quality audits, ownership visits and emergency response.

Qualifications:

• Proven leadership experience in Rooms Division or hotel operations management.
• Strong financial acumen with experience managing departmental budgets and forecasting.
• Excellent organizational, communication, and interpersonal skills.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Knowledge of OSHA regulations, safety protocols, and internal audit procedures.
• Familiarity with branded hotel systems is strongly preferred.

Benefits

• Competitive wages
• Medical, dental, and vision insurance
• Life insurance and short/long-term disability options
• 401(k) with company match
• Tuition assistance
• Discounted room rates at Concord-managed hotels
• Training, development, and career advancement opportunities

Why Join Concord?

At Concord Hospitality, we invest in our associates through training and development at all levels. Our “Associate First” culture supports growth, balance, and diversity.

Built on five cornerstones—Quality, Integrity, Community, Profitability, and FUN!—our associates proudly cheer:

“We Are Concord!”

We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.

Salary: $90,000-$100,000

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.