Job Details

The Executive Director of Rooms Operations will be responsible for the overall leadership and management of the rooms division Colonial Williamsburg Hospitality. The resort comprises a mix use of hotel offerings for luxury, full and select service and historic housing that incorporates 790 rooms. This position plays a critical role in ensuring the highest level of guest satisfaction, operational efficiency, and financial success across all Rooms-related functions, including Front Office, Housekeeping, Guest Services, and Concierge operations.

The ideal candidate will have a proven track record in leading large teams within the hospitality industry, with a focus on luxury resorts or hotels, and a commitment to creating memorable guest experiences.

We are committed to providing you with:

• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Discounts with our Crescent managed properties in North America for you & your family members
• Associate discounts at resort facilities

ESSENTIAL JOB FUNCTIONS:

• Strategic Leadership:
• Provide strategic direction, leadership, and support to the entire Rooms Division, ensuring alignment with Colonial Williamsburg Hospitality overall vision, mission, and guest service objectives.
• Implement daily quality processes that include daily communications to all hotel leadership groups.
• Collaborate with senior leadership across all disciplines on key operational strategies, business planning, and budget/forecast management.
• Review daily with revenue team and operational leaders, future room pick up and monitor room inventory including but not limited to room type availability.
• Continuously identify opportunities for improving operational efficiency, enhancing guest satisfaction, and increasing revenue.
• Operations Management:
• Oversee all aspects of the rooms division, including Front Desk, Housekeeping, Concierge, Bell Services, and Guest Services to ensure smooth, efficient, and quality operations.
• Walk all properties daily with housekeeping and maintenance leadership to ensure high standards of cleanliness, maintenance, and presentation are maintained throughout the properties.
• Attend daily morning communication Stand Ups at all properties.
• Plan, organize and participate in a variety of departmental meetings within Colonial Williamsburg Hospitality as well as with Colonial Williamsburg Foundation leadership.
• Analyze operational performance metrics to identify areas for improvement and implement corrective actions when necessary.
• Hold weekly financial and GSS meetings with rooms leadership to provide financial analysis to the goal.
• Attend weekly Senior Leadership meetings.
• Guest Experience & Satisfaction:
• Champion a guest-centric culture and ensure exceptional guest experiences throughout the resort including adhering to Forbes luxury standards.
• Address and resolve guest complaints, ensuring prompt and professional responses to any concerns within 48 hours.
• Monitor guest feedback, review scores, and implement initiatives to drive continuous improvement in guest satisfaction.
• Spend time each day in the hotel's lobby meeting and greeting guests and ensuring that a guest-first culture is displayed consistently.
• Demonstrate the skill set needed to assist front office or housekeeping in times of guest need.
• Recruit, train, mentor, and lead a large team of Rooms Division professionals, fostering a positive work environment and encouraging growth and development.
• Implement and maintain training programs to ensure staff delivers exceptional guest service and operates at peak efficiency.
• Conduct regular performance evaluations and provide coaching and feedback to team members.
• Financial & Budget Management:
• Develop and manage the Rooms Division budget, including labor costs, departmental expenses, and revenue forecasting.
• Prepare bi-monthly rooms forecast on or before stated due dates.
• Monitor financial performance, control operational costs, and ensure that departmental goals align with overall financial objectives.
• Identify opportunities for incremental revenue, including room upgrades, ancillary services, and upselling initiatives.

Qualifications:

• Minimum of 10 years of progressive leadership experience in hotel or resort operations, with at least 5 years in a senior management role at Independent and Marriott full-service hotels.
• Proven experience managing large-scale properties, ideally in luxury hotels or resorts with a focus on guest services, housekeeping, and front office operations.
• Strong financial acumen, with the ability to manage large budgets, analyze financial data, and drive profitability.
• Exceptional leadership skills with a track record of building, developing, and motivating large teams.
• Excellent communication, problem-solving, and organizational skills.
• Proficiency in hotel management software (PMS) Opera, Microsoft Office Suite, Medallia Guest Satisfaction platform.
• Ability to work flexible hours, including nights, weekends, and holidays based on occupancy demand.

Preferred Qualities:

• Bachelor's degree in hospitality management, Business Administration, or a related field strongly preferred.
• A passion for hospitality and delivering unparalleled guest experiences.
• A forward-thinking leader with a strong understanding of trends and innovations within the hospitality industry.
• Experience with sustainability initiatives and a commitment to environmentally friendly operations.
• In-depth knowledge of front office and housekeeping standards.
• High-level knowledge in luxury brands including Forbes Four and Five-Star standards.