Executive Director of Rooms Operations

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.

At Crescent Hotels & Resorts, we understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

We are committed to providing you with:

• Excellent compensation package 
• Operational incentive plan eligibility
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Professional development opportunities
• 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.
• Reviews daily with revenue team and operational leaders, future room pick up and monitors 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.
• Walks 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.
• Team Leadership & Development:
• 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.