Rooms Division Director

Durham, NC, USA|Onsite

Job Overview

Benefits

competitive salary

Medical insurance

Dental Insurance

Vision Insurance

Employer-paid life insurance

Employer-paid short-term and long-term disability

Supplemental critical illness and accident coverage

Paid Time Off

401(k) with employer match

Complimentary employee meals

Free on-site parking

Family and friends hotel discounts

Employee assistance program

Job Description

The JB Duke Hotel, located on the esteemed campus of Duke University in Durham, North Carolina, offers a modern, welcoming, and service-focused hospitality experience. Catering to business travelers, university guests, conference attendees, and visitors to the local community, the hotel distinguishes itself through its professional atmosphere, thoughtful service, and a commitment to creating a seamless guest experience. With a dedication to operational excellence, the hotel prides itself on strong leadership and fostering a culture where team members are supported, developed, and empowered to perform at their best. This environment ensures both guest satisfaction and a rewarding workplace for employees.

The JB Duke Hotel is currently seeking an experienced and service-driven Rooms Division Director. This leadership role is pivotal in ensuring an exceptional guest experience and involves overseeing the successful operation of the Rooms Division, which comprises the Front Office, Guest Services, Housekeeping, Laundry, and Security departments. The Rooms Division Director is tasked with making sure all areas within their scope operate efficiently, attentively, and professionally to maintain the highest quality of service. Additionally, the role involves maximizing room revenue, managing expenses, and fostering the development and growth of managers and team members within the division.

This position demands a strong operational leader who possesses excellent communication skills and sound financial judgment. The ideal candidate will be passionate about service and demonstrate the ability to lead teams successfully in a dynamic, fast-paced, full-service hotel environment. Responsibilities include daily operations management, guest satisfaction enhancement, team motivation and development, and collaboration with Human Resources on recruitment and retention. Another key element is maintaining compliance with all property standards, safety protocols, and policies, ensuring staff training and development, and coordinating with other departments to support the hotel’s overall goals.

Moreover, the Rooms Division Director plays a strategic role in monitoring revenue metrics such as occupancy, rate variance, and forecasting future trends to optimize financial performance. Budget oversight, labor cost management, and scheduling are critical responsibilities, along with conducting regular inspections to maintain cleanliness and presentation standards. This role also supports significant projects such as renovations and operational initiatives that enhance both guest experience and operational efficiency. The director participates actively in leadership meetings and manager duties, leveraging technology and communication platforms effectively to monitor VIP guests and special requests.

The JB Duke Hotel offers a competitive salary and a comprehensive benefits package, including medical, dental, and vision insurance, employer-paid life and disability insurance, supplemental critical illness coverage, and generous paid time off. Additional benefits include a 401(k) retirement plan with employer match, complimentary meals, free on-site parking, hotel discounts for family and friends, and an Employee Assistance Program. The workplace promotes professional growth and advancement opportunities, making it an attractive position for hospitality professionals dedicated to excellence in guest service and operational leadership.

Job Requirements

High school diploma or equivalent required
Associate or Bachelor’s degree strongly preferred
Prior Rooms Division leadership experience required
Minimum of two years of department head-level experience preferred
Previous hotel, resort, conference center, or full-service hospitality experience strongly preferred
Strong service orientation with a passion for creating exceptional guest experiences
Proven leadership skills
Strong financial acumen
Excellent verbal and written communication skills
Strong organizational, time-management, analytical, and problem-solving skills
Ability to manage multiple priorities and projects in a fast-paced environment
Ability to work independently and collaboratively
Professional presence and sound judgment
Ability to work a flexible schedule including mornings, evenings, weekends, holidays, and Manager on Duty shifts
Ability to maintain a professional appearance and demeanor at all times

Job Qualifications

High school diploma or equivalent
Associate or Bachelor’s degree strongly preferred
Prior Rooms Division leadership experience
Minimum of two years of department head-level experience preferred
Previous hotel, resort, conference center, or full-service hospitality experience strongly preferred
Strong service orientation with a passion for creating exceptional guest experiences
Proven leadership skills with the ability to coach, develop, motivate, and hold teams accountable
Strong financial acumen with working knowledge of budgeting, forecasting, labor management, productivity, and expense control
Excellent verbal and written communication skills
Strong organizational, time-management, analytical, and problem-solving skills
Ability to manage multiple priorities and ongoing projects in a fast-paced environment
Ability to work independently while also collaborating effectively as part of a leadership team
Professional presence, sound judgment, and the ability to remain composed under pressure
Excellent attention to detail with the ability to adapt to changing business needs
Positive, approachable, and self-motivated leadership style

Job Duties

Lead the daily operations of the Rooms Division including Front Office, Guest Services, Housekeeping, Laundry, and Security
Ensure all guests receive attentive, friendly, courteous, and efficient service at all times
Respond to guest requests, concerns, complaints, incidents, and service opportunities in a timely and professional manner
Motivate, coach, counsel, and develop Rooms Division managers and team members in accordance with hotel standards and expectations
Partner with Human Resources to support recruiting, interviewing, hiring, onboarding, training, and retention efforts within the Rooms Division
Maintain strong team member morale through consistent communication, leadership presence, training, recognition, and accountability
Promote open communication and positive working relationships with managers, team members, and other departments
Ensure compliance with all property policies, procedures, service standards, safety expectations, and Rooms Division operating standards
Monitor training completion and ensure managers and team members are properly trained on service standards, position expectations, and departmental procedures
Review daily occupancy, room revenue, rate variance, house count, selling status, allowances, and other key Rooms Division reports to maximize revenue and operational performance
Monitor oversold dates and partner with appropriate leaders to support effective room inventory and revenue management
Assist with revenue, occupancy, and 30-60-90 day forecasting
Monitor departmental expenses, labor costs, productivity, and scheduling to ensure financial goals are met
Prepare and manage the Rooms Division annual budget
Conduct daily walkthroughs of Rooms Division operating areas, greeting team members, observing service levels, and identifying opportunities for improvement
Conduct weekly guest room and public space inspections with the Director of Housekeeping and Chief Engineer to ensure cleanliness, maintenance, and presentation standards are met
Coordinate and support major projects including renovations, capital improvements, equipment changes, and operational initiatives
Conduct regularly scheduled Rooms Division meetings to review operational trends, guest feedback, financial performance, team member needs, and opportunities for improvement
Develop department leaders through coaching, feedback, succession planning, and professional development
Attend required leadership, operations, and manager meetings
Participate in the Manager on Duty program as scheduled
Maintain strong knowledge of the Front Office system, reporting tools, guest communication platforms, and other operating technology
Monitor VIPs, special guests, guest preferences, and special requests to ensure proper communication and execution
Partner with Sales, Marketing, Revenue Management, Engineering, Food & Beverage, and other departments to support overall property goals
Develop, implement, and support programs that enhance guest satisfaction, service quality, operational efficiency, and team member engagement
Ensure accurate documentation and follow-up related to guest incidents, team member matters, service concerns, safety issues, and operational communication
Perform additional duties and responsibilities as requested by the General Manager