The posting
Job Title: Director of Rooms
Department: Rooms
Reports To: General Manager
Status: Full-Time, Exempt
Salary: $140,000 to $150,000
Benefits: Eligible – Health/Dental/Vision/401K/Company Discounts
Location: Gurney’s Montauk Resort & Seawater Spa, Montauk, NY
About Us: Gurney’s Montauk Resort & Seawater Spa is a premier luxury destination offering unparalleled oceanfront experiences in Montauk. Our mission is to create a unique, effortlessly elegant experience for our guests.
Job Summary: The Director of Rooms is a senior leadership role responsible for overseeing all aspects of room operations, including Housekeeping, Front Office, Guest Services, and related support services. A successful Director of Rooms will need to a strong Housekeeping background that involves hands-on leadership over at least five years, ideally in a high volume, luxury resort property. This individual will lead by example in delivering exceptional guest experiences, developing a high-performing team, and ensuring operational excellence in alignment with Gurney’s luxury standards. The role involves collaborating with other department heads, optimizing revenue, managing budgets, and enhancing operational efficiency to maintain the highest levels of guest satisfaction and team engagement. The Director of Rooms serves as a senior leader for the Gurney’s brand and serves on the Gurney’s Montauk Planning Committee. The Director of Rooms position is not eligible for company housing.
Key Responsibilities:
- Leadership & Management
- Oversee daily operations of the Housekeeping, Front Office and Guest Services departments, ensuring a seamless guest experience and adherence to Gurney’s standards.
- Develop, mentor, and lead a team of managers and associates, fostering a culture of excellence, accountability, and continuous improvement.
- Conduct regular performance reviews, provide coaching, and identify training needs to promote team development.
- Serve as a role model in promoting Gurney’s values and upholding a guest-centric approach.
- Guest Experience & Quality Assurance
- Ensure the delivery of memorable guest experiences by maintaining high standards of service and resolving guest issues promptly and effectively.
- Regularly inspect rooms, public spaces, and other areas to ensure cleanliness, functionality, and ambiance meet Gurney’s luxury standards.
- Lead the implementation of guest feedback strategies and leverage feedback to improve room and service quality.
- Operational Excellence & Efficiency
- Implement and monitor operational procedures that enhance efficiency, reduce costs, and maximize revenue, while maintaining a high standard of service.
- Ensure all room operations adhere to regulatory and health and safety standards.
- Collaborate with other department leaders to ensure smooth cross-departmental processes, especially between Front Office, Housekeeping, and Maintenance.
- Financial & Budgetary Oversight
- Prepare and manage the department’s annual budget, forecasting operational expenses and revenue.
- Track key performance indicators (KPIs) such as occupancy rates, ADR, and guest satisfaction scores, and develop action plans to meet or exceed targets.
- Identify opportunities for operational cost savings and revenue enhancement, ensuring responsible management of resources.
- Strategic Planning & Project Management
- Lead room operation initiatives and projects, including renovation efforts, policy changes, and process improvements, ensuring minimal disruption to guests.
- Partner with the sales and marketing team to implement strategies that drive occupancy, promote room upgrades, and optimize room revenue.
- Stay updated on industry trends and luxury standards, implementing best practices and innovative solutions that elevate the guest experience.
Qualifications
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field (or equivalent experience).
- Minimum of 5-7 years of progressive experience in room operations, preferably in a luxury resort or high-end hotel environment.
- Strong leadership skills with experience managing multi-department teams in a high-demand setting.
- Proven ability to manage budgets, analyze data, and make strategic decisions.
- Excellent communication, organizational, and interpersonal skills.
- Proficiency with hospitality software such as OPERA and HotSos is preferred.
Physical Requirements
- Mobility: Ability to move frequently around the property, including walking, standing, bending, reaching, and navigating different areas. This often includes inspecting rooms, common areas, and facilities.
- Lifting and Carrying: Occasionally required to lift or carry items, such as supplies or luggage, generally up to 25-50 pounds, to assist staff or guests when necessary.
- Visual and Auditory Requirements: Strong visual and auditory abilities are essential for monitoring cleanliness, guest interactions, and team coordination. Directors often need to observe detailed aspects of room setups, cleanliness standards, and guest areas.
- Computers & Electronics: Must be able to operate a computer, phone, and other office equipment for extended periods, as well as handle radios or other communication devices as needed.
- Standing and Sitting: Prolonged periods of both standing (during inspections or managing guest interactions) and sitting (for administrative work, meetings, and reporting) are common.
- Flexible Scheduling: Since this role may require presence during peak times, weekend and holiday availability are often essential, meaning flexibility to work longer or unusual hours can be a physical consideration.
