Director of Rooms

JOB SUMMARY The Director of Rooms functions as the strategic business leader of the property's Rooms Division and is responsible for the overall leadership, planning, development, implementation, and performance of Front Office, Housekeeping, Guest Services, Recreation, Concierge, Bell Services, and other Rooms-related operations. This role ensures the delivery of exceptional guest experiences, drives operational excellence, maximizes revenue opportunities, enhances employee engagement, and achieves financial objectives while maintaining Marriott brand standards. The Director of Rooms works closely with property leadership to develop and execute departmental and property-wide strategies that support business goals, increase guest satisfaction, improve operational efficiency, and deliver strong financial returns for the ownership and management company. KEY RESPONSIBILITIES I. Rooms Operations Management Lead and oversee all Rooms Division operations including Front Office, Housekeeping, Guest Services, Concierge, Bell Services, Recreation, and related departments. Develop and implement operational strategies aligned with Marriott brand standards and business objectives. Ensure seamless coordination between Rooms departments and all operational areas throughout the property. Monitor occupancy levels, room inventory, arrivals, departures, room readiness, and service delivery standards. Ensure effective execution of operational procedures, service standards, and departmental policies. Drive operational efficiencies that enhance guest experiences while maximizing productivity. Maintain strong collaboration with Engineering, Food & Beverage, Sales & Marketing, and other operational departments. Ensure Rooms Division operations consistently meet or exceed established service, quality, and performance standards. II. Quality Assurance & Brand Standards Champion Marriott's service vision and ensure consistent execution of brand standards across all Rooms operations. Conduct regular inspections, audits, and reviews to ensure operational excellence and brand compliance. Monitor service delivery standards and implement corrective action plans where necessary. Ensure guest rooms, public areas, and guest service touchpoints reflect Marriott quality expectations. Promote continuous improvement initiatives to enhance operational performance and guest satisfaction. Establish a culture focused on attention to detail, service excellence, and accountability. Lead departmental readiness for brand audits, quality assurance reviews, and operational assessments. III. Financial & Business Performance Develop and manage Rooms Division budgets, forecasts, operating expenses, and business plans. Drive departmental profitability through effective revenue management, productivity improvements, and expense control. Analyze operational and financial reports to identify business opportunities and performance gaps. Monitor room revenue performance against budget and forecast targets. Review labor costs, payroll expenses, scheduling efficiency, and departmental productivity metrics. Audit departmental expenses regularly and implement cost-control measures where appropriate. Partner with Revenue Management and Sales teams to optimize occupancy, average daily rate (ADR), and revenue opportunities. Ensure Rooms Division contributes positively to the property's overall financial performance and profitability goals. IV. Revenue Management & Commercial Performance Support strategies that maximize room revenue, occupancy, and overall guest value. Monitor room inventory management, rate strategies, promotions, and upselling opportunities. Review Rooms Division performance against revenue and business targets. Collaborate with Revenue Management and Sales leaders to execute commercial initiatives effectively. Coach department leaders on managing controllable expenses while supporting revenue growth. Support the implementation of promotions, loyalty initiatives, and guest retention programs. Ensure operational execution supports the hotel's market positioning and revenue strategies. V. Guest Experience & Service Excellence Champion exceptional guest experiences throughout all Rooms Division touchpoints. Ensure prompt and effective handling of guest concerns, service recovery situations, and operational challenges. Regularly interact with guests to obtain feedback regarding service quality, facilities, and overall satisfaction. Review guest satisfaction results and implement strategic action plans to improve performance. Lead initiatives that enhance guest loyalty, retention, and brand advocacy. Promote a guest-centric culture that anticipates needs and exceeds expectations. Empower departmental leaders and associates to make service-focused decisions. Continuously seek innovative ways to improve guest experiences and service delivery. VI. Leadership & Team Development Provide strategic leadership, direction, and guidance to Rooms Division leaders and associates. Establish clear performance expectations, objectives, and accountability measures. Foster a culture of teamwork, collaboration, engagement, and service excellence. Coach, mentor, and develop departmental leaders to strengthen management capabilities. Identify high-potential talent and support succession planning initiatives. Conduct regular performance reviews and development discussions. Champion change initiatives and drive implementation of Marriott and regional business priorities. Model leadership behaviors that reflect Marriott values and service culture. VII. Human Resources & Talent Management Lead recruitment, interviewing, selection, onboarding, and retention efforts across the Rooms Division. Ensure staffing levels appropriately support guest service standards and operational needs. Promote associate engagement, recognition, development, and retention strategies. Maintain open communication and encourage employee feedback through an open-door leadership approach. Review employee engagement and satisfaction results and implement action plans accordingly. Ensure performance management, coaching, disciplinary procedures, and documentation comply with company policies and procedures. Foster a workplace culture built on fairness, diversity, inclusion, and equal opportunity. Support career development and advancement opportunities within the Rooms Division. VIII. Communication & Cross-Functional Collaboration Partner closely with Housekeeping, Front Office, Engineering, Food & Beverage, Sales & Marketing, Finance, Human Resources, and Revenue Management teams. Ensure departmental objectives and operational priorities are communicated clearly and effectively. Lead Rooms Division meetings, operational briefings, and leadership discussions. Provide regular operational updates, performance reports, and business recommendations to hotel leadership. Coordinate property-wide initiatives that impact guest experiences and operational effectiveness. Ensure guest feedback, operational concerns, and improvement opportunities are communicated and addressed promptly. Support collaboration across all departments to achieve overall hotel goals and objectives. IX. Compliance, Safety & Risk Management Ensure compliance with Marriott policies, SOPs, LSOPs, and regulatory requirements. Promote a safe environment for guests, associates, and visitors. Ensure emergency procedures, safety protocols, and risk management programs are implemented and maintained. Monitor workplace health, safety, and security standards throughout all Rooms operations. Maintain accurate records relating to audits, inspections, incidents, compliance, and risk management activities. Proactively identify operational risks and implement corrective actions to minimize disruptions. Support environmental sustainability, resource conservation, and responsible business initiatives. Our Benefits Exclusive staff discounts on hotel accommodation and food & beverage across all Marriott International properties for you, your family, and friends Career growth and development through Marriott’s global learning and training programs Employment with a globally recognized hospitality brand committed to diversity, inclusion, and equal opportunity Duty meals provided Associate transportation provided Prorated unused sick leave paid out at year end Relocation Benefit for Overseas candidates Education and Experience Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field from an accredited institution. Minimum 5 years of progressive leadership experience in Rooms Division Operations, Front Office, Housekeeping, Guest Services, or Hospitality Management. Proven experience leading multiple Rooms Division functions within a hotel, resort, or similar hospitality environment. Strong understanding of Marriott brand standards, guest satisfaction programs, and luxury hospitality service expectations. Demonstrated experience managing departmental budgets, labor costs, forecasting, and operational performance. Strong commercial acumen with knowledge of revenue management, occupancy optimization, and business performance metrics. Proven leadership, coaching, mentoring, and talent development capabilities. Excellent communication, interpersonal, negotiation, and stakeholder management skills. Strong analytical, problem-solving, and decision-making abilities. Ability to interpret operational and financial reports and make data-driven business decisions. Thorough knowledge of workplace health and safety, compliance, and risk management practices. Proficiency in hotel property management systems, revenue management systems, and Microsoft Office applications. Ability to work in a fast-paced hospitality environment and manage multiple operational priorities. Flexibility to work weekends, public holidays, and operational schedules as required. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.