Director of Rooms

Join the Four Seasons Napa Valley Family! We are looking for a Director of Rooms!

The Four Seasons Resort and Residences Napa Valley is looking for a Director of Rooms who will direct and control the activities of the Front Desk, Concierge, Guest Services, Housekeeping, Laundry, and Spa. This position is part of the Executive Team/Planning Committee.

About the role:

The Director of Rooms will oversee the entire Rooms Division and ensure that standards are met, guests and employees are satisfied, and problems are promptly resolved. The Director of Rooms will take actions that maximize the profit of the division. This person will have strong leadership, interpersonal, and analytical skills, be able to prioritize and adapt to the operation’s changing needs, a solid work ethic, good business acumen, and a passion for service. Must be an experienced operational leader capable of overseeing the Resort in the absence of the General Manager. Prior experience in a mixed-use residential hotel is preferred.

What you will do:

• Directly supervises the Department Heads in the departments named above. Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements, and hotel initiatives. Interviews and trains the staff. Conducts Performance Evaluations and disciplines staff when needed.
• Reviews and monitors staff schedules in all Rooms Division departments. Monitors their activities to ensure that standards are met, the staff is supported, and guest needs are met. Routinely inspects all areas of responsibility in the Rooms Division.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Will resolve complaints in person, by phone, or through written messages. Develops relationships with return guests, group contacts, and other guests to provide personalized service.
• Assures that the financial goals of the division and the hotel are being met. Monitors and controls labor and other divisional expenses such as supplies and equipment. Works closely with Reservations, Sales, and the Front Office to maximize rate, occupancy, and total revenue. Assists in preparing business forecasts. Prepares Annual Budget for the division.
• Maintains close relationships with retail tenants and concessions to ensure revenue and expense targets are met. Makes suggestions to improve revenue, reduce cost, and increase guest satisfaction.
• https://careers.fourseasons.com/us/en/job/REQ10341466/Director-of-Rooms