Director of Rooms at The Chanler – Newport, Rhode Island

Job Description

Director of Rooms

JOB SUMMARY

The Director of Rooms at The Chanler at Cliff Walk is a working department head responsible for the full operational, financial, and service performance of the Rooms Division. This role requires daily on-property leadership, direct problem solving, and personal ownership of staffing gaps, service execution, and guest experience outcomes.

The Director of Rooms oversees Guest Services, Housekeeping, Night Audit, Reservations, Revenue Management, and Valet, and is accountable for seamless coordination across departments, strict labor control, and adherence to Forbes Five-Star standards. This role is not administrative in nature and requires consistent floor presence, technical proficiency, and decisive leadership.

KEY RESPONSIBILITIES

Leadership, Ownership & Accountability

• Serve as the operational owner of the Rooms Division, not a delegator of unresolved issues.
• Act as Ambassador of the Property, Guest Advocate, Gracious Host, and Employee Development Leader.
• Maintain a daily, visible presence on the floor, engaging with guests and staff, conducting room inspections, and walking the property to proactively identify issues.
• Personally step in to cover staffing gaps within Rooms when needed, including front desk, night audit, or supervisory coverage, rather than shifting work to other departments or approving avoidable outsourcing.
• Set clear expectations, follow through on commitments, and ensure tasks are completed accurately and on time.

Operational Excellence

• Oversee daily operations of Guest Services, Housekeeping, Night Audit, Reservations, Revenue Management, and Valet.
• Direct and manage the Housekeeping Manager and assume operational oversight of Housekeeping and Laundry when leadership gaps arise.
• Ensure accurate scheduling with proper coverage, anticipating call-outs, high-volume periods, and special events.
• Take responsibility for resolving operational breakdowns rather than escalating them without proposed solutions.
• Ensure all maintenance issues are identified, logged, followed up on, and verified as completed in coordination with Engineering.
• Maintain operational readiness at all times, including during high-stress periods, holidays, and staffing shortages.

Guest Experience & Service Standards

• Ensure a seamless, elevated guest experience that consistently meets or exceeds Forbes Five-Star standards.
• Oversee daily arrivals, departures, room assignments, VIP handling, group coordination, and special requests.
• Personally handle escalated guest concerns with professionalism, empathy, and decisive resolution.
• Monitor service execution in real time and intervene immediately when standards are not met.
• Ensure guest-facing teams are properly trained, informed, and empowered to deliver polished, confident service.

Financial & Labor Management

• Build and manage schedules that meet operational needs without unnecessary labor spend.
• Monitor and control labor costs, overtime, outsourcing, and departmental expenses.
• Take ownership of cost decisions that impact the Rooms Division budget.
• Complete daily, weekly, and monthly reporting accurately and on time.
• Collaborate with Revenue Management to optimize rate strategy, inventory control, and total hotel revenue.

Administrative & Systems Proficiency

• Maintain full working knowledge of all Rooms Division systems, including PMS, reservation platforms, night audit procedures, and reporting tools.
• Ensure night audit processes are followed correctly and discrepancies are resolved promptly.
• Oversee reservation booking portals and the Alice Hotel System.
• Ensure all required reports, audits, and documentation are completed daily and correctly.
• Maintain accurate inventories and operational logs for front office functions.

Staff Management & Development

• Hold staff accountable through clear expectations, regular feedback, and documented follow-through.
• Conduct performance evaluations, coaching conversations, and disciplinary actions when necessary.
• Participate actively in interviewing, hiring, onboarding, and training.
• Ensure staff are cross-trained and operationally competent, reducing dependency on any single individual.
• Model professionalism, urgency, and accountability in all interactions.

Communication & Cross-Department Collaboration

• Lead effective communication through regular meetings, pre-shift briefings, written updates, and follow-ups.
• Coordinate closely with Engineering, Food & Beverage, and Marketing to ensure alignment and execution.
• Ensure all in-room collateral, guest information, and operational materials are accurate, current, and approved.
• Raise concerns early, clearly, and with proposed solutions.

QUALIFICATIONS & EXPECTATIONS

• Minimum five years of front office or rooms leadership experience in a luxury property.
• Demonstrated ability to execute operationally, not just manage theoretically.
• Strong working knowledge of Forbes Travel Guide standards.
• High level of personal organization, follow-through, and attention to detail.
• Ability to manage stress, make decisions quickly, and remain present during operational challenges.
• Willingness to work extended hours, weekends, holidays, and step into coverage as business needs require.

PHYSICAL REQUIREMENTS

• Ability to move, lift, carry, push, pull, and place objects weighing up to 40 pounds without assistance.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, and visual acuity.
• Ability to stand, sit, or walk for extended periods.
• Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.

FINAL NOTE

This role requires active leadership, technical competence, and personal accountability. Success is measured not by delegation alone, but by outcomes: proper coverage, controlled costs, strong service execution, and a stable, well-led Rooms Division.