Director of Rooms
Duties include: Operations & Guest Experience
- Lead all aspects of Front Desk and Housekeeping operations to deliver a seamless, high-quality guest experience.
- Drive service excellence aligned with Hyatt Centric brand standards and guest expectations.
- Monitor and improve key performance metrics (e.g., guest satisfaction scores, cleanliness scores, service response times).
- Ensure compliance with all safety, cleanliness, and operational protocols.
- Direct, coach, and develop department leaders and line colleagues within the Rooms Division.
- Foster a culture of accountability, engagement, and continuous improvement.
- Manage labor relations in a unionized environment, including adherence to CBAs, grievance handling, and collaboration with union representatives.
- Partner with HR on recruitment, training, performance management, and succession planning.
- Develop and manage departmental budgets, forecasts, and capital expenditures.
- Partner closely with Finance to monitor labor productivity, control costs, and optimize operational efficiency.
- Analyze financial reports and operational data to drive informed decision-making and performance improvements.
- Collaborate with the Leadership Team to review monthly operational results to ownership.
- Work closely with third-party operators responsible for Parking, Security, and Food & Beverage to ensure alignment in service delivery and guest experience.
- Establish clear communication channels and performance expectations with external partners.
- Collaborate with other hotel departments to ensure cohesive operations across the property.
- Ensure adherence to Hyatt policies, brand standards, and local/regulatory requirements.
- Maintain high standards of safety, security, and risk management across the Rooms Division.
- Demonstrated ability to effectively interact with people of cultural, disability, and ethnic backgrounds
- 6 years or more of progressive hotel Rooms experience (typically with Hyatt)
- Experience with CBA Experience or other City Regulated Working Rules
- With opening hotels, previous hotel pre-opening experience preferred
- Service oriented style with professional presentations skills
- At least 5 years experience in a senior role in a hotel rooms area
- Proven leadership skills
- Hotel/Hospitality degree an asset
- Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
- Clear concise written and verbal communication skills in English
- Must be proficient in Microsoft Word and Excel
- Must have excellent organizational, interpersonal and administrative skills
- Maintain communications with Corporate Staff
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