Rooms Division Director

Located on the campus of Duke University, the JB Duke Hotel offers a modern, welcoming, and service-focused hospitality experience for business travelers, university guests, conference attendees, and visitors to the Durham community. The JB Duke Hotel is known for its professional atmosphere, thoughtful service, and commitment to creating a seamless guest experience.

Our success is built on strong leadership, operational excellence, and a culture where team members are supported, developed, and empowered to do their best work.

We are currently seeking an experienced and service-driven Rooms Division Director to lead our Rooms Division team and help ensure an exceptional experience for our guests, team members, and university partners.

Position Summary

The Rooms Division Director is responsible for the successful leadership and operation of the Rooms Division, including Front Office, Guest Services, Housekeeping, Laundry, and Security. This position ensures that all areas of the Rooms Division operate in an attentive, friendly, efficient, and professional manner while supporting guest satisfaction, maximizing room revenue, managing expenses, and developing managers and team members.

The ideal candidate will be a strong operational leader with excellent communication skills, sound financial judgment, a passion for service, and the ability to lead teams in a fast-paced, full-service hotel environment.

Responsibilities

• Lead the daily operations of the Rooms Division, including Front Office, Guest Services, Housekeeping, Laundry, and Security.
• Ensure all guests receive attentive, friendly, courteous, and efficient service at all times.
• Respond to guest requests, concerns, complaints, incidents, and service opportunities in a timely and professional manner, following up to ensure guest satisfaction.
• Motivate, coach, counsel, and develop Rooms Division managers and team members in accordance with hotel standards and expectations.
• Partner with Human Resources to support recruiting, interviewing, hiring, onboarding, training, and retention efforts within the Rooms Division.
• Maintain strong team member morale through consistent communication, leadership presence, training, recognition, and accountability.
• Promote open communication and positive working relationships with managers, team members, and other departments.
• Ensure compliance with all property policies, procedures, service standards, safety expectations, and Rooms Division operating standards.
• Monitor training completion and ensure managers and team members are properly trained on service standards, position expectations, and departmental procedures.
• Review daily occupancy, room revenue, rate variance, house count, selling status, allowances, and other key Rooms Division reports to maximize revenue and operational performance.
• Monitor oversold dates and partner with appropriate leaders to support effective room inventory and revenue management.
• Assist with revenue, occupancy, and 30-60-90 day forecasting.
• Monitor departmental expenses, labor costs, productivity, and scheduling to ensure financial goals are met.
• Prepare and manage the Rooms Division annual budget.
• Conduct daily walkthroughs of Rooms Division operating areas, greeting team members, observing service levels, and identifying opportunities for improvement.
• Conduct weekly guest room and public space inspections with the Director of Housekeeping and Chief Engineer to ensure cleanliness, maintenance, and presentation standards are met.
• Coordinate and support major projects, including renovations, capital improvements, equipment changes, and operational initiatives.
• Conduct regularly scheduled Rooms Division meetings to review operational trends, guest feedback, financial performance, team member needs, and opportunities for improvement.
• Develop department leaders through coaching, feedback, succession planning, and professional development.
• Attend required leadership, operations, and manager meetings.
• Participate in the Manager on Duty program as scheduled.
• Maintain strong knowledge of the Front Office system, reporting tools, guest communication platforms, and other operating technology.
• Monitor VIPs, special guests, guest preferences, and special requests to ensure proper communication and execution.
• Partner with Sales, Marketing, Revenue Management, Engineering, Food & Beverage, and other departments to support overall property goals.
• Develop, implement, and support programs that enhance guest satisfaction, service quality, operational efficiency, and team member engagement.
• Ensure accurate documentation and follow-up related to guest incidents, team member matters, service concerns, safety issues, and operational communication.
• Perform additional duties and responsibilities as requested by the General Manager.

• High school diploma or equivalent required.
• Associate or Bachelor’s degree strongly preferred.
• Prior Rooms Division leadership experience required.
• Minimum of two years of department head-level experience preferred.
• Previous hotel, resort, conference center, or full-service hospitality experience strongly preferred.
• Strong service orientation with a passion for creating exceptional guest experiences.
• Proven leadership skills with the ability to coach, develop, motivate, and hold teams accountable.
• Strong financial acumen with working knowledge of budgeting, forecasting, labor management, productivity, and expense control.
• Excellent verbal and written communication skills.
• Strong organizational, time-management, analytical, and problem-solving skills.
• Ability to manage multiple priorities and ongoing projects in a fast-paced environment.
• Ability to work independently while also collaborating effectively as part of a leadership team.
• Professional presence, sound judgment, and the ability to remain composed under pressure.
• Excellent attention to detail with the ability to adapt to changing business needs.
• Positive, approachable, and self-motivated leadership style.
• Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and Manager on Duty shifts as business needs require.
• Ability to maintain a professional appearance and demeanor at all times.

We offer a comprehensive benefits package designed to support the health, well-being, and professional growth of our team members, including:

• Competitive salary
• Medical, Dental, and Vision Insurance
• Employer-paid Life Insurance
• Employer-paid Short-Term and Long-Term Disability
• Supplemental Critical Illness and Accident coverage
• Generous Paid Time Off (including 8 paid holidays)
• 401(k) with employer match, available after six months of employment
• Complimentary employee meals
• Free on-site parking
• Family & Friends hotel discounts
• Employee Assistance Program
• Opportunities for growth and advancement in a collaborative, service-focused hospitality environment