Director of Rooms Operations

Title: Director of Rooms Operations

The Director of Rooms Operations oversees the Front Office, Housekeeping, Laundry, and Guest Services to deliver an exceptional and seamless guest experience from arrival to departure. Reporting to the General Manager, this role drives operational excellence, guest satisfaction, and financial performance across all Rooms divisions, ensuring adherence to Pursell Farms’ brand standards, regulatory requirements, and commitment to hospitality excellence.

• Oversee daily operations of Front Office, Housekeeping, Laundry, and Guest Services to ensure consistent, superior service.
• Enforce Rooms standards, policies, and procedures across all departments.
• Lead all aspects of guest arrival and departure, ensuring prompt, professional, and friendly service.
• Respond quickly to guest inquiries, requests, and concerns, resolving issues to maintain high satisfaction scores.
• Review guest feedback and service metrics; identify and implement service improvements.
• Ensure all Rooms team members maintain professional appearance, grooming, and engagement standards.
• Maintain comprehensive knowledge of Pursell Farms’ facilities, services, and activities to assist staff in providing accurate, personalized recommendations.
• Personally greet and assist VIP guests, ensuring experiences reflect Pursell Farms’ highest service standards.

• Recruit, train, and retain a motivated, service-driven team across all Rooms divisions.
• Communicate clear performance expectations; provide consistent coaching and feedback.
• Ensure completion and documentation of all required training, including orientation, safety, and service.
• Promote teamwork, accountability, and a positive culture aligned with Pursell Farms’ values.
• Conduct performance reviews, salary adjustments, and disciplinary actions fairly and consistently.
• Foster a safe, inclusive, and harassment-free workplace.

• Develop and manage annual budgets and objectives for all Rooms departments.
• Monitor expenses, payroll, and productivity to meet financial goals.
• Partner with Sales & Marketing to support room sales, group business, and promotions.
• Evaluate vendors and suppliers for quality, cost efficiency, and reliability.
• Recommend operational enhancements and cost-saving initiatives to the General Manager.

• Enforce all safety, sanitation, and emergency procedures across Rooms operations.
• Ensure staff are trained in life safety, emergency response, and guest security protocols.
• Partner with Security to maintain a safe, secure, and welcoming environment for guests and staff.
• Respond to and report incidents promptly, minimizing risk and protecting Pursell Farms’ reputation.
• Oversee Manager-on-Duty and Emergency Response programs as assigned.

• Conduct daily inspections of guest rooms, public areas, laundry facilities, and Front Office spaces for cleanliness, maintenance, and presentation.
• Ensure staff compliance with cash handling and credit card procedures.
• Maintain preventive maintenance programs to protect assets and reduce downtime.
• Coordinate repairs and improvements with Engineering and Maintenance.
• Recommend facility upgrades, equipment purchases, and efficiency improvements.

• Complete departmental reports and documentation accurately and on time.
• Contribute to budget preparation, forecasting, and operational planning.
• Participate in special projects, task forces, and committees as assigned.
• Ensure compliance with all Pursell Farms policies, brand standards, and applicable regulations.
• Perform other duties as assigned.
  

Education

• Bachelor’s degree in Hospitality Management, Business, or related field required.
• Certification such as Certified Hospitality Housekeeping Executive preferred.
• Strong experience in Front Office, Housekeeping, Laundry, and Guest Services required.

Skills & Abilities

• Strong financial acumen with experience in budgeting, forecasting, and analysis.
• Proven leadership and team-building skills across multiple operational areas.
• Excellent communication and interpersonal abilities with guests, staff, and vendors.
• Proficiency in MS Office and property management systems.
• Exceptional problem-solving, decision-making, and organizational skills.
• Flexibility to work evenings, weekends, and holidays as needed.
• Serves as a professional and enthusiastic ambassador of Pursell Farms at all times.