Job Description

Job Location: NC The Umstead Hotel and Spa - Cary, NC 27513
Position Type: Full Time
Job Shift: Flex AM/PMDirector of Rooms –

The Director of Rooms provides inspirational leadership through a visible, hands-on approach across all areas of accommodations, guest services, and safety operations at The Umstead Hotel & Spa. This role exemplifies Ownership’s vision and the hotel’s core values, particularly a deep commitment to fairness, respect, and excellence for all associates.
As a key member of the Hotel Leadership Team, the Director of Rooms reports directly to the General Manager and plays a vital role in shaping the guest experience, associate culture, and operational success of the property.
Recognizing that The Umstead Hotel & Spa is a treasured gift to the community, the Director of Rooms consistently demonstrates the following principles:
- Foster a culture of respect and inclusion that resonates throughout the organization and the broader community, reinforcing the hotel’s reputation as an employer of choice.
- Deliver warm, intuitive, and creative service experiences that define the hotel’s genuine hospitality and create meaningful, lasting memories for guests.
- Strengthen the hotel’s brand image and community presence through thoughtful participation in industry and community organizations.
Operational Leadership:
- Provide strategic and operational leadership for Front Office, Housekeeping, Laundry, and Loss Prevention departments to ensure seamless service delivery and exceptional guest experiences.
- Maintain impeccable cleanliness and presentation of all guest rooms, public spaces, and back-of-house areas, consistently meeting luxury standards.
- Oversee third-shift cleaning contracts, ensuring quality standards, compliance, and timely service delivery.
- Monitor daily laundry production, quality control practices, and results; oversee valet services and uniform cleaning contracts.
- Ensure accurate linen inventories are conducted three times annually and that replacement orders are completed for Rooms, Food & Beverage, and Spa operations.
- Maintain daily involvement in Front Office operations, including front desk, concierge, bell services, lobby ambassadors, and valet parking.
Safety, Security & Risk Management:
- Collaborate closely with the Loss Prevention/Security team to ensure adherence to emergency procedures, investigations, and asset protection protocols.
- Build and maintain strong working relationships with local police, fire, and emergency medical agencies to ensure priority response when required.
- Ensure all operational areas are maintained in a clean, organized, and safe manner to protect guests, associates, and hotel assets.
Financial & Administrative Oversight:
- Exercise disciplined financial management, including labor control and divisional expense oversight.
- Lead or support renovation initiatives and capital improvement projects from planning through execution.
- Ensure full compliance with county health codes and consistently achieve high inspection scores.
- Champion and enforce hotel-wide GREEN initiatives and sustainability practices.
Talent Development & Culture
- Actively engage in associate training, coaching, and development to support retention and minimize turnover.
- Build and mentor a strong leadership team within the Rooms Division, emphasizing professional growth, accountability, and service excellence.
Leadership Competencies:
- Promotes open communication and collaboration across all departments, prioritizing the overall success of the hotel and spa.
- Leads with a guest-first mindset while balancing service excellence with financial performance.
- Demonstrates passion for creativity, innovation, and continuous improvement through a hands-on leadership style.
- Exhibits strong verbal, written, and administrative communication skills.
- Makes thoughtful, accurate, and strategic decisions in both routine and high-pressure situations.
- Maintains a calm, organized presence and coaches associates in conflict resolution through sound judgment and reasoning.
Key Skills for Success:
- Ability to work a flexible schedule, including AM and PM shifts, weekends, and peak operational periods.
- Visible leadership during the hotel’s highest activity times.
- Proven ability to build, lead, and retain a high-performing management team within the Rooms Division.

Qualifications:
- Bachelor’s degree from an accredited four-year college or university.
- Minimum of eight (8) years of hotel management experience in full-service or luxury hotel environments.
- Strong computer proficiency in standard business applications.
- Experience with Opera Property Management System preferred.