Job Description

The Marker Union Square, a distinctive lifestyle boutique hotel in the heart of San Francisco, is seeking an experienced Director of Rooms to join our Leadership Team.

The Director of Rooms provides strategic and operational leadership across the Rooms Division, with direct oversight of Front Office and Housekeeping. This highly visible leader is responsible for creating a seamless guest journey, developing strong department leaders, maintaining exceptional service standards, and ensuring the Rooms Division operates efficiently and profitably.

The ideal candidate is a hands on hospitality leader who understands the importance of both the big picture and the details that shape the guest experience.

Key Responsibilities

Rooms Division Leadership

• Lead and oversee Front Office and Housekeeping operations.
• Coach, mentor, and develop Department Heads and emerging leaders while establishing clear expectations and accountability.
• Maintain a visible presence throughout the hotel and ensure consistent communication across the Rooms Division.
• Partner with the Managing Director and Leadership Team on hotel strategy, operational priorities, and overall property performance.

Guest Experience

• Champion the guest journey from arrival through departure and ensure luxury service standards are consistently delivered.
• Monitor guest feedback, quality assurance scores, online reputation, and other guest experience metrics.
• Oversee service recovery, VIP and loyalty guest experiences, and complex guest concerns.
• Review Coyle and other quality assurance results and establish action plans to address opportunities and celebrate successes.

Operational Excellence

• Ensure Front Office and Housekeeping operate efficiently and collaboratively.
• Conduct regular inspections of guest rooms, public spaces, and operational areas to maintain established standards.
• Ensure room readiness, cleanliness, presentation, and service standards are consistently maintained.
• Maintain current departmental policies, procedures, operating standards, and training programs.
• Identify opportunities to improve processes, efficiency, and the overall guest experience.

Financial Performance

• Monitor Rooms Division labor, expenses, productivity, and overall financial performance.
• Partner with Finance and the Managing Director on budgeting, forecasting, and business planning.
• Manage departmental labor and scheduling to balance service excellence with financial objectives.
• Identify opportunities to improve efficiency and maximize departmental performance.

Team Member Leadership

• Foster a culture of accountability, collaboration, recognition, and exceptional service.
• Partner with People & Culture on recruitment, onboarding, engagement, retention, training, and performance management.
• Develop future leaders through coaching, feedback, and meaningful development opportunities.
• Lead by example and create an environment where Team Members feel supported and empowered to succeed.

Qualifications

• 5 to 7+ years of progressive Rooms or hotel operations leadership experience, preferably within luxury or upper upscale hospitality.
• Previous Director of Rooms, Assistant Director of Rooms, or comparable leadership experience preferred.
• Proven experience leading Department Heads and managing through other leaders.
• Strong understanding of Front Office, Housekeeping, guest experience, and hotel financials.
• Strong leadership, communication, organizational, and problem solving skills.
• Ability to balance operational demands, financial objectives, and exceptional guest service.
• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.

Compensation & Benefits

Salary: $105,000 to $120,000 annually, based on experience and qualifications

Incentive: 35% annual bonus potential

Phone Reimbursement: $150 per month

Commuter Benefit: $104 monthly prepaid commuter card

Complimentary Dry Cleaning

Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records for employment.