JOB SUMMARY
The Director of Rooms Operations is the strategic and operational leader, responsible for all aspects of Front Office, Housekeeping, Guest Services, and Maintenance operations. This role ensures full alignment with Marriott brand standards while driving exceptional guest experience, strong financial performance, and high associate engagement. The Director of Rooms Operations maintains a hands-on leadership approach, actively engaging in daily operations, coaching leaders, decision-making and ensuring service excellence at all levels.
JOB RESPONSIBILITIES
This position is responsible for the following tasks:
· Lead all departments: Front Office, Housekeeping, Guest Services, and Maintenance
· Maintain a highly visible, hands-on leadership presence in daily operations
· Conduct weekly formal inspections of guest rooms, public areas, and back-of-house spaces
· Ensure consistent execution of Marriott brand standards and service culture
· Lead and support Marriott Bonvoy enrollment goals and guest loyalty initiatives
· Drive cross-department collaboration with Food & Beverage and Sales Management.
· Participate in Executive Committee meetings and property-wide strategy discussions.
· Develop and manage annual operations budgets (labor, expenses, and operational costs)
· Maintain strict labor control across Housekeeping, Front Office, and Maintenance
· Analyze daily and monthly P&L performance and implement corrective actions
· Track key metrics including Occupancy, ADR, RevPAR, and CPOR (Cost Per Occupied Room)
· Identify cost-saving opportunities while maintaining service excellence
· Review Medallia and guest feedback daily and take immediate corrective action
· Ensure prompt and effective guest complaint resolution and service recovery
· Oversee Front Desk, Night Audit, PBX, and Guest Services operations
· Ensure smooth check-in/check-out experiences and queue management
· Optimize room assignment strategy and occupancy flow
· Maintain accuracy in billing, cash handling, and audit procedures
· Ensure strong coordination between Front Office and Housekeeping
· Oversee lost & found, inventory, and supply management
· Conduct daily oversight and weekly formal inspections of guest rooms and public areas
· Ensure preventive maintenance programs are executed in coordination with Engineering
· Conduct performance evaluations, coaching sessions, corrective action plans, on-the-floor coaching, training, and leadership development
· Drive associate engagement, retention, and recognition programs
· Lead daily stand-ups and departmental briefings with a focus on accountability and service excellence
· Actively participate in Revenue Management calls and strategy meetings
· Support group business execution and room block optimization
· Implement upselling strategies (room upgrades, premium rooms, packages)
· Support demand forecasting and pricing strategies through operational readiness
· Oversee safety, security, and emergency response procedures
· Partner with maintenance and capital improvement projects
· Ensure health, safety, and cleanliness regulations are consistently followed
· Support internal and external audits (brand, safety, financial, operational)
· Ensure front desk staff actively promote Bonvoy enrollment
· Monitor enrollment performance and drive accountability across departments
· Integrate loyalty engagement into daily guest interactions and check-in experience
· Support property-wide strategies to increase member retention and engagement
· Other tasks as required
QUALIFICATIONS
· 5–10 years hotel operations experience in limited or full-service hotels
· 2–4+ years in senior leadership roles (Front Office Manager, Executive Housekeeper, or Rooms Division Manager)
· Experience with Marriott or comparable branded hotel environment strongly preferred
· Strong financial and labor control expertise (P&L management, forecasting, productivity)
· Hands-on leadership style with strong presence on the floor
· Deep operational knowledge of Front Office and Housekeeping
· Strong guest recovery and service excellence capability
· Excellent communication and executive-level leadership presence
· Ability to perform in high-pressure, high-occupancy environments
EDUCATION REQUIREMENTS
· Bachelor’s degree in Hospitality Management, Business Administration, or related field (preferred)
HCC (Ottawa) LP. is an equal opportunity employer and is committed to providing equal employment opportunities to all individuals without regard to race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences, marital status, family status, disability, or any other characteristic protected by applicable legislation.
We celebrate diversity and are dedicated to creating an inclusive work environment where everyone feels valued, respected, and empowered to contribute to our mission.
We encourage qualified individuals from all backgrounds to apply for available positions and join us in our pursuit of excellence.
We will accommodate the needs of applicants under the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act, 2005, and any other applicable legislation throughout all stages of the recruitment and selection process. If you require support/accommodation during the hiring process, please contact our Human Resources Department at [email protected].
Pay: $75,000.00-$85,000.00 per year
Benefits:
- Dental care
- Discounted or free food
- Extended health care
- On-site parking
- Paid time off
- Vision care
Experience:
- hotel: 5 years (required)
Work Location: In person
