Director of Rooms - Proper Hospitality : Job Details

Housed in a landmarked Beaux-Arts era flatiron building, San Francisco Proper adds unexpected luxury and exuberance to the heart of Mid-Market, just minutes from Union Square, SoMa, Hayes Valley and the Central Market-Civic Center. The hotel features 131 captivating rooms and suites designed by Kelly Wearstler, as well as two distinct settings for all-day dining, chef-driven fare and signature cocktails by BV Hospitality. Before you go, head to the roof to experience one of the area's only rooftop lounges, with indoor-outdoor dining and majestic, sweeping views of the city.

Position Overview

The Director of Rooms is a key leadership position responsible for overseeing all aspects of the Rooms Division, including Front Office, Housekeeping, Laundry and Guest Services. You will be responsible for managing the daily operations, ensuring the highest levels of guest satisfaction, and optimizing the efficiency and profitability of the Rooms department. You will lead and develop a dynamic team of department heads, ensuring seamless operations across all areas, while fostering a culture of excellence and continuous improvement. This position reports directly to the General Manager and collaborates closely with other hotel executives to align departmental goals with the overall business strategy.

Essential Job Duties & Responsibilities

Leadership & Strategic Direction

• Provide strategic leadership to the Rooms Division, including Front Office, Housekeeping, and Laundry departments, ensuring alignment with the hotel's overall goals and objectives
• Develop and implement policies, procedures, and standards for all Rooms Division departments, ensuring operational efficiency and the highest level of guest service
• Collaborate with other hotel department heads (e.g., Sales & Marketing, F&B, Maintenance) to enhance the guest experience, maximize operational synergies, and drive profitability
• Oversee recruitment, training, and performance management of all department heads and staff, ensuring a high-performance team focused on delivering superior guest experiences
• Drive continuous improvement initiatives across the Rooms Division, setting and achieving departmental KPIs (Key Performance Indicators) such as guest satisfaction scores, operational costs, and staff performance

Guest Experience & Satisfaction

• Monitor guest feedback and satisfaction scores, identifying areas for improvement and implementing corrective actions to ensure the highest levels of guest satisfaction
• Handle escalated guest complaints and issues, ensuring prompt and effective resolution while maintaining the hotel's reputation for excellence
• Ensure that all guest-facing departments (Front Desk, Housekeeping, Concierge) are aligned in providing personalized and memorable guest experiences, from check-in to departure
• Oversee the development of guest service programs and initiatives that ensure consistent, top-quality service in all Rooms Division departments

Operational Oversight & Financial Management

• Manage the budget and financial performance of the Rooms Division, including revenue forecasting, cost control, and capital expenditures
• Analyze financial reports and performance data to identify trends, cost-saving opportunities, and areas for operational improvements
• Optimize room occupancy, average daily rate (ADR), and revenue per available room (RevPAR) through strategic pricing, guest services, and operational efficiencies
• Ensure that Rooms Division operations are conducted within budget, adhering to company policies and guidelines regarding labor, supplies, and other costs
• Lead the development of strategies to drive room revenue, working closely with the Sales and Marketing team to align on pricing, promotions, and inventory management

Staff Development & Training

• Lead and mentor department heads, fostering a positive, team-oriented work environment that encourages professional development and high employee morale
• Develop and implement training programs for all Rooms Division staff, ensuring they have the skills and knowledge required to perform at their best
• Conduct regular performance evaluations and provide constructive feedback to staff, identifying areas for growth and development
• Promote and support an environment that embraces diversity, inclusion, and mutual respect among all team members

Room & Facility Management

• Ensure that all guest rooms, public areas, and back-of-house areas are maintained to the highest cleanliness, safety, and operational standards
• Collaborate with the Maintenance department to address any room repairs or upgrades, ensuring rooms are always guest-ready
• Oversee the scheduling and completion of deep-cleaning schedules, ensuring rooms and public spaces meet or exceed cleanliness standards
• Ensure compliance with all health and safety regulations and policies in the Rooms Division, including sanitation, cleanliness, and emergency procedures

Revenue & Inventory Management

• Collaborate with the Revenue Management team to maximize room revenue by ensuring effective inventory management and optimal room allocation
• Analyze occupancy data and trends to make real-time decisions on room allocation, upgrades, and rate adjustments
• Review and approve room inventory allocations, ensuring that the property remains competitive and attractive to target markets
• Ensure that operational and guest satisfaction goals are aligned with revenue targets, optimizing room revenue through both pricing strategies and guest service

Compliance & Standards

• Ensure that the Rooms Division is in compliance with all legal, health, safety, and regulatory requirements, as well as brand standards
• Conduct regular audits of Rooms Division operations to ensure adherence to hotel policies, procedures, and quality standards
• Implement and maintain safety procedures for guest rooms, public areas, and all other hotel facilities, ensuring the well-being of guests and staff

Education and/or Experience

• Bachelor's degree in hospitality management, Business Administration, or related field required; Master's Degree preferred
• Minimum of 5–7 years of progressive experience in hotel operations, including at least 3 years in a leadership role within the Rooms Division (e.g., Front Office, Housekeeping)
• Proven track record in managing large teams and driving operational excellence in a fast-paced hospitality environment
• Strong knowledge of hospitality management systems (e.g., Opera, InforHMS), as well as property management and point-of-sale systems
• In-depth understanding of budget management, financial reporting, and revenue optimization techniques
• Experience in strategic planning, process improvement, and implementing guest satisfaction initiatives

Skills/Specialized Knowledge

• Strong leadership and management skills, with the ability to inspire, motivate, and develop teams
• Excellent problem-solving, organizational, and decision-making abilities
• Strong financial acumen, including the ability to manage budgets, forecasts, and financial reports effectively
• Exceptional communication and interpersonal skills, with the ability to work effectively with team members, senior management, and external stakeholders
• A deep understanding of guest service standards, with the ability to lead by example in delivering exceptional experiences
• Knowledge of industry trends, guest preferences, and competitive landscapes to anticipate market changes

Physical Demands

• Ability to work long hours, including weekends, holidays, and evenings, as required
• Ability to sit or stand for extended periods, as well as walk throughout the hotel property
• Ability to occasionally lift up to 25 pounds and handle equipment or materials as needed

Company Overview

Proper Hospitality is a diverse team of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: there is a right way to do things, and anything less just isn't proper. We are seeking the best of the best—both within and outside the industry—to join us in building a new kind of lifestyle hospitality company, inspired by a centuries-old tradition. Our work is challenging and fast-paced, but above all, it is rewarding.

To achieve our vision—to inspire and transport people—we seek like-minded candidates who embody our ethos, The Pillars of Proper:

• Care Proper: We are natural and gracious hosts to all.
• Achieve Proper: We are committed to excellence.
• Imagine Proper: We are resourceful.
• Present Proper: We have an appreciation for style and culture.

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.

We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.

Salary: $120,000-130,000.00