Director of Rooms

JOB SUMMARY                                              

The Director of Rooms plays a pivotal leadership role in driving the success of Sanctuary Camelback Mountain by overseeing all aspects of the Rooms Division. This includes the strategic and operational management of Front Office, Housekeeping, Security, Night Audit, and related departments. The ideal candidate will be an inspiring leader dedicated to upholding the resort’s standards of excellence in service, cleanliness, safety, and guest satisfaction. This position champions Gurney’s core values—delivering elevated luxury experiences with presence, adaptability, and genuine engagement at every guest touchpoint.

JOB FUNCTIONS 

Note: the following duties and responsibilities are not all-inclusive.

• Provide strategic leadership and hands-on oversight of the Rooms Division, including Front Desk, PBX, Bell Services, Concierge, Housekeeping, Security, and Night Audit.
• Lead short- and long-term planning initiatives to ensure optimal performance and continuous improvement across all rooms-related departments.
• Drive operational excellence and consistency in guest service, resort cleanliness, and safety protocols for guests and team members.
• Maintain accurate occupancy and revenue forecasts and effectively communicate key metrics to all relevant departments.
• Monitor labor costs and staffing to maximize efficiency while maintaining service excellence.
• Actively participate in the design and execution of service training programs that uphold the Sanctuary brand and guest experience.
• Develop, implement, and manage the division’s annual budget, financial forecasts, and performance targets to exceed expectations.
• Champion the guest satisfaction platform (Revinate) and work collaboratively to drive improvements in experience scores and service delivery.
• Create and manage incentive programs to motivate and recognize team members.
• Address and resolve guest concerns promptly and effectively, ensuring satisfaction and loyalty.
• Support revenue management strategies by researching and implementing best practices, tools, and emerging technologies.
• Conduct regular one-on-one meetings with Rooms Division managers to support their growth, training, and professional development.
• Foster a strong pipeline of internal talent through mentorship and succession planning.
• Promote a culture of collaboration and accountability by resolving staff issues with fairness, empathy, and effectiveness.
• Participate in hiring, promotions, wage reviews, disciplinary actions, and terminations as needed.
• Provide ongoing coaching and feedback to promote continuous improvement and engagement.
• Attend required departmental and resort-wide meetings to stay informed of internal activities, promotions, and events, and ensure cross-departmental alignment.
• Perform additional duties as assigned by the Resort Manager and/or Managing Director in support of resort goals and guest satisfaction.

JOB REQUIREMENTS                                                                                                                 

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Detail-oriented self-starter with an entrepreneurial mindset and passion for luxury and lifestyle hospitality.
• Exceptional interpersonal and communication skills; thrives in a fast-paced, guest-centric environment.
• Proven ability to multitask, prioritize, and adapt to evolving business needs with a hands-on, solutions-focused approach.
• Calm, professional demeanor under pressure with a strong focus on guest satisfaction and conflict resolution.
• Uncompromising integrity, professionalism, and a commitment to ethical leadership.
• Flexible availability, including nights, weekends, and holidays, to meet the needs of a dynamic hospitality environment.
• In-depth understanding of all aspects of the Rooms Division, including Front Office operations, Housekeeping, Revenue Management, Security, and Guest Services.
• Demonstrated ability to influence, persuade, and lead with confidence and credibility.

QUALIFICATIONS