Job Description

SKANEATELES FIELDS RESORT & SPA

Nestled in the heart of the Finger Lakes region of New York State, our property, part of the Curio Collection by Hilton™, delivers a scenic escape designed for relaxation and play. With thoughtfully curated amenities, we provide modern and memorable culinary, leisure, and wellness experiences.

The Director of Rooms is a strategic and hands-on leadership role responsible for overseeing all aspects of the Rooms Division, including Front Office, Housekeeping, Guest Services, Concierge, Reservations, and Bell Services. This leader ensures the highest levels of guest satisfaction and operational excellence, aligned with the resort's luxury standards.

The Director of Rooms plays a key role in enhancing the guest experience, optimizing operational efficiencies, and cultivating a culture of excellence and personalized service.

Responsibilities

• Lead and manage the day-to-day operations of the Rooms Division, ensuring seamless coordination between all departments.
• Uphold and exceed luxury service standards, ensuring guest satisfaction, loyalty, and retention.
• Implement and monitor standard operating procedures (SOPs) and quality assurance programs.
• Monitor and manage key performance indicators including occupancy, ADR, RevPAR, and guest satisfaction scores.
• Address guest concerns and feedback promptly and professionally, ensuring issues are resolved to the highest satisfaction.
• Maintain strong working relationships with other departments such as Engineering, Food & Beverage, and Spa to ensure cohesive guest experience.
• Empowers front desk staff to successfully handle guest needs, special requests, and complaints.
• Ensures all guest service issues are resolved prior to guests leaving the property.
• Provides excellent customer service by being readily available/approachable for all guests
• Ensure compliance with health, safety, and security regulations as well as brand and property standards.

Qualifications

• Minimum 3–5 years of progressive experience in Rooms Division management, In a luxury resort a plus
• Proven track record of leadership, team development, and guest satisfaction.
• Strong knowledge of property management systems – Hilton - PEP
• Prior Hilton experience a plus
• Proficient communication (written and oral)
• Strong time management skills and attention to detail
• Be able to work independently and be self-motivated
• Exceptional interpersonal, organizational, and communication skills.
• Ability to lead by example and maintain poise under pressure.

Become Part of Our Team and Enjoy:

• Competitive Wages
• Referral Bonus Program
• 401K Retirement Plan with Employer Matching
• Health, Dental, Vision and Life Insurance for Full-Time Associates
• GO Hilton Team Member Rewards – Travel Benefits with Food & Beverage Discount
• Paid Time Off for Full-Time Associates
• Paid Sick Time for All Associates
• Professional Development and Career Advancement Opportunities
• Endless Smiles and Positive Energy

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