Description
Crowne Plaza North Augusta is seeking an experienced and hands-on Director of Rooms to join our hotel leadership team. This role is responsible for leading Front Office and Housekeeping operations while ensuring exceptional guest service, strong room quality, operational consistency, and effective team performance.
The ideal candidate is a visible leader who understands the pace and expectations of a full-service hotel environment and can balance guest satisfaction, employee development, labor management, and brand standards.
- Lead and oversee Front Office, Housekeeping, and overall Rooms Division operations.
- Maintain Crowne Plaza and IHG standards for guest service, cleanliness, room readiness, and quality.
- Monitor guest feedback, quality scores, and service trends and take action to improve the guest experience.
- Ensure strong coordination between Front Office, Housekeeping, Engineering, and other departments to support smooth daily operations.
- Manage labor, departmental expenses, productivity, and staffing levels in accordance with occupancy and business needs.
- Assist with budgeting, forecasting, scheduling, and operational planning for the Rooms Division.
- Conduct room inspections, property walks, and operational audits to ensure brand and hotel standards are consistently met.
- Coach, develop, and hold managers, supervisors, and team members accountable for performance and service expectations.
- Partner with Human Resources on recruiting, onboarding, training, employee relations, and performance management.
- Respond to guest concerns and service recovery situations in a professional and timely manner.
- Ensure compliance with hotel policies, guest security procedures, financial controls, and safety standards.
- Serve as Manager on Duty and provide leadership support during high-occupancy periods, events, weekends, and other operational needs.
Requirements
- 3–5 years of progressive hotel leadership experience preferred.
- Previous Front Office, Housekeeping, or Rooms Division management experience strongly preferred.
- Full-service hotel experience preferred.
- IHG and Opera/Opera Cloud experience is a plus.
- Strong leadership, communication, organization, and problem-solving skills.
- Experience managing labor, budgets, guest satisfaction, and departmental performance.
- Ability to work a flexible schedule, including evenings, weekends, and holidays as business needs require.
What We’re Looking For
We are looking for a leader who is engaged, approachable, and results-driven. The successful candidate will be someone who takes ownership of the guest room experience, develops strong teams, maintains high standards, and works collaboratively with hotel leadership to support the continued success of Crowne Plaza North Augusta.
Skills Required
- 3-5 years of progressive hotel leadership experience
- Previous Front Office, Housekeeping, or Rooms Division management experience
- Full-service hotel experience
- IHG experience
- Opera or Opera Cloud experience
- Strong leadership, communication, organization, and problem-solving skills
- Experience managing labor, budgets, guest satisfaction, and departmental performance
- Ability to work evenings, weekends, holidays, and other flexible schedules as business needs require
What We Do
StepStone Hospitality specializes in the management of full-service hotel and restaurant operations, aiming to create asset value for owners through a combination of hands-on operations, strategic asset management, and food and beverage expertise.
