Director of Rooms

About the role:

Four Seasons Hotel Westlake Village is seeking a Director of Rooms to lead our Rooms Division, overseeing a diverse team and ensuring excellence across all aspects of the guest experience. In this role, you’ll guide department leaders, elevate service standards, resolve challenges with care, and drive both operational and financial success. Rooted in our culture of kindness and respect, you’ll create an environment where employees feel supported and empowered to deliver the authentic, thoughtful service that defines Four Seasons.

What you will do:

• Directly supervises the Department Heads in the departments named above. Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements, and hotel initiatives. Interviews and trains the staff. Conducts Performance Evaluations and disciplines staff when needed.

• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Will resolve complaints in person, by phone, or through written messages. Develops relationships with return guests, group contacts, and other guests to provide personalized service.

• Assures that the financial goals of the division and the hotel are being met. Monitors and controls labor and other divisional expenses such as supplies and equipment. Works closely with Reservations, Sales, and the Front Office to maximize rate, occupancy, and total revenue. Assists in preparing business forecasts. Prepares Annual Budget for the division.

• Review and monitor staff schedules in all Rooms Division departments. Monitors their activities to ensure standards are met, staff is supported, and guest needs are met. Routinely inspects all areas of responsibility in the Rooms Division.

• Maintains close relationships with retail tenants and concessions to meet revenue and expense targets. Makes suggestions to improve revenue, reduce cost, and increase guest satisfaction.

• Assures that Four Seasons Service and Culture standards are being met. Manages in a way that supports Four Seasons’ Mission and Philosophy. Supports and creates programs and initiatives that encourage employee development, training, and career growth within the Rooms Division. Plays an active role in the Planning Committee. Engaged along with other Planning Committee members in long-range planning for the hotel.

• Takes action in all hotel guests' and employees' safety, security, satisfaction, and well-being matters. Responds swiftly and effectively in any hotel emergency or safety situation.

What you bring:

• College degree preferred.

• Five to seven years of experience in luxury hotel/resort operations management positions.

• Excellent knowledge of all aspects of Rooms Division Operations.

• Strong leadership and interpersonal skills.

• Excellent guest service and problem-resolution skills.

• Flexibility to meet the demands of a 24-hour operation.

• Strong organizational skills, ability to operate computer equipment, and excellent Excel and Computer Skills.

• Solid interpersonal and relationship-building skills to work with cross-functional teams.

• Apply an ethical approach to influence the outcome of situations and serve as a role model for others by demonstrating appropriate business conduct and ethical principles.

• Excellent personal presentation and interpersonal skills.

• Valid Driver’s License required and a clean driving record.

• Ability to multi-task in a high-volume and demanding environment.

• Successful candidate must possess legal work authorization in the United States 

What we offer: 

• Salary Range: $135,000 - $150,000 + Annual Incentive Program

• Health Insurance - Medical, Dental & Vision

• Company Match 401K Plan

• Complimentary stays at Four Seasons Worldwide 

• Complimentary meals in our Wellness Café

• Laundered Employee Uniform 

• Employee Assistance Program  

• Investment in your Wellbeing  

• Life Insurance  

• Complimentary on-site parking  

• Training programs, tuition reimbursement  

• Be yourself and become a member of a work family that cares about you and invests in your development

• Growth & Development opportunities  

Schedule & Hours:

• Full time position

• Open availability is required