Director of Rooms

Job Title: Director of Rooms

Supervisor: General Manager

FLSA Status: Exempt, Full Time

Summary

The Director of Rooms (DOR) oversees the guest experience through the front desk, front office, and rooms division operations. This role is responsible for maximizing hotel revenue, ensuring service excellence, and leading a motivated team that reflects the values of Shepherd’s Run. The ideal candidate is hospitality-oriented, proactive, detail-driven, and collaborative.

Qualifications

·         High School diploma or GED required, Associate’s or bachelor’s degree in business, Hospitality, or related field preferred.

·         Combination of vocational training and hotel management experience may substitute for degree.

·         Minimum 2 years of hotel leadership experience with property management and revenue systems.

·         Strong skills in MS Office Suite (Word, PowerPoint, Excel).

·         Experience with Yield Management Systems, Property Management Systems, and Daily Revenue Systems.

·         Basic knowledge of wine and wine service.

·         Ability to work effectively in a fast-paced environment, multitask, and support multiple teams.

·         Meticulous attention to detail, clear communication skills, and positive, team-oriented attitude.

 

Essential Duties & Responsibilities

1. Revenue & Financial Management

·         Monitor revenue activity and maintain inventory controls (group and transient).

·         Develop, monitor, and adjust pricing strategies; analyze demand and competition.

·         Maintain data integrity across distribution channels (OTAs, direct, corporate, SMERF, event sales).

·         Manage group blocks, rate codes, and package/promotional development.

·         Open/close availability via PMS to maximize revenue without overbooking.

·         Serve as financial point of contact for group/event folios: invoices, payments, balance sheets, and reconciliation.

·         Participate in financial planning, forecasting, and business plan development.

 

2. Rooms & Guest Experience

·         Oversee daily front desk/front office operations.

·         Greet, register, and assist guests; resolve complaints with courtesy and professionalism.

·         Conduct guestroom and public area inspections for quality and consistency.

·         Ensure housekeeping coordination for room turns and cleanliness standards.

·         Conduct pre-arrival reviews: reservation notes, VIP tracking, and special requests.

·         Perform host shifts as needed (opening/closing, serving, busing, bartending, cleaning).

·         Maintain guest satisfaction systems; respond to guest reviews and feedback.

·         Promote and sell Shepherd’s Run wines and merchandise.

 

3. Systems & Technology

·         Oversee PMS, reservation system, communication systems, and key lock system.

·         Train staff on CloudBeds, Lynx, Yield Management, and check-in/out procedures.

·         Ensure implementation of technology solutions that enhance service and revenue.

·         Maintain accuracy in reservation notes, guest contact info, and payment records.

 

4. Marketing & Sales Support

·         Develop and oversee inn-related marketing strategies aligned with Shepherd’s Run brand.

·         Utilize free channels (social media, newsletters) and cost-conscious paid channels (PPC, print).

·         Collaborate with GM and sales teams on packages, promotions, and campaigns.

 

5. Leadership & Human Resources

·         Supervise and motivate staff in accordance with company policies and labor regulations.

·         Hire, train, schedule, and appraise performance of rooms division employees.

·         Foster a positive, team-oriented work culture that ensures high morale and accountability.

·         Cross-train staff to support other departments as needed.

 

6. Safety, Compliance & Facilities

·         Ensure compliance with OSHA, state health regulations, and safety procedures.

·         Oversee preventive maintenance programs to protect hotel assets.

·         Maintain security practices for guest and employee safety.

·         Report and address facility maintenance issues promptly.

 

7. Event & Winery Support

·         Collaborate with GM on special event preparation and execution.

·         Assist in winery operations when business demands require.

 

Competencies

To perform this job successfully, an individual should demonstrate the following core competencies:

·         Guest Focus & Service – Provides excellent service, anticipates needs, and responds to guests in a courteous, professional manner.

·         Teamwork – Works cooperatively with others; supports coworkers; contributes to a positive and productive team environment.

·         Communication – Listens actively; expresses ideas clearly in verbal and written form; keeps others informed.

·         Problem Solving & Adaptability – Identifies issues, seeks solutions, and adapts to changing needs or priorities.

·         Quality & Accountability – Demonstrates attention to detail; completes work accurately and on time; takes responsibility for results.

·         Ethics & Integrity – Treats others with respect; works honestly and responsibly; upholds Shepherd’s Run values.

·         Diversity & Inclusion – Shows respect for cultural differences; contributes to a welcoming and harassment-free workplace.

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

·         Ability to stand, walk, sit, reach, bend, and perform repetitive motions during a shift.

·         Ability to lift and carry up to 25–50 lbs. as required by role.

·         Manual dexterity is sufficient to handle tools, equipment, supplies, or technology.

·         Adequate vision and hearing to perform job duties safely and effectively.

·         All work must be performed safely. If a task cannot be performed safely, the employee is expected to seek assistance before proceeding.

 

Education & Experience

·         High School diploma or GED preferred.

·         Previous hospitality, customer service, or related experience preferred.

·         Ability to follow instructions, complete tasks accurately, and communicate effectively.

·         Willingness to learn and cross-train in other departments as needed.

 

Other Notes

This job description is not all-inclusive. Duties may change based on business needs and as assigned by management. Shepherd’s Run is an Equal Employment Opportunity Employer.