Job Description

Responsible for the strategic leadership of the rooms division of the hotel, the Director of Rooms (Executive Committee role) will oversee the front office (guest services), housekeeping, and engineering departments to ensure operational excellence, maximize guest satisfaction, and drive financial performance, ensuring we consistently and authentically deliver upon Hilton’s vision of “filling the earth with the light and warmth of hospitality.”

Responsibilities include, but are not limited to, the following:

OPERATIONAL LEADERSHIP:

1. Oversee day-to-day operations for Front Desk, Housekeeping, and Maintenance departments.
2. Ensure compliance with brand standards, Company policies and procedures, safety protocols, and local regulations
3. Monitor and drive operational metrics: occupancy, room turnaround times, maintenance response times, etc.
4. Partner with department heads to forecast staffing needs, ensuring scheduling and productivity standards are maintained.
5. Champion the guest satisfaction strategy. Investigate and act on guest feedback, complaint logs, and quality audits, as required.
6. Champion the hotel’s daily quality process including, but not limited to, goal communication, compliance to our company and brand standards of product and performance, service recovery and problem resolution.
7. Maintain visible leadership presence in guest-facing areas; engaging directly with both team members and guests, delivering on Hilton’s brand promise.
8. Maintain an active presence on the floor, acting as manager on duty during times of vacation or absence, and providing hands on leadership to Front Office, Engineering and Housekeeping Management.
9. Evaluates standards of cleanliness, maintenance and presentation plus safety of rooms, back-of-house and public areas of the hotel through inspections and ensures areas of deficiency are resolved to achieve service expectations

FINANCIAL ACUMEN:

1. Develop, manage, and monitor the rooms division budget, including controllable expenses (wages, cleaning supplies, utilities, linens, guest amenities etc.)
2. Analyze financial reports (P&L, wage progress, expense variances) and make strategic and data-driven decisions.
3. Work with revenue management to maximize room revenue via optimizing room availability, upselling, and minimizing guest-disruptive maintenance.

STRATEGIC LEADERSHIP:

1. Contribute to property-wide strategic initiatives, especially those tied to room operations.
2. Lead long-term planning for capital expenditures in room division (e.g., maintenance projects, renovation planning)
3. Supervise and mentor the Front Desk, Housekeeping, and Maintenance management teams.
4. Foster cross-departmental collaboration; ensuring alignment of objectives among rooms division, constantly partnering with our sales, events and food & beverage teams.
5. Lead associate engagement efforts, encourage feedback, and drive continuous improvement of our people and culture in the rooms division
6. Manage the performance of the team through consistent application of the Collective Bargaining Agreement, and property labour relations strategy.

MAINTENANCE OVERSIGHT:

1. Manage the property’s preventative maintenance program, ensuring the engineering team proactively executes tasks to minimize guest and operational impact.
2. Regularly audit room condition, public areas, and service equipment for safety, functionality, and overall appearance.
Lead incident response for maintenance emergencies, safety risks, or guest-impacting issues.

Responsibilities & Qualifications

Education: Bachelor’s degree in Hospitality Management, Business Administration, or related field is an asset.

Previous Experience: 5 or more years leadership experience in hotel rooms operations with recent departmental management experience in Front Office or Housekeeping at another full-service hotel. Previous experience with or exposure to Maintenance operations is an asset. Previous experience in managing within a unionized workforce is a requirement for this position. Previous experience with UNITE HERE: Local 40 is an asset.

SKILLS & COMPETENCIES:

• Drives results – Strives for service excellence in the Rooms Division
• Detail oriented – Strong organizational skills with exceptional attention to detail
• Business and financial expertise – Demonstrates financial acumen, knowledge of budgeting, productivity, Profit & Loss statements, cost controls, successful yield management techniques
• Rooms Division Expertise – Subject Matter Expert in front office and housekeeping operations. Strong knowledge of health and safety standards, maintenance practices and housekeeping protocols.
• Communication – Excellent verbal and written communication with 100% fluency in English
• Exceptional leadership – Inspires employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, safety and respect.
• Labour Relations – ability to learn and follow a Collective Bargaining Agreement. Previous experience with UNITE HERE: Local 40 is an asset.
• Ethical conduct and responsibility – Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism
• Technological proficiency – Fully competent with hotel property management systems, maintenance management systems and the suite of products in Microsoft Office.
• Strategic thinker with project planning experience

Salary/Wage

80K - 90K

Other Perks/Benefits

• Competitive industry wages • Participation in the Executive Leadership Bonus/Incentive program • A comprehensive health & dental benefits plan for eligible employees & their family • Opportunities to grow your career with us • A multi-cultural workplace featuring camaraderie, connection and fun! • Nutritious staff meals on every shift • Eligible to participate in an RRSP Matching Program • Opportunities to participate in special team member events & celebrations • Free on-site parking for our team members, while on duty • Employee travel discounts at Hilton hotels globally for you & your family members • Employee travel discounts at our Crescent managed properties in North America • A workplace that you can be proud of, where you are valued, trusted and supported by the team

Recommended Training

SuperHost Foundations of Service QualityWHIMIS

Job Application Process

Interested candidates are requested to click the below button to visit our indeed portal to learn more about the position and to apply directly. Applicants must posses the legal right to work in Canada (valid social insurance number and open work permit, if applicable). We will only contact those candidates that we are interested in pursuing further. We thank all applicants for their interest in Hilton Vancouver Metrotown!

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