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Director of Rooms

Miami, FL, United States, Florida, United States

Director of Rooms

  • Miami, FL, United States
  • Housekeeping Division
  • Full time

The Group

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place. The Group regularly receives international recognition and awards for quality management and legendary service hospitality.

Our Hotel

With 326 guest rooms and 31 suites, Mandarin Oriental, Miami is located in Brickell Key and is a prime location for both business and leisure guests.  It is an urban resort with Miami’s only private beach.

Overview of Position

The Director of Rooms is responsible for, but not limited to, overseeing the overall day-to-day operation, planning, and long-term outlook of the entire Rooms Division and related departments. Duties and responsibilities include, but are not limited to, the following:

  • Support company's philosophy and company’s culture through the use of Pillars of Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
  • Support company's philosophy and company’s culture through the use of Departmental Legendary Quality Experiences on a daily basis to ensure Guest Satisfaction and the achievement of our Mission Statement
  • Support company's philosophy and company’s culture through the use of Guiding Principles and D.E.L.I.G.H.T as part of ensuring Guest Satisfaction and the achievement of our Mission Statement.
  • Provide leadership and support for Front Office, Reservations, Guest Relations, Guest Services, Valet (Outsourced), Concierge, Housekeeping, and Laundry.
  • Complete “MOD” logs and handle/ resolve guest concerns/comments with appropriate follow up.
  • Communicate all guest concerns to the appropriate department for follow-up
  • Ensures FOH and BOH (Housekeeping and Laundry) Managers are performing their job tasks to the appropriate level of service
  • Ensuring a smooth and delightful arrival and departure experience for the guest
  • Act as a “Manager on Duty” for any department needing assistance
  • Monitor and have knowledge of the rooms inventory and available rooms for arrivals and walk-in guests
  • Must respond as the Hotel Duty Manager with security for any “emergency” situation including but not limited to:
    • Fire Alarm
    • Employee injury
    • Guest injury
    • Employee conflict with another employee
    • Employee conflict with a guest
    • Guest conflict with another guest
    • Intoxicated/rowdy guests or colleagues
  • Ensure guest profile information is acted upon proactively to ensure the guest is thoroughly delighted
  • Responsible for planning, monitoring and meeting all financial and qualitative objectives for the Rooms Division
  • Actively involved in the capital expense planning of the Rooms Division
  • Work with the Director of Finance to ensure that all monthly expenses are accurate and reported timely for month end
  • Attend all weekly EXCO meetings
  • Attend pre-conference meetings
  • Attend resume review meetings
  • Attend the daily 9am daily briefing meeting
  • Ensure that the daily VIP Arrivals process (Meet & Greets) are fully executed by relevant departments
  • Have knowledge of the key competition in the area and the services and amenities and provide recommendation for continual improvement.
  • Interviewing, hiring, and terminating FOH and BOH Rooms Division Colleagues
  • Preparing and administering annual colleague reviews and evaluations for direct reports and making sure that Rooms Division reviews are completed on time.
  • Provide coaching and counselling when needed to all Rooms Division Managers
  • Work with L&D to ensure that departmental training standards/expectations are in place for all Rooms Division departments
  • Remain available to hotel colleagues via radio, or hotel-provided cellular phone while on property at all times
  • Assemble weekly schedules for managerial colleagues to ensure that departments are properly covered based on forecasted business volumes.
  • Monitor the weekly payroll of hourly colleagues to minimize and eliminate unnecessary overtime; overtime requests should be submitted by all operational departments by Thursday by 3pm
  • Assist FOH and BOH operational departments (Housekeeping, Laundry) areas when needed
  • Maximize daily revenue by encouraging up-selling at the Reception/Reservations and minimizing complimentary upgrades when possible
  • Monitor and maintain the FOCUS up-selling program
  • Participate in weekly revenue meetings
  • Work with IT&T and Department Managers to ensure that all Rooms Division technology is up to date and working as intended
  • Additional duties include but are not limited to:
    • Assisting the concierge with guest requests
    • Arranging purchases of special request items for a guest off property
    • Assisting the doorman during busy times
    • Providing lobby coverage to meet and escort guests in the lobby
    • Assist Valet with large functions arrivals and departures

The Director of Rooms will report directly to the Hotel Manager. 


• Have a minimum of 5 years experience in the similar position, preferably in a luxury setting.

• Flexible schedule is required, including weekends and holidays.

• Have excellent communication and organization skills.

• Must be able to work in a high-pace and dynamic operation. 

• Able to work together with other colleagues.

• Have a pleasant, friendly and helpful manner.

• Work in a safe, prudent and organized manner.

• Able to handle multiple tasks at one time.

• Able to consistently delight and satisfy our guest.

• Able to handle guest requests in a detailed manner.

Working with us means…

We are dedicated to delighting our guests and to delighting our colleagues. We are committed to becoming the best and we emphasize working together to achieve this goal. We support acting with responsibility.

Working with us means working harmoniously, respectfully, passionately, and towards personal growth. Working with us means that you will be personally valued. From the initial interview through the comprehensive orientation to the numerous Learning and Development programmes, we are committed to providing a Mandarin Oriental ‘Colleague Journey’ that exceeds colleague expectations.

Equal Employer Opportunity Statement

Mandarin Oriental Hotel Group provides equal employment opportunities (EEO) to all colleagues and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Mandarin Oriental Hotel Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.

Mandarin Oriental Hotel Group expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Mandarin Oriental Hotel Group’s colleagues to perform their job duties may result in discipline up to and including discharge.

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