Director of Rooms - Ritz-Carlton

Position: Director of Rooms - The Ritz-Carlton
** Why us?*
* Iconic architecture, a thriving culinary scene, beautifully landscaped public spaces, and an array of world-class museums are just part of what draws visitors to the Windy City. At The Ritz-Carlton, Chicago - set atop Water Tower Place in the historic Gold Coast - guests can explore everything from shopping along Michigan Avenue to viewing renowned works at the Art Institute of Chicago.

Yet it is within our own walls that the guest journey is truly defined - through flawless arrivals, impeccable accommodations, and seamless service execution.

As Director of Rooms, you are the strategic leader behind that experience. Overseeing Front Office, Housekeeping, Guest Relations, and additional Rooms Division functions, you set the tone for operational excellence and service culture. You champion accountability, elevate standards, and empower leaders to own the guest experience at every touchpoint. Your leadership ensures that our rooms product, public spaces, and service delivery consistently reflect the precision, care, and luxury that define our brand.

Recognized globally as the gold standard of hospitality, The Ritz-Carlton selects only the most passionate and accomplished professionals. As one of our Ladies and Gentlemen, you will embody the values that make us the world's finest luxury brand. In a diverse environment where individual aspirations are supported and quality of life is enhanced, you will be inspired to develop talent, drive performance, and create extraordinary experiences - for our guests and for one another.

** Job Overview*
* Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting/exceeding financial goals. Position is responsible for short and long-term planning and day-to-day operations of the room and related areas. Recommends the area's budget and manages expenses within approved budget constraints. The major areas of responsibility/management include: the front office, guest services, housekeeping, security and gift shop.

May have responsibility for recreation and tennis. May participate in total hotel management as a member of the Hotel Executive Committee.

** Responsibilities*
* + Manage the human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.

+ Manages check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested. May need to fill in for various roles within the rooms department as the demands of business requires (Front Office and Housekeeping roles).

+ Manages guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.

+ Monitors and regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

+ Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.

+ Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

+ Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last)

+ Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.

+ Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.

+ Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.

+ Maintains a friendly, cheerful and courteous demeanor at all times.

+ Ensures that the overall operation of the front desk is completed daily.

+ Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.

+ Works closely with housekeeping and maintenance to ensure property is maintained.

+ Hiring, motivating and training of staff.

+ Performs other duties as assigned, requested or deemed necessary by management.

** Qualifications*
* ** Education/Formal Training*
* A four-year college degree or…