Position:  Director of Rooms
Reports To: General Manager
Job Summary:
The Director of Rooms is responsible for leading all Front Desk, Bell, Valet, and Housekeeping operations, ensuring the legendary Hard Rock guest experience is delivered consistently and authentically. As a key member of the hotel leadership team, the Director drives service excellence, operational efficiency, and revenue opportunities across all Rooms Division functions.
The Director will directly oversee the Front Office Supervisor and guest-facing teams while maintaining a dotted-line reporting relationship with the Executive Housekeeper, ensuring alignment and collaboration between departments. By leveraging systems such as Opera PMS and Quore, the Director ensures guest needs are tracked, service recovery is seamless, and team members are empowered to exceed expectations.
Hours of Work:
This is a full-time position, with days and hours of work aligned with business needs and hotel guest demand.
Director of Rooms – Job Description
Essential Duties & Responsibilities:

Guest Experience & Service Excellence:

• Ensure guest interactions at the Front Desk, Bell, Valet, and Housekeeping reflect Hard Rock’s high standards and culture of authenticity.
• Oversee room readiness, cleanliness, and inspections in collaboration with the Executive Housekeeper, ensuring seamless arrivals and departures.
• Engage directly with guests and VIP clients, responding promptly to requests and leading service recovery with creativity and care.
• Lead by example with a high-energy, guest-centric attitude that embodies Hard Rock’s brand ethos.
• Champion the use of Quore for logging, tracking, and resolving guest requests, while monitoring response times and identifying service trends.
• Implement Hard Rock’s service amplifier programs to ensure all team members consistently deliver iconic experiences.

Hotel Operations:

• Direct all Rooms Division operations, balancing efficiency, profitability, and guest satisfaction.
• Monitor compliance with Hard Rock brand standards, adapting processes to improve service flow and team effectiveness.
• Collaborate closely with F&B, Sales, Vibe, Engineering, and Housekeeping to deliver a seamless and extraordinary guest journey.
• Oversee scheduling, staffing, and departmental resources to align with occupancy forecasts, events, and business needs.

Financial & Operational Oversight:

• Maximize departmental performance through effective labor planning, cost management, and revenue generation.
• Analyze financial reports, guest metrics, and activity data to track progress, identify trends, and drive improvements.
• Support annual quality audits and compliance with Hard Rock standards for service, cleanliness, and operational excellence.

Leadership & Team Development:

• Lead, recruit, and develop the Front Office Supervisor, Front Desk, Bell, and Valet teams, fostering a culture of empowerment and teamwork.
• Provide dotted-line leadership and support to the Executive Housekeeper, ensuring consistent alignment between Front Office and Housekeeping.
• Conduct regular leadership and team meetings, sharing updates on goals, guest satisfaction scores, and service expectations.
• Recognize and celebrate team achievements, reinforcing Hard Rock’s values of passion, music, and authenticity.
• Maintain an open-door policy, encouraging collaboration, transparency, and constructive feedback.

Qualifications

• Minimum 5+ years of leadership experience in Rooms Division or Guest Services within an upscale or luxury hotel environment.
• Degree or Diploma in Hospitality Management, Business, or related field preferred, or equivalent professional experience.
• Demonstrated success in leading diverse teams, driving service standards, and delivering memorable guest experiences.
• Strong organizational, project management, and communication skills, with a keen eye for operational efficiency.
• Proficiency in Opera PMS; experience with Quore or similar service platforms an asset.
• Flexible to work various shifts, including evenings, weekends, and holidays, as business demands.
• Comfortable in a fast-paced, high-energy environment, managing multiple priorities simultaneously.

Hard Rock Hotel London Ontario is an equal opportunity employer committed to fostering a positive and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, colour, national origin, gender, age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.
Accommodations will be made available upon request for applicants with disabilities to enable them to participate in the selection process. If you require assistance or a reasonable accommodation in completing the application materials or any aspect of the selection process, please contact us at careers@hrhlondonontario.com.
Job Types: Full-time, Permanent
Pay: $65,000.00-$75,000.00 per year

Benefits:

• Dental care
• Discounted or free food
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Store discount
• Vision care

Work Location: In perso

Please refer the Job description for details