Director of Rooms (One GT, Grand Cayman)

Core Responsibilities:

• Direct the activities of key guest contact departments by giving guidance, leadership and instruction to department leaders.
• Responsible for overall budget approval authority for rooms division departments.
• Monitor all room related systems that impact the guest directly, to ensure proper procedures are in place and followed, which allow for an outstanding guest experience.
• Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction in each interaction.
• Communicate with guests and team members, both verbally and in writing to answer questions and resolve concerns.
• Facilitate the coordination of marketing initiatives, sales site visits and special housekeeping requests, reservations, etc., to ensure understanding by hotel operations of procedures that may have potential impact.
• Ensure guest reservation policies, standards and procedures are met.
• Ensure housekeeping procedures are efficiently followed and any issues are immediately resolved.
• Ensure guest check in/check out procedures are efficiently followed and any issues immediately resolved.
• Coordinate special programs, functions and incentives to improve guest service.
• Manage and administer the Manager on Duty program, requiring weekend stayover and constant monitoring throughout the hotel and trouble shooting issues.
• Participate in property MOD program, weekly staff meetings, weekly Executive Committee meetings and safety committee meetings.
• Understand and apply management's Standard Operating Procedures.
• Work in a cooperative and friendly manner with fellow associates.
• Practice a culture of guest service in all you do; promote courtesy, good will and a positive attitude in each and every encounter.
• Produce accurate forecasts for room revenue, occupancy, and average daily rate (ADR) to support budgeting and strategic planning.
• Manage room inventory across all distribution channels (OTA, direct booking, GDS) to optimize availability and pricing.
• Conduct regular analysis of market trends, competitor pricing, and customer demand to identify revenue opportunities.
• Generate performance reports (e.g., STR reports, pickup reports) and analyze KPIs such as RevPAR, ADR, and occupancy to support decision-making.
• Perform any reasonable request as assigned or directed by management.

Knowledge, Skills and Abilities:

• Experience in Front Office, Accounting Management, computer experience on a PMS systems and working knowledge of manual front desk procedures, including leadership experience in a Front Office role.
• Experience working within Revenue management teams and business Analytics, ability to provide daily and weekly reporting on standard Revenue Management measures.
• Experience in implementing dynamic pricing strategies to maximize room revenue and profitability based on market demand, seasonality, and competitor analysis.
• Ability to oversea distribution and work with third-party platforms (OTAs, wholesalers) to ensure competitive positioning.
• Work closely with the sales and marketing team to align strategies and maximize promotional impact on revenue.
• Apply yield management principles to optimize revenue from group bookings, corporate accounts, and transient guests.
• High work ethic, self-initiative , independent judgment
• Proven customer service and problem solving experience
• Regular attendance
• Proven experience in a high pressure, sometimes stressful environment
• May be required to work varying schedules to reflect the business needs of the property
• Focus and maintain attention to multiple tasks, and meet deadlines despite frequent interruptions
• Understanding of the operations of Housekeeping.
• Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times

Physical Requirements:

• Sit, stand and walk for varying lengths of time
• Lift approximately ten (10) pounds
• Good communication skills, both written and verbal
• Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability
• Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line phone, filing cabinets, photocopiers and other office equipment as needed

**Preference will be given to status holders, Caymanians and Permanent Resident Holders (P.R. Holder)**