Opportunity:  Director of Rooms Operations

The Rittenhouse Hotel, an iconic jewel nestled in the heart of Philadelphia, is renowned for its timeless elegance, impeccable service, and luxurious guest experiences. The Rittenhouse sets the standard for excellence, blending classic sophistication with modern amenities. We are seeking a dynamic and proven Director of Rooms to lead our team in delivering unparalleled service and ensuring every guest experience reflects the prestige of our historic hotel. This role is a unique opportunity to contribute to the legacy of one of the city's most celebrated landmarks.

Your Growth Path

Assistant General Manager - General Manager – Area General Manager –Regional Director of Operations

Your Focus 

Oversee Rooms Operations

• Manage all aspects of the Rooms Division, including Front Office, Housekeeping, Engineering, and Valet Parking (3rd Party).
• Supervise hotel Rooms Departments to ensure optimal levels of service and hospitality are provided to all guests.

Financial Management

• Assist the General Manager in preparing forecasts and reports.
• Develop, implement, and monitor strategies to achieve monthly and annual budget goals.
• Review departmental expenses monthly to maintain budgets while ensuring adequate supplies and staffing for top-quality customer service.
• Control operating expenses and labor costs by managing payroll, scheduling, and PTO requests.

Operational Excellence

• Develop and implement Departmental Standard Operating Procedures (SOPs) to ensure consistency and quality of service.
• Conduct quarterly self-audits and lead the team to exceed Brand Standards Audits (conducted twice annually).
• Champion operational programs
• Oversee guest relations, 48-hour response times, and 3rd-party social media postings.
• Resolve customer complaints and anticipate potential issues by reviewing operational processes, business flow, and associate performance.
• Create actionable, measurable plans to address guest service deficiencies.

Team Leadership and Development

• Interview, select, train, schedule, and coach team members to ensure they meet brand standards and align with HHM core values.
• Foster a culture of continuous learning and professional development, empowering team members to excel in their roles and advance within the organization.
• Hold monthly departmental meetings and one-on-one sessions with direct reports

Property and Safety Oversight

• Conduct weekly property walk-throughs to ensure quality, safety, and preventative maintenance programs are in place.
• Oversee the property’s Emergency Management Procedures and serve on the hotel’s Safety Committee.
• Monitor and maintain Rooms Department systems and equipment for optimal performance.
• Ensure internal audit standards are met and exceeded.

Collaboration and Communication

• Champion interdepartmental communication throughout the hotel.
• Establish strong relationships within the community, participate in Chamber of Commerce and with local associations and charitable organizations.

Your Background and Skills 

• Associate or Bachelor’s degree preferred.
• Intermediate knowledge of overall hotel operations. 
• 3–5 years of Rooms Division or Operational Hospitality Experience

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It