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About the Job

About the Company

StepStone Hospitality, a premier hotel and restaurant management company driven by an unwavering commitment to excellence in every aspect of our operations. At StepStone Hospitality, our core mission is to understand the unique goals of each owner and consistently surpass their expectations. Through tailored operating strategies that complement investment objectives, we continuously enhance the value of our clients' assets.

About the Role

StepStone Hospitality is seeking a motivated, hands-on, and detail-oriented Director of Rooms to lead Front Office and Housekeeping operations at the Crowne Plaza North Augusta. This is a fast-paced, high-impact role ideal for a hospitality leader who is passionate about driving guest satisfaction, operational excellence, and team performance.

You will work closely with the General Manager and department leaders to ensure consistent execution of brand standards, elevate the guest experience, and drive results through strong leadership, accountability, and collaboration across all rooms-related functions.

What You’ll Do

• Lead and oversee all Rooms Division operations, including Front Office and Housekeeping, ensuring the highest standards of guest service, cleanliness, and overall product quality are consistently delivered.
• Drive financial performance by achieving budgeted revenues and controlling expenses across Rooms departments, while identifying opportunities to maximize profitability and operational efficiency.
• Develop and execute short- and long-term operational and financial strategies for the Rooms Division that align with the overall goals and performance objectives of the hotel.
• Partner with the General Manager and Executive Team in the preparation and management of the annual budget, including forecasting, labor planning, and expense management.
• Continuously elevate guest satisfaction scores by implementing service-driven initiatives, leveraging guest feedback, and developing team members to deliver exceptional and consistent guest experiences.
• Establish, implement, and enforce standard operating procedures across Front Office and Housekeeping, ensuring compliance with brand standards, safety protocols, and company policies.
• Maintain strong controls over financial processes, including credit procedures, cash handling, and security of hotel assets, while ensuring guest and employee safety remains a top priority.
• Act as a highly visible leader, proactively engaging with guests during peak periods, resolving concerns in real time, and ensuring service recovery is handled professionally and effectively.
• Analyze key performance metrics (e.g., guest satisfaction scores, cleanliness scores, labor productivity, and operational KPIs) to identify trends, address gaps, and drive continuous improvement.
• Collaborate closely with Sales, Engineering, and Food & Beverage teams to ensure seamless communication, operational alignment, and an elevated overall guest experience.
• Lead recruitment, training, coaching, and performance management efforts within the Rooms Division, building a high-performing, accountable, and service-driven team culture.
• Utilize hotel systems and technology (e.g., PMS, labor management, and reporting tools) to support operational efficiency, reporting accuracy, and data-driven decision-making

What We’re Looking For

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field (or equivalent experience)
• Minimum of 3–5+ years of progressive leadership experience in hotel operations, with a strong focus on Front Office and Housekeeping
• Strong understanding of hotel operations, including guest services, housekeeping standards, and rooms division performance
• Proven ability to drive guest satisfaction scores, cleanliness scores, and overall service quality
• Experience managing labor, controlling costs, and contributing to budget planning and financial performance
• Comfortable using data and metrics (e.g., GSS scores, cleanliness audits, KPIs) to drive decision-making and performance improvement
• Highly visible, hands-on leadership style with a strong presence in daily operations
• Experience training, coaching, and developing team members, including supervisors and department leaders
• Strong attention to detail with a focus on maintaining brand standards and operational consistency
• Ability to effectively resolve guest concerns in real time and lead service recovery efforts
• Strong communication and collaboration skills across departments (Front Office, Housekeeping, Engineering, Sales, F&B)
• Experience working directly with ownership and senior leadership, providing updates on performance and operational initiatives
• Experience with hotel systems such as Opera, labor management tools, and reporting platforms
• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Experience with property improvement plans, renovations, or hotel transitions is a plus
• Prior experience with IHG-branded properties is preferred

Why StepStone?

At StepStone Hospitality, we believe in fostering a collaborative and growth-oriented environment. This is your opportunity to bring your expertise to a company that values both strategic thinking and hands-on execution.

Ready to Join Us?

For confidential inquiries or to submit your resume, apply via LinkedIn or email Corney Garnett, Director of Human Resources, at Cgarnett@stepstonehospitality.com.

We are an Equal Opportunity Employer.