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Director of Rooms

PlumpJack Inn
Truckee, CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

The Rooms Director aims to oversee, implement and manage the day-to-day operations of Guest Services, Front Office, Bell, and housekeeping duties and activities. To ensure efficient, professional handling of arriving and departing hotel guest and to include home residences.


  • Must instill a calm, organized approach in all situations. Coach employees how to resolve and de-escalate conflicts. Instill a “can-do” and guest service attitude in all employees.
  • Must develop and implement strategies for the Rooms Division focusing on customer service improvements and operational efficiency.
  • To work with Hotel Revenue manager to drive and understand revenues and seasonal impacts with the upmost of communication and training to maximize revenues.
  • To understand and respond to all guest and residence needs and request in a timely and professional manner.
  • To assist the Guest Service team in exceeding guest expectations and employee performance through a Concierge-style service for all guests both FIT and Group
  • Manage guest needs and requests with internal team.
  • Ensure that a strong and continuous line of communication within internal departments and guests is implemented and followed.
  • To hire, recruit, train, schedule, support, review, discipline, and terminate employees directly accountable to his/her position, to maintain highest possible levels of employee morale and department productivity.
  • To monitor overtime and manage labor to ensure that payroll cost stay within budgetary guidelines.
  • To provide gracious and sincere customer service to all arriving hotel guests, including offering the assistance of a bell person; giving directions to guests to restaurant, and other hotel facilities; and distributing and explaining package introduction letters, where applicable.
  • To provide feedback to the General Manager on guest issues.
  • To ensure the proper handling of guest check-ins by Guest Service staff, including welcoming guests; obtaining; identification and establishing credit; accurately completing all necessary paperwork; accurately entering information into hotel computer system; explaining to guests all aspects of their package format or group arrangements; and ensuring guest satisfaction with rooms and other arrangements.
  • To manage all specified procedures in administering the affairs of the Concierge desk, including shipping, directions, dinner reservations, tickets, gift certificates and amenities.
  • To manage all specified procedures in administering the affairs of the Bell/Valet department, including coordination of bag pull, ski/board valet, transportation, parking vehicles, rooming guests, amenity deliveries, up selling, property explanation.
  • To work closely with Engineering department and communicate all hotel maintenance requests.
  • To assist in the management of housekeeping and contracted cleaners to ensure seamless communication on stayovers, check ins, and checkouts.
  • The Director of Rooms will ensure and maintain cleanliness, service and product quality standards of guest rooms, public spaces, restrooms, offices, and banquet/meeting/conference rooms in accordance with federal, local and company health, sanitation and safety standards.
  • To utilize Revinate and online reviews to communicate and enhance service to our guests.
  • To utilize SQS and shopping scores to communicate and enhance service to our guests.
  • To provide service in accordance with our Mission Statement.
  • To oversee all aspects of the Concierge desk, including, but not limited to, staffing, training, vendor relations, customer service, scheduling, and disciplining.
  • To become a “property expert” on the property’s PMS system.
  • To personally ensure the satisfactory condition of VIP rooms prior to occupancy, including special attentions provided to repeat guest.
  • To ensure that all Guest Service team members are kept informed of all status changes.
  • To handle all guest complaints diplomatically and effectively, referring to the General Manager, if necessary.
  • To maximize hotel revenue through salesmanship, status control and maintenance of the “Yield Management” system.
  • To assist, as directed, to prepare annual departmental budget, according to the specifications set forth by the General Manager with the assistance of the property Controller.
  • To continually monitor and control departmental expenditures to ensure meeting operational standards while maintaining annual budget.
  • To be completely familiar with hotel emergency procedures and provide calm reassuring assistance to guests and fellow employees in the event of an emergency.
  • To ensure proper maintenance and control of guest keys by Guest Service staff.
  • To participate in PlumpJack Inn MOD program, and attend company events, as directed.
  • To follow all specified procedures to correctly handle all cash, credit, and gift certificate transactions.
  • To properly document Personnel/Payroll transactions, as directed, for processing in the Human Resources office.
  • Maintain vendor relationships and code/submit all department invoices in a timely manner.
  • To represent and market The PlumpJack Inn in a positive and professional manner as requested and continually promote PJI internally and externally by attending special events when requested and building relationships both on and off property.
  • To promote and comply with all policies and procedures of the PlumpJack Inn.
  • To immediately report all suspicious occurrences and hazardous conditions and avoid injury to self and others.
  • To always maintain the cleanliness and safety of work areas.
  • To attend all mandatory meetings as directed.
  • To perform other tasks, including cross-training, as directed.

Required Competencies:

  • Demonstrated ability to train staff and ensure luxury resort customer service.
  • Strong written and verbal communication skills.
  • Detail oriented.
  • Excellent organizational skills
  • Strong sense of customer service standards and expectations & safety awareness
  • Works well with a team.
  • Ability to effectively manage staff to maintain a high level of moral and productivity.
  • Ability to ensure security and confidentiality of guest and hotel information.


  • Bachelor’s degree in Hotel or Business Management, or equivalent experience, required.
  • Must have a minimum five years experience in hotel front desk position, including seven years management experience.
  • Must be computer literate and be proficient in Word and Excel.
  • Familiar with OSHA, SB198, local Department of Health regulations, and relevant current laws governing handling of hazardous substance.

Physical Requirements:

  • Stands/walks short to long distances approximately 60% of shift.
  • Sits at desk or in meetings approximately 40% of shift.
  • Moderated use of phones, daily
  • Uses computer approximately 45% of shift.
  • Must be flexible to work long, sometimes irregular hours.
  • Must be able to work well under pressure.

PlumpJack Inn


Truckee, CA
96161 USA