Director of Rooms

Job Description

Job Description

Description:

ABOUT CHETOLA RESORT

For over 180 years, Chetola Resort has offered guests a timeless mountain escape in the heart of the Blue Ridge Mountains. Serving as the gateway to beautiful Blowing Rock, North Carolina, Chetola is a luxury haven where adventure meets tranquility. From Orvis®-endorsed fly fishing to award-winning dining, spa indulgence, and family-friendly recreation, we deliver a refined yet welcoming experience.

Today, Chetola continues to evolve with a focus on thoughtful renewal, authentic elegance, and exceptional guest service—serving an affluent, year-round clientele in one of the Carolinas’ most sought-after destinations.

Our approach to hospitality is guided by the Chetola Experience Standards: delivering a warm and sincere welcome, anticipating guest needs before they are expressed, personalizing every interaction, working seamlessly as one team, maintaining a professional presence, and showing grace under pressure. These standards shape how we show up—for our guests and for one another—every day.

At Chetola, service is not confined to a single role or department. We operate as one team, with a shared commitment to ownership, accountability, and continuous improvement. Our leaders are visible, hands-on, and engaged—supporting their teams in real time and ensuring every detail contributes to a consistent, high-quality guest experience. This is a place where hospitality is intentional, standards matter, and every interaction leaves a lasting impression.

THE ROLE

Chetola Resort is seeking a dynamic, service-driven Director of Rooms to lead all aspects of Front Office (Guest Services) and Housekeeping & Laundry operations. Reporting to the Assistant General Manager, this role is responsible for delivering a seamless, high-quality guest experience across all lodging touchpoints while driving operational excellence, team performance, and financial results. This is a hands-on leadership role for someone who thrives in a fast-paced resort environment, leads from the floor, and understands that exceptional guest experiences are built through consistency, attention to detail, and strong team culture.

WHAT YOU'LL DO

Rooms Division Leadership

• Oversee Front Desk, Guest Services, Housekeeping, and Laundry operations across the Lodge and Chetola Rentals
• Ensure alignment and seamless coordination between Front Office and Housekeeping to optimize room readiness and guest flow
• Act as Manager on Duty as needed, ensuring operational excellence and service recovery in real time

Guest Experience Excellence

• Champion Chetola’s service standards across all lodging touchpoints—from arrival through departure
• Resolve escalated guest concerns with urgency, professionalism, and ownership
• Monitor guest feedback (Review Tracker, internal surveys, etc.) and implement action plans to improve satisfaction scores

Team Leadership & Development

• Lead, coach, and develop department leaders including Front Office and Housekeeping leadership
• Build a high-performance, accountable, and service-oriented culture across Rooms
• Partner with People & Culture on hiring, onboarding, training, and performance management
• Establish clear expectations, conduct regular check-ins, and develop future leaders

Operational Excellence

• Ensure rooms and public areas consistently meet the highest standards of cleanliness, presentation, and maintenance readiness
• Implement and enforce standard operating procedures across all Rooms functions
• Conduct routine inspections and audits to maintain Forbes-level attention to detail
• Drive efficiency in scheduling, labor management, and daily operations based on occupancy and demand

Financial Performance

• Own Rooms Division financial performance, including labor, supplies, and departmental budgets
• Monitor and improve key metrics such a CPOR, labor productivity and scheduling efficiency
• Partner with the AGM and Finance to forecast demand, manage expenses, and identify opportunities for cost control and revenue enhancement

Collaboration & Communication

• Work closely with Maintenance, Food & Beverage, Spa, Sporting Reserve, Orvis®-endorsed fly fishing and resort amenities to ensure a seamless guest experience
• Communicate daily priorities through standups and cross-department coordination
• Support resort-wide initiatives, projects, and continuous improvement efforts

ATTENTION TO DETAIL

At Chetola Resort, excellence in the Rooms Division is defined by consistency in every detail. As Director of Rooms , you will lead a culture where teams deliver a refined, seamless experience by focusing on:

• Arrival readiness: Rooms clean, inspected, and guest-ready prior to check-in, with accurate room status at all times
• Front Desk presentation: Warm, professional greetings, efficient check-ins, and polished communication at every interaction
• Room presentation standards: Impeccable cleanliness, crisp linens, thoughtful placement of amenities, and zero-defect execution
• Public space excellence: Lobbies, hallways, and shared spaces maintained to a pristine, inviting standard throughout the day
• Team presentation: Professional appearance, confident demeanor, and service-minded presence across all Rooms team members
• Seamless coordination: Real-time communication between Front Desk and Housekeeping to eliminate delays and errors
• Guest issue recovery: Immediate ownership, thoughtful resolution, and follow-through on any service gaps
• Operational discipline: Accurate reporting, organized workspaces, and consistent adherence to standards and processes

ABOUT YOU

• A hands-on, service-first leader who leads by example and thrives on the floor, not behind a desk
• Highly organized, detail-oriented, and committed to operational excellence
• Calm under pressure with strong problem-solving and decision-making skills
• A natural coach who builds trust, accountability, and engagement across teams
• Passionate about hospitality and delivering memorable guest experiences

REQUIREMENTS

• 4+ years of progressive leadership experience in hotel or resort operations, with direct oversight of Rooms Division functions
• Prior experience managing Front Office and/or Housekeeping operations required
• Strong understanding of hotel operations, service standards, and financial performance metrics
• Proven ability to lead teams, manage budgets, and drive operational improvements
• Ability to work a flexible schedule including evenings, weekends, and holidays
• Bachelor’s degree in Hospitality Management or related field preferred
• Ability to stand for extended periods and lift up to 50 lbs

WHY CHETOLA

• One of the largest private employers in the county with a dynamic work setting and strong potential for career growth
• Join a dedicated and growing team shaping the next era of a beloved mountain resort
• Contribute meaningfully to a culture rooted in connection, craftsmanship, and care
• Competitive salary
• Comprehensive benefits offered including health, dental, vision, and supplemental benefits as well as PTO, and on-property perks

Chetola Resort is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law.