EOS Hospitality · 2 days ago
Rooms Division Director
Marathon, FL
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expEOS Hospitality is responsible for overseeing the Isla Bella Beach Resort, a luxury oceanfront destination in the Florida Keys. The Rooms Division Director will lead operational oversight of various departments including front desk, housekeeping, and reservations, ensuring exceptional guest service and compliance with luxury standards.
Hospitality
Responsibilities
Manage and supervise operations of the front desk, bell services, security, housekeeping and reservations teams, ensuring high-quality guest service as per Isla Bella's standards
Oversee check-in/check-out processes, ensuring efficient guest interactions and accurate billing
Coordinate bell services for luggage handling and guest assistance, maintaining a welcoming and professional demeanor
Ensure security protocols are enforced to maintain a safe environment for guests and staff across the 24-acre oceanfront property
Supervise reservations to optimize occupancy, manage booking systems, and handle special requests, aligning with the resort’s revenue goals
Uphold Isla Bella's commitment to anticipatory and personalized service, addressing guest needs proactively with a focus on luxury and hospitality
Handle escalated guest concerns, ensuring prompt resolution to maintain high satisfaction scores, as reflected in Isla Bella's strong Tripadvisor reviews
Collaborate with other departments (e.g., housekeeping, spa, dining) to deliver a cohesive guest experience across the resort’s amenities, including five pools, and dining venues
Recruit, train, and mentor department managers and staff, fostering a diverse and culturally inclusive workplace, as noted in employee reviews
Develop schedules to ensure adequate staffing, balancing operational needs with employee work-life balance, despite some employee feedback about scheduling challenges
Implement training programs to enhance skills in customer service, safety, and reservation systems, aligning with Isla Bella’s high-end clientele expectations
Monitor and manage departmental budgets, ensuring cost-effective operations while maintaining luxury standards
Oversee maintenance of front office systems, including booking software and security protocols, adapting to industry trends like self-service check-in technologies
Ensure compliance with resort policies, including non-smoking rules, accessibility accommodations, and pet policies
Track key performance indicators (KPIs) such as guest satisfaction scores, occupancy rates, and departmental revenue contributions
Analyze feedback from platforms like Tripadvisor to identify areas for improvement in guest-facing operations
Qualification
Required
Bachelor's degree in hospitality management, business administration, or a related field
Minimum of 5-7 years of experience in hotel operations, with at least 3 years in a supervisory or managerial role overseeing front office, reservations, or security
Proven leadership skills with experience managing diverse teams in a high-paced, luxury hospitality environment
Strong knowledge of reservation systems, front office operations, and security protocols
Exceptional communication and problem-solving skills, with a focus on guest satisfaction and staff development
Ability to work flexible hours, including weekends and holidays, to meet the demands of a 24/7 resort operation
Preferred
Familiarity with the Florida Keys market and luxury traveler expectations
Benefits
Competitive salary
Medical, dental, vision, and ancillary benefits, as offered to other roles at Isla Bella.
Potential for discounts at sister properties and access to resort amenities (based on availability).
Opportunities for professional growth in a high-profile luxury resort environment.
Company
EOS Hospitality
EOS Hospitality is a full-service management company that operates a portfolio of 50+ thoughtfully selected hotels and resorts across the United States.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Simon Mais
Chief Operating Officer
Company data provided by crunchbase