Director of Rooms

Whether you're an artist at heart or simply thrive in a dynamic environment, Saint Kate is the space that unites us all under one roof. Here at Saint Kate, we celebrate uniqueness and seek candidates from diverse walks of life who are passionate about engaging with the world around them. We're not just offering a job; we're offering a chance to dive into the exciting world of creativity, culture, and connection. If you're eager for career growth and new experiences, we have an opening for a Director of Rooms. As Director of Rooms, you will be responsible for managing the daily operations of the front office, housekeeping, reservations, and loss prevention department to deliver exceptional guest experiences while maximizing room revenue and operational efficiency. The position provides strong leadership through staff development, effective scheduling, performance management, and continuous service improvement.  As a key member of the Executive Committee, your insights and leadership will play a pivotal role in shaping the hotel's strategic vision. 

Recognized as one of Milwaukee's most esteemed hotels with an elite award repertoire, Saint Kate – The Arts Hotel offers a modern, luxury experience with artistic flair. With a prime location in Milwaukee's Theater District, Saint Kate serves as a creative hub for the city, where every aspect of the hotel is inspired by music, painting, sculpture, and design. As a part of Marcus Hotels & Resorts, we engage a diverse audience of theater enthusiasts, food connoisseurs, and entertainment seekers.

WHAT YOU WILL BE DOING

•       Lead all Rooms Division departments, including Front Office, Housekeeping, Reservations, and Loss Prevention, to ensure outstanding guest service, strong revenue performance, and effective staff development.

•       Manage daily operations for front desk, concierge, PBX, bell and door teams, valet services, guest room attendants, public area attendants, office cleaners, housepersons, inventory management, rooms control, and loss prevention officers, while ensuring adherence to and Marcus Hotels and Resorts standards.

•       Inspire and guide teams through staffing, training, coaching, scheduling, performance management, and daily supervision to maintain high levels of service quality and productivity.

•       Maintain strong knowledge of Night Audit procedures, property management systems, fire panel operations, emergency response protocols, and company safety requirements.

•       Support the Safety Committee program and assist with the Safety Audit Process to uphold a safe and compliant environment.

•       Drive improvement in guest satisfaction metrics and maintain a strong, visible presence throughout the hotel to support both guests and associates.

•       Promote a positive work environment by enhancing associate satisfaction, supporting retention efforts, and encouraging internal career growth and succession development.

•       Monitor financial performance for all Rooms departments, including labor management, expense control, and budget adherence, while identifying opportunities for improvement and implementing corrective measures.

•       Participate in weekly forecasting, scheduling, and strategic planning and assist with the creation of the annual hotel budget and support ongoing planning and action plan development.

•       Respond promptly to guest concerns and ensure complete and satisfactory resolution.

•       Review daily operational outcomes and support department meetings and pre-shift briefings to ensure effective communication.

•       Complete additional duties and special projects as assigned.

WHAT WE ARE LOOKING FOR

•       Two to four years of experience in Rooms Operations, including Housekeeping and Front Office, preferably within a luxury hotel environment, with prior leadership and management experience.

•       Bachelor's degree required, preferably in hospitality; an advanced degree in a hospitality related field is preferred.

•       Thorough knowledge of all housekeeping procedures and strong proficiency with hotel registration, reservation, and backup computer systems.

•       Strong analytical and mathematical skills, including the ability to interpret statistical data and apply it to operational decision making.

• Excellent interpersonal and communication skills, with the ability to read, write, speak, and understand English; additional language proficiency is preferred.

•       Strong organizational and leadership abilities with the capability to coach, mentor, and develop staff for advancement.

•       Ability to effectively handle guest and associate conflicts with patience, tact, diplomacy, and professionalism.

•       Flexibility and dependability to support a 24-hour operation, including availability for varied shifts such as days, evenings, weekends, and holidays.

•       Maintain a professional, courteous, and well-groomed presentation, with a positive and welcoming demeanor.

•       Physical ability to conduct thorough inspections of hotel areas, including standing, walking, bending, kneeling, lifting, stretching, and reaching.

WHAT'S IN IT FOR YOU

•      Eligible for customary Executive Committee perks and annual Executive Committee bonus. 

•      Medical, dental, and vision insurance (offered after 30 days of employment), company-paid life insurance, and employee assistance program offer.

• k with employer match.

•      Room discounts at Marcus Hotels & Resorts and discounts at Marcus Hotels & Resorts restaurants, golfing, skiing and spa.

•     Paid Time off & Paid Holidays.

•     Free underground parking.

•     Ability to grow your career.

ABOUT US
A division of The Marcus Corporation, Marcus Hotels & Resorts has a rich 60-year history of operational and service excellence. We are "People Pleasing People" who strive daily to create extraordinary experiences for guests and associates alike. Focused on expanding our U.S.-based portfolio of 16 hotels and resorts, our properties are known for their unique character and style.

Note: This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.

Saint Kate is an equal opportunity employer.