Job Description

The Rooms Division Manager is responsible for overseeing Front Office, Housekeeping, and Guest Services operations at a full-service resort in Williamsburg, Virginia. This full-time, on-site leadership role is hiring immediately and plays a critical role in delivering exceptional guest experiences, optimizing hotel operations, and driving departmental profitability. The ideal candidate will lead multiple rooms division teams while ensuring high service standards, brand compliance, and operational excellence across all guest-facing areas.

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

What You'll Do:

• Direct, supervise, and coordinate Front Office, Housekeeping, and assigned Rooms Division departments to ensure exceptional guest service and operational efficiency in a resort environment.
• Ensure guest satisfaction by monitoring service quality, resolving escalated guest concerns, and implementing effective service recovery strategies.
• Assist the General Manager in executing the resort’s strategic plan, operational goals, and service initiatives.
• Prepare and analyze reports on occupancy, room revenue, departmental performance, and guest satisfaction metrics.
• Monitor room revenue, ADR (Average Daily Rate), and expenses to ensure departmental profitability and support budgeting and forecasting efforts.
• Supervise and motivate housekeeping teams to meet cleanliness, turnaround time, and service standards.
• Oversee scheduling, training, coaching, and performance management of all Rooms Division team members.
• Ensure smooth coordination and communication across Front Office and Housekeeping for consistent guest experiences.
• Collaborate with Sales & Marketing and Food & Beverage teams to align on guest needs, group bookings, and resort operations.
• Conduct daily briefings, operational walkthroughs, and inspections of guest rooms and public areas.
• Manage inventory of linens, amenities, and housekeeping supplies with a focus on cost control and efficiency.
• Ensure compliance with health, safety, sanitation, and brand standards across all departments.
• Perform additional duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You Will Bring:

• Strong understanding of hotel operations with a focus on Front Office, Housekeeping, and Guest Services
• Excellent guest service and conflict resolution skills
• Ability to handle escalated issues professionally in a fast-paced hospitality environment

Experience

• Minimum 3–5 years of progressive leadership experience in hotel or resort operations
• Minimum 3–5 years of experience in Front Office, Housekeeping, or Rooms Division leadership roles
• Experience managing teams in high-volume hospitality environments preferred

Education & Certifications

• High school diploma or GED required
• Hospitality Management degree or equivalent experience preferred

Skills/Knowledge

• Strong knowledge of front office systems, housekeeping operations, and revenue management principles
• Familiarity with property management systems (PMS) such as Opera, OnQ, or similar
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)
• Strong leadership, organizational, and communication skills
• Ability to analyze performance data and make operational decisions

Additional Information

Why Westgate?

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. __ All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.