Corporate Director of Rooms & Guest Experience

Job Description

Job Description

At Makeready we are searching for curious self-starters with a genuine interest in people. These hard-working individuals have always had a natural bend toward hospitality, no matter where they work, because they’ve always seen themselves as part of something bigger.

The Corporate Director of Rooms and Guest Experience will serve as a key leader within the Makeready Collection, responsible for driving operational excellence, elevating guest satisfaction, and ensuring consistent implementation of brand standards and processes. This role is instrumental in delivering exceptional and memorable experiences across all properties.

Reporting directly to the Senior Vice President of Operations, the Corporate Director will collaborate closely with Managing Directors to enhance operational performance, build strong partnerships, and ensure consistent service delivery throughout the portfolio. The ideal candidate will bring deep expertise and passion for hotel operations, exceptional organizational and problem-solving abilities, meticulous attention to detail, and the capability to manage multiple projects in a dynamic environment.

Requested Tasks

• Lead and support the smooth, efficient operation of Front Office, Housekeeping, and Guest Experience departments across all properties.
• Collaborate with Managing Directors to strengthen operational performance and ensure service consistency.
• Develop, implement, and manage brand standards and systems for Front Office, Housekeeping, and Guest Services. (e.g., PMS, Medallia, etc.)
• Ensure standards are embraced, maintained, audited, improved upon, and celebrated.
• Provide interpretation and clarification of all Rooms Division SOPs and policies.
• Champion guest and colleague service excellence, ensuring concerns are resolved professionally and efficiently.
• Act as a key leader in hotel crisis management and business continuity planning.
• Monitor internal operations data and industry trends to continuously refine guest offerings.
• Lead Rooms Division efforts in customer satisfaction, ensuring regular tracking and response to guest sentiment and rankings.
• Review and analyze Rooms Division financial performance, including budgeting, forecasting, and expense control.
• Support the Managing Directors in development of annual and monthly operational and capital budgets.
• Actively manage lab or through labor management tools and strategy execution.
• Ensure strong inventory and revenue management practices are in place to maximize profitability.
• Foster a culture of sustainability and regulatory compliance in operations.

Requested Capabilities

As part of the Makeready collection, we proudly offer a variety of thoughtful benefits and perks for eligible team members including accommodating PTO / PTO exchange, medical / dental / vision benefits, maternity / paternity leave, pet insurance, company-matched dependent care & 401k, student loan repayment program and a wide range of additional ancillary benefits. The health, happiness and well-being of our team is our top priority.

We take pride in our Guiding Principles to help define how we successfully work together. We follow them not out of duty but live by them instinctively.

Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self. We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender / sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.