Complex Director of Rooms - InterContinental Grenada

About InterContinental Grenada:

Opening Q42026, this stunning resort will offer 120 thoughtfully designed guest rooms and suites, complemented by a collection of exceptional restaurants and bars, a world-class spa, state-of-the-art fitness center, and a striking pool and Beach Club. With panoramic views overlooking La Sagesse Bay, this resort will offer expansive indoor and outdoor meeting and event space, seamlessly combining sophisticated luxury with the island’s stunning natural beauty.

About Six Senses La Sagesse Grenada
Surrounded by nature, there are 56 pool suites. Combining eco-credentials and comfort, the design uses natural, renewable, and repurposed materials. The organic and contemporary interiors feature an open-plan bedroom, while the outdoor terrace leads to a private plunge pool for a cooling dip. In addition, there are 15 villas enjoying a prime hillside or oceanfront setting, ranging between one, two, and four bedrooms. The five four-bedroom villas located on the Bluff offer a 270-degree view of one of the most coveted locations in the Caribbean. It has never been more important to be mentally, physically, and spiritually happy. This has been considered in every aspect of the design, with ample light, fresh air, and space.

Location: Grenada. This position is not eligible for remote work.

JOB OVERVIEW:

Direct the activities of the front office areas and housekeeping departments to ensure the achievement of established quality and guest service standards and departmental revenue and profit goals.  Adhere to federal, state and local regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures.   

 DUTIES AND RESPONSIBILITIES:

• Oversee front office and housekeeping departments, schedule, plan, and assign work, and develop and communicate departmental strategies and goals.  Communicate and enforce policies and procedures. 
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with company rules and policies. Alert General Manager of potentially serious issues.
• Establish and implement procedures to ensure guests receive prompt, professional attention and personal recognition.      Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints.  Establish and implement appropriate service recovery guidelines in order to ensure total guest satisfaction. 
• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.   Review and approve/deny all discount and rebate requests.
• Schedule and regularly conduct routine inspections of the front office and public areas and guest rooms and corridors to ensure the appearance and cleanliness of such areas reflects highly on the hotel, brand, and Company.  Develop action plans to correct deficiencies.
• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
• Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility.  Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. 
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.      Check billing instructions and guest credit for compliance with hotel credit policy. 
• Establish par levels for supplies and equipment.      Authorize requisitions to replenish shortages and other business supplies for daily business.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
• Ensure training and procedures are in place for PBX to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained. 
• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Guest Relations, Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance. 
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Vendors – to ensure adequate inventory of supplies and equipment, to discuss pricing or service issues, to resolve any vendor performance issues, etc.
  • Regulatory agencies – regarding safety and compliance matters
  • Other contacts as needed (Professional organizations, community groups, local media) 
• May serve as “manager on duty” as required.
• Perform other duties as assigned.

ACCOUNTABILITY:

This is the top rooms division job in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests.  Directly and indirectly supervises a large number of front office and housekeeping employees including but not limited to managers, supervisors, room attendants, laundry attendants, front desk agents, bell-persons, doorpersons, reservationists, concierge representatives, PBX, etc. 

Qualifications and Requirements:

• Bachelor’s degree in Hotel Administration, Business Administration 

• 6-8 years of guest service/hotel experience in a management capacity, 

• Prior Director experience preferred

• Prior Resort experience preferred

• Must speak fluent English.  Other languages preferred.

This job requires ability to perform the following:

• Moving about the hotel and facilities
• Use a keyboard to operate various property management systems, etc.
• Carrying, pushing, or lifting items weighing up to 25 pounds

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training. 
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often. 
• May be required to work nights, weekends, and/or holidays.

The statements in this job description are intended to describe the essential nature and level of work being performed.  They are not intended to be ALL responsibilities or qualifications of the job.

What We Offer

We'll reward all your hard work with great pay  and benefits - in addition to career development, employee room discounts and great work culture. Join us and you'll become part of the global IHG family - and like all families, all our individual team members share some winning characteristics.

We are an equal opportunities employer.

About InterContinental Hotels & Resorts:

As the world’s first and most global luxury hotel brand, InterContinental Hotels & Resorts has pioneered international travel since the 1940s, and we are passionate about sharing our renowned international know-how and cultural wisdom in truly impressive surroundings. We all take great pride in being genuine ambassadors of the InterContinental®️ brand, and to be part of the brand, you will have a thirst for travel, a passion for culture, and an appreciation for diversity. We create inspiring experiences for those seeking a richer perspective on the world. If you’d like to embrace a world of opportunities, we’d like to welcome you to the world’s most international luxury hotel brand.

Our mission is to welcome everyone and create inclusive teams where we celebrate differences and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance by always welcoming different backgrounds, experiences, and perspectives. 

IHG Hotels & Resorts gives every team member what they need to belong, grow, and make a difference in a collaborative environment.