Rooms Division Director

About Hawks Cay Resort 

Hawks Cay Resort blends tropical luxury with the adventurous spirit of the Florida Keys, creating an unparalleled island escape on the secluded 60-acre island of Duck Key. This 177-room resort and 200 villas, featuring Caribbean-inspired rooms and private villas, offers five sparkling pools, a full-service marina, and unique experiences like dolphin encounters and world-class dining at Salt Ash by Michelin-starred chef Jeremy Ford. With exceptional service and endless aquatic adventures, Hawks Cay delivers a vibrant yet relaxing retreat in the heart of the Keys.

The Rooms Division Director at Hawks Cay is responsible for the strategic leadership and operational oversight of the front desk, bell services, Villas, and reservations departments at Hawks Cay. This role ensures seamless guest service delivery, operational efficiency, and compliance with the resort’s luxury standards, aligning with its reputation as a top-tier Florida Keys destination. The Director fosters a culture of teamwork, respect, and anticipatory service while managing budgets, staff performance, and guest satisfaction metrics. 

• Manage and supervise operations of the front desk, bell services, Villas, and reservations teams, ensuring high-quality guest service as per Hawks Cay'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.

Guest Experience:

• Uphold Hawks Cay'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 Hawks Cay's strong Tripadvisor reviews (4/5 rating).
• Collaborate with other departments (e.g., housekeeping, spa, dining) to deliver a cohesive guest experience across the resort’s amenities, including six pools, a marina, 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.

Performance Metrics:

• 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.

• Bachelor’s degree in hospitality management, business administration, or a related field (preferred).
• 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.
• Familiarity with the Florida Keys market and luxury traveler expectations is a plus.
• Ability to work flexible hours, including weekends and holidays, to meet the demands of a 24/7 resort operation.

• Fast-paced, guest-facing role at a 5-star, 4-diamond resort with 177-room resort and 200 villas, located in Duck Key, Florida.
• Collaborative and diverse workplace with opportunities for advancement, though some employee reviews note challenges with management consistency and work-life balance. 
• Stunning oceanfront setting with access to resort amenities, including five pools, a spa, and multiple dining options, contributing to a unique work atmosphere.
   

Benefits:

• Competitive salary 
• Medical, dental, vision, and ancillary benefits, as offered to other roles at Hawks Cay.
• 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.