Assistant Director Of Rooms

Wyndham Grand Rio Mar is looking for GRAND people like you At Wyndham Grand Rio Mar, our people are our greatest treasure. Every smile, every effort, every shared moment shapes experiences that enrich lives and touch souls. We are more than a workplace. We are a community where your growth, ideas, and well-being matter. From meaningful learning opportunities to benefits that enhance life on and off the clock, we invest in our people because when they thrive, our guests and community thrive too. For almost 30 years, we have celebrated each success, built connections, and created joy together. Join a team that uplifts one another, transforms moments into memories, and helps make Wyndham Grand Rio Mar the most admired and transformative hospitality brand in the world.

Your impact starts here

JOB SUMMARY

As an Assistant Director of Rooms, you will direct Front of House operations and manage the complete guest journey—from arrival and registration through room readiness, in-house assistance, service recovery, and departure. Working closely with the Director of Rooms and departmental leaders across Front Office, Guest Services, Bell/Door Services, Concierge, PBX, Valet, and VIP/loyalty programs, you'll ensure consistent, efficient, personalized service and maintain a strong operational presence during peak periods.

EDUCATION & EXPERIENCE

At least 5 years of experience in Front Office, Rooms Division, Guest Services, or luxury/upscale resort operations.
Strong understanding of Front Office and Rooms Division operations.
Demonstrated ability to lead high-volume resort operations.
Strong guest-service and service-recovery skills.
Excellent communication, organization, and leadership abilities.
Ability to analyze operational and guest-satisfaction data and translate findings into action.
Strong ability to coach, develop, and hold leaders accountable.
Experience with hotel property management, guest service, and operational systems.
Bilingual English/Spanish.

FUNDAMENTAL REQUIREMENTS

Own and continuously improve the complete guest arrival and departure experience.
Maintain a strong leadership presence at the resort entrance, lobby, Front Desk, and other key guest-contact areas during peak periods.
Ensure guests receive a warm, personalized, efficient, and seamless welcome.
Coordinate the arrival experience among Door, Bell, Valet, Front Desk, Concierge, PBX, Housekeeping, Rooms Control, and other supporting departments.
Ensure VIPs, Wyndham Rewards members, repeat guests, special-occasion guests, and other priority arrivals are properly identified, prepared for, and recognized.
Monitor arrival patterns, anticipated volume, room readiness, special requests, and potential service challenges before guests arrive.
Ensure departures are handled efficiently while creating a positive final impression of the resort.
Provide operational leadership and oversight for Front of House functions, including, Front Desk; Guest Services; Bell & Door Services; Concierge; PBX / Guest Communications; Valet and Transportation coordination as applicable.
Ensure each department operates according to established resort standards, Wyndham brand expectations, and the service standards established by Rooms Division leadership.
Partner closely with Housekeeping and Rooms Control to ensure rooms are prepared and available according to established check-in standards.
Participate in daily arrival and room-readiness planning.
Identify potential room shortages, late rooms, VIP concerns, suite inventory challenges, and special accommodations in advance.
Maintain proactive communication between Front Office, Housekeeping, Engineering, and other operational departments.
Ensure guests affected by room-readiness challenges receive proactive communication and appropriate service recovery.
Serve as a senior operational leader for escalated guest concerns.
Resolve guest issues promptly, professionally, and with appropriate ownership.
Empower managers and employees to resolve guest concerns at the first point of contact whenever possible.
Review guest feedback, surveys, service requests, complaints, and operational trends to identify opportunities for improvement.
Follow up on significant guest incidents to ensure appropriate resolution and documentation.
Reinforce a culture in which communication alone is not considered completion—the guest's request must be resolved and properly followed through.
Monitor guest service requests and departmental response performance.
Drive timely completion of guest requests and established service-response standards.
Partner with operational departments to identify recurring delays, service gaps, and accountability issues.
Review daily operational reports and guest-service activity to identify trends requiring immediate attention.
Ensure appropriate esc