1. Our Brand Mission & Culture –
Nestled in Nashville’s heart since 1910, “the Hermitage Hotel”—Nashville’s original million‑dollar landmark and the storied backdrop of generations of gatherings—continues to uphold its timeless motto: “Meet me at The Hermitage.” A National Historic Landmark since 2020, our iconic Beaux Arts architecture connects history and modern luxury under one welcoming roof.
Guided by Our Mission—our commitment to exceptional hospitality through highly personalized service delivered by exceptional staff—and shaped by six core values, we set the gold standard across luxury hospitality:
- Excellence – we continually raise the bar, surprising and delighting guests with poise and polish.
- Accountability – we take ownership of our goals, informed decisions, and guest satisfaction.
- Integrity – we act with consistent character, in every interaction, whether seen or unseen.
- Teamwork – we support one another in service, honesty, and respect, attending thoughtfully to every guest and teammate.
- Tradition – we honor the hotel’s legacy by ensuring our historic reputation grows brighter.
- Community – we are invested in Nashville’s well-being and continue our role in civic enrichment.
Our century‑plus evolution includes a respectful 2021–2022 restoration that refreshed our 122 suites while preserving arresting features like the marble lobby and stained-glass ceiling—alongside the debut of refined dining experiences shaped by Michelin-starred Chef Jean-Georges Vongerichten.
Why you'll thrive here:
When you join us, you become part of a team committed to preserving a cherished landmark and shaping its future—offering competitive wages, comprehensive benefits, and a professionally rewarding environment where growth, collaboration, and pride in legacy go hand in hand.
2. Position Summary
The Director of Rooms serves as the strategic leader of the Rooms Division and is responsible for the overall performance, guest experience, financial success, and operational excellence of Front Office, Guest Services, Housekeeping, Laundry, and Retail operations.
As a member of the Executive Committee, this leader establishes and sustains a culture of refined hospitality, operational discipline, and service excellence throughout the guest journey. The Director of Rooms is responsible for ensuring every arrival, stay, and departure reflects the highest standards of luxury hospitality through personalized service, meticulous attention to detail, and flawless execution.
This role requires an emotionally intelligent, highly visible, and hands-on leader who can balance strategic business priorities with genuine hospitality, while cultivating exceptional teams and delivering memorable experiences for discerning travelers, VIP guests, dignitaries, and high-net-worth clientele.
3. Key Responsibilities
Guest Experience Leadership
- Champion a culture of anticipatory service that consistently exceeds guest expectations through personalization, warmth, and attention to detail.
- Lead the execution of all VIP, special occasion, and high-profile guest experiences with professionalism, discretion, and precision.
- Ensure guest preferences, recognition, and service recovery opportunities are proactively identified and flawlessly executed.
- Maintain a visible presence throughout the hotel, engaging with guests and team members to strengthen relationships and enhance the overall experience.
- Partner with Food & Beverage, Sales, Reservations, Engineering, and Executive Leadership to ensure a seamless and unified luxury guest journey.
Operational Excellence
- Provide strategic oversight of Front Office, Guest Services, Housekeeping, Laundry, Retail, and related Rooms Division functions.
- Establish and maintain exceptional standards of cleanliness, presentation, maintenance readiness, and service delivery throughout all guest-facing areas.
- Drive accountability through routine operational audits, quality assurance reviews, guest feedback analysis, and performance metrics.
- Ensure all guest interactions, departmental procedures, and operational standards align with The Hermitage Hotel's service philosophy and brand expectations.
- Lead departmental planning, staffing strategies, succession planning, and operational efficiencies while maintaining exceptional service standards.
Leadership & Talent Development
- Recruit, develop, coach, and retain high-performing leaders and team members who embody professionalism, refinement, and hospitality excellence.
- Foster a culture built on accountability, ownership, collaboration, continuous improvement, and servant leadership.
- Provide ongoing mentorship, performance coaching, and development opportunities to support career growth and internal advancement.
- Establish clear performance expectations and ensure leaders are consistently delivering results aligned with hotel objectives.
- Promote an environment that values professionalism, emotional intelligence, communication, and genuine care for both guests and team members.
Financial & Business Performance
- Develop and manage departmental budgets, labor strategies, forecasting, expense controls, and capital planning initiatives.
- Monitor operational performance through key business metrics including guest satisfaction, labor productivity, payroll management, room readiness, cleanliness scores, and profitability.
- Identify opportunities to improve operational efficiencies while preserving the integrity of the guest experience.
- Collaborate with Revenue Management and Reservations teams to optimize inventory utilization, room readiness, and arrival experiences.
- Contribute to the achievement of hotel-wide financial objectives through strategic planning and disciplined execution.
Executive Leadership & Strategic Partnership
- Serve as an active member of the Executive Committee, contributing to hotel-wide initiatives, business planning, and organizational strategy.
- Support and uphold The Hermitage Hotel's mission, values, culture, and leadership expectations.
- Lead cross-functional initiatives focused on elevating service standards, operational performance, and employee engagement.
- Act as a key ambassador of the hotel both internally and externally through professional representation and community engagement.
- Ensure compliance with all company policies, safety regulations, labor requirements, and operational standards.
4. Qualifications & Requirements
Required Experience
- Minimum 7-10 years of progressive Rooms Division leadership experience within luxury or ultra-luxury hospitality environments.
- Minimum 3-5 years of experience leading multiple Rooms Division departments at a Director level or equivalent senior leadership role.
- Proven experience overseeing Front Office, Housekeeping, Guest Services, and related operational departments within a luxury hotel environment.
- Demonstrated success leading large teams while maintaining exceptional guest satisfaction, employee engagement, and financial performance.
- Experience serving discerning clientele, including VIPs, executives, dignitaries, celebrities, and international travelers.
- Strong financial acumen with experience managing budgets, forecasting, labor controls, and departmental profitability.
- Proficiency with Opera PMS and other hospitality technology platforms.
- Ability to work flexible schedules including evenings, weekends, holidays, and business-critical operational periods.
Core Competencies
- Luxury Hospitality Leadership – Demonstrates an exceptional understanding of refined service, guest psychology, personalization, and luxury expectations.
- Executive Presence – Maintains a polished, professional, and confident demeanor while inspiring trust and credibility at all levels.
- Operational Excellence – Consistently delivers exceptional results through discipline, organization, accountability, and attention to detail.
- Talent Development – Builds strong teams through coaching, mentorship, succession planning, and leadership development.
- Emotional Intelligence – Navigates complex guest, employee, and business situations with professionalism, empathy, and sound judgment.
- Business Acumen – Understands the relationship between guest experience, operational efficiency, employee engagement, and financial performance.
- Service Recovery Expertise – Resolves concerns with urgency, ownership, diplomacy, and a commitment to preserving guest loyalty.
- Collaboration & Influence – Builds strong relationships across departments while fostering alignment and shared accountability.
Preferred Qualifications
- Previous experience within a Michelin Key, Forbes-rated, Leading Hotels of the World, Relais & Châteaux, Auberge, Four Seasons, Ritz-Carlton, Waldorf Astoria, Peninsula, Rosewood, Montage, or comparable luxury environment.
- Multi-lingual capabilities.
- Hospitality degree or equivalent luxury hospitality leadership experience.
- Experience leading service culture initiatives, quality assurance programs, and luxury guest experience strategies.
5. Why This Role Shines at The Hermitage Hotel
As Director of Rooms, you are entrusted with one of the most influential leadership positions within The Hermitage Hotel. Every arrival, every guest interaction, every room presentation, and every departure reflects the standards you establish and the culture you cultivate.
Within Nashville's most iconic luxury hotel, this role offers the opportunity to lead exceptional teams, shape unforgettable guest experiences, and preserve a legacy of hospitality excellence while helping define the future of one of America's most celebrated independent luxury properties.
6. Benefits
At The Hermitage Hotel, we value our team members and offer a comprehensive benefits package to support your well-being and professional growth for Full Time Employees:
- Health & Wellness: Affordable health, dental, and vision insurance, with options to extend coverage to spouses, children, or domestic partners.
- Financial Security: Company-provided life insurance and a 401(k) plan with a 3% annual match.
- Work-Life Balance: Paid time off starting at 15 days per year after initial 90 day probationary period, increasing with tenure up to 30 days per year.
- Employee Support: Access to mental and behavioral health services, telehealth consultations, and an employee assistance program.
- Additional Perks: Complimentary meals in the employee cafeteria, subsidized on-site parking, and generous discounts at our retail and restaurant outlets.
- Professional Development: Ongoing education support, including industry training.
- Exclusive Rates: Special hotel rates for employees and discounted rates for friends and family.
7. Schedule:
· Must be available for Weekends/ Holidays
· Morning/Day/Night Shifts
· Shift Length 8(+) Hours
· Full Time range up to 40(+) Hours per week
· Location: In Person
8. Compensation
· Salary based upon experience
· Paid Biweekly
NOTICE
It is the policy of The Hermitage Hotel to employ the most qualified individuals. Promotion from within will be given priority whenever possible thus providing for growth, advancement, and increased responsibility for employees. All candidates are required to pass a pre-employment drug screen and criminal background check prior to beginning employment.
EQUAL OPPORTUNITY EMPLOYER
The Hermitage Hotel is an equal opportunity employer and does not discriminate against associates or job applicants on the basis of race, religion, color, sex, age, national origin, disability, veteran status, or any other condition protected by applicable state and federal laws, except where a bona fide occupational qualification applies.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
People with a criminal record are encouraged to apply
Application Question(s):
- How many years of Guest Service experience do you have in a luxury hotel?
- How many years of Housekeeping experience do you have in a luxury hotel?
Experience:
- luxury hotel management: 5 years (Required)
Work Location: In person
