Rooms Manager, Hotel Metro

Why Work at Hotel Metro? At Hotel Metro, Autograph Collection, we redefine boutique luxury in downtown Milwaukee, blending historic charm with modern sophistication. Our modern Art Deco-inspired hotel features 63 stylish guest rooms, an inviting rooftop lounge, and a commitment to exceptional service and attention to detail. Curators at Hotel Metro thrive in an elegant, guest-focused environment, where hospitality meets personalized, memorable experiences.

You should join our team if you believe... • That exceptional hospitality begins with creating memorable guest experiences from the moment a guest arrives until the moment they depart. • That the Rooms Division is at the heart of the hotel experience, where comfort, service, attention to detail, and genuine care come together. • That every interaction matters, from a warm welcome at the Front Desk to a beautifully prepared guestroom and a thoughtful farewell. • That great leaders inspire, develop, and empower their teams while setting the example for exceptional service and operational excellence. • That strong collaboration between Front Office, Housekeeping, Guest Services, Concierge, Bell Services, and other hotel departments is essential to creating seamless guest experiences. • That operational excellence requires balancing guest satisfaction, Team Member engagement, financial performance, and consistent service standards. • That anticipating guest needs and resolving challenges with professionalism and genuine hospitality can transform an ordinary stay into an unforgettable experience. • That every detail matters, and the most exceptional hotel experiences are created by teams who take pride in delivering service that exceeds expectations. You’re a great fit for this role if you love... • Leading, inspiring, and supporting the Rooms Division team, including Front Office, Housekeeping, Guest Services, Concierge, Bell Services, and other assigned departments. • Providing strategic direction and hands-on operational leadership to department managers while ensuring consistent service standards throughout the Rooms Division. • Creating a culture where Team Members feel supported, respected, empowered, and inspired to deliver exceptional hospitality. • Ensuring every stage of the guest journey, from arrival through departure, reflects the highest standards of service, comfort, cleanliness, and attention to detail. • Maintaining a visible leadership presence throughout the hotel, engaging with guests, supporting Team Members, and anticipating operational needs. • Overseeing daily Rooms Division operations, including room inventory, occupancy levels, guest accommodations, room assignments, and overall room readiness. • Partnering closely with Front Office and Housekeeping leadership to ensure efficient room turnover, accurate room status, and seamless communication between departments. • Coordinating VIP arrivals, group check-ins, special occasions, and unique guest requests to ensure personalized and memorable experiences. • Monitoring guest satisfaction scores, online reviews, and guest feedback to identify opportunities to improve service quality and operational performance. • Taking ownership of complex guest concerns and service recovery opportunities, resolving challenges promptly, professionally, and with genuine care. • Recruiting, interviewing, hiring, mentoring, and developing Rooms Division leaders who share a passion for hospitality and operational excellence. • Providing ongoing coaching, performance evaluations, leadership development, and meaningful feedback to help managers and Team Members reach their full potential. • Establishing clear expectations, reinforcing accountability, and recognizing outstanding performance while addressing opportunities for improvement. • Developing and managing departmental budgets while monitoring labor costs, operational expenses, productivity, and overall financial performance. • Identifying opportunities to improve efficiency, control expenses, maximize room availability, and support the hotel's revenue and profitability goals. • Analyzing operational reports, occupancy trends, guest satisfaction metrics, and departmental performance to make informed business decisions. • Working closely with Sales, Events, Food & Beverage, Engineering, and other departments to support group business, special events, VIP experiences, and daily hotel operations. • Ensuring guestrooms, public spaces, and guest-facing areas consistently meet company cleanliness, presentation, maintenance, and quality assurance standards. • Reinforcing health, safety, security, and operational procedures while ensuring Team Members are properly trained and prepared to respond to guest and property needs. • Identifying opportunities to improve systems, procedures, communication, and service delivery across the Rooms Division. • Leading through changing occupancy levels, staffing challenges, unexpected guest needs, and the everyday surprises that come with a busy hotel. • Taking pride in the thoughtful details guests may not always notice individually, but remember as part of an exceptional stay. We’re excited to have you join us because... • You understand that the Rooms Division plays a critical role in shaping the guest experience, hotel reputation, Team Member engagement, and financial success. • You are a confident, approachable, and inspiring leader who knows how to balance strategic thinking with hands-on operational involvement. • You have a strong understanding of Front Office, Housekeeping, Guest Services, and overall Rooms Division operations. • You know how to build, coach, and develop strong department leaders while creating a culture of accountability, collaboration, and continuous improvement. • You understand the importance of balancing exceptional guest service with operational efficiency, labor management, cost controls, and financial performance. • You can anticipate challenges, prioritize effectively, and make sound decisions while remaining composed and professional under pressure. • You have a strong eye for detail and recognize opportunities to enhance the guest experience before concerns arise. • You understand how room inventory, occupancy levels, housekeeping productivity, and room readiness directly influence hotel performance and guest satisfaction. • You are comfortable reviewing operational reports, analyzing performance metrics, and using information to identify opportunities for improvement. • You know how to turn guest feedback into meaningful operational changes that strengthen service consistency and overall satisfaction. • You are passionate about recognizing exceptional performance, developing future leaders, and creating opportunities for Team Members to grow. • You can build strong relationships across departments and understand that seamless hotel operations require teamwork, communication, and shared accountability. • You bring professionalism, organization, sound judgment, dependability, and a genuine passion for hospitality to every interaction. • You believe great leadership means being present, leading by example, and creating an environment where both guests and Team Members feel valued. Education and Experience • Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred. • Seven (7) to ten (10) years of progressive hospitality experience, including leadership responsibilities within Rooms Division operations, preferred. • Previous experience managing multiple hotel departments, including Front Office, Housekeeping, and Guest Services, strongly preferred. • Demonstrated experience leading, coaching, mentoring, and developing department managers and hospitality teams. • Strong knowledge of hotel operations, guest service standards, room inventory management, housekeeping procedures, and quality assurance practices. • Experience with hotel Property Management Systems (PMS), operational reporting tools, and related hospitality technology. • Strong understanding of departmental budgeting, labor management, expense control, productivity, and financial performance. • Experience analyzing guest satisfaction scores, operational reports, occupancy trends, and performance metrics. • Excellent leadership, communication, organizational, and problem-solving skills. • Ability to develop and maintain positive working relationships with guests, Team Members, department leaders, and hotel management. • Ability to manage multiple priorities, adapt to changing business needs, and make effective decisions in a fast-paced hospitality environment. • Strong commitment to exceptional guest service, operational excellence, Team Member development, and continuous improvement. • Ability to work a flexible schedule, including evenings, weekends, holidays, and peak business periods, based on operational needs. Work Environment and Physical Requirements • Ability to stand and walk for extended periods while overseeing daily hotel operations. • Ability to move throughout guest rooms, corridors, public spaces, Front Office areas, Housekeeping facilities, storage areas, and other operational spaces. • Ability to bend, reach, stoop, and perform other physical movements associated with hotel operations. • Ability to lift, carry, or move items weighing up to 30 pounds occasionally, with appropriate assistance when necessary. • Ability to work in varying environmental conditions associated with hotel operations, including guest-facing areas, back-of-house spaces, and operational work environments. • Ability to respond promptly to guest needs, operational concerns, and unexpected situations throughout the property. • Ability to perform the physical requirements of the position while maintaining professionalism, composure, and attention to detail in a fast-paced hotel environment. Here’s the Core of Coury Hospitality: We have a place for you on our team if your passion is to curate UNMATCHED MOMENTS. What else do YOU need to know... This job posting is intended to describe the general nature and level of work being performed by people assigned to this position. It is not intended to include or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of Team Members assigned to this role. Duties and responsibilities may be modified or additional responsibilities assigned based on business and operational needs. The order in which duties and responsibilities are listed is not significant. Employment with the Company is at-will and may be terminated by either the Team Member or the Company at any time, with or without cause or notice, in accordance with applicable law. We are an Equal Opportunity Employer.