Director of Rooms / Front Office

The Merchant Building is a 32-story transformational mixed-use development featuring a luxury hotel, private residences, and members club, opening 2027. Situated at the center of Columbus and anchored by the historic North Market, the building rises within a city poised for extraordinary growth and renewed cultural vitality.

The history of the North Market reflects the story of America itself, one of purpose, resilience, community, and preservation. The Merchant Building draws inspiration from this legacy and is unified by the spirit of the merchants who believed that dedication and hard work deserves reward. Here, design and service come together to create a carefully curated environment, one that offers a refined and private lifestyle experience.

A vertical neighborhood where living, hospitality, wellness, work, and community are thoughtfully integrated, all guided by a single ethos: make life better through care, craft, and service. Life at The Merchant Building will be defined by hospitality-centered living, seamless luxury delivered with quiet ease. It is a place where every day will feel more special than anywhere else.

The Director of Rooms is responsible for the overall leadership and performance of the hotel’s Rooms Division, including Front Office, Housekeeping, Guest Services, and related support functions. This role ensures operational excellence, exceptional guest experiences, and strong financial performance across all rooms-related departments.

As a leader on property, the Director of Rooms partners closely with Revenue Management, Engineering, Food & Beverage, and People + Culture to deliver a seamless guest journey while developing high-performing teams and driving continuous improvement. Oversee daily operations of Front Office, Housekeeping, and Guest Services to ensure consistency, efficiency, and service excellence.

Set and uphold service standards across all guest touchpoints, ensuring memorable and personalized guest experiences. Monitor guest satisfaction scores, feedback, and trends; implement action plans to address opportunities and elevate performance. Lead, coach, and develop department leaders and teams within the Rooms Division.

Support recruitment, onboarding, training, and performance management for rooms leadership and line-level team members. Foster a positive, accountable, and hospitality-driven culture aligned with Makeready’s Guiding Principles. Serve as an escalation point for complex guest concerns and service recovery efforts. Manage departmental budgets, labor costs, and operating expenses to meet or exceed financial targets.

Partner with Revenue Management to support occupancy, ADR, upselling, and overall room revenue strategies. Monitor productivity, scheduling, and staffing models to align labor with business demand. Ensure compliance with all brand standards, internal policies, safety regulations, and operating procedures. Collaborate with Engineering to maintain room quality, preventative maintenance, and asset protection.

As part of the Makeready collection, we proudly offer a variety of thoughtful benefits and perks for eligible team members including accommodating PTO/PTO exchange, medical/dental/vision benefits, maternity/paternity leave, pet insurance, company-matched dependent care & 401k, student loan repayment program and a wide range of additional ancillary benefits.

The health, happiness and well-being of our team is our top priority. We take pride in our Guiding Principles to help define how we successfully work together. We follow them not out of duty but live by them instinctively. Makeready LLC and its affiliated entities are proud to encourage and support an environment where everyone can be a successful team member as their true independent self.

We are an equal opportunity workplace and employer that does not discriminate based on race, color, disability, gender/sex, sexual orientation, religion, national origin, age, veteran status, or any other protected status. We are committed to building a team and a workplace where we are all able to be successful based solely on our individual qualifications, experience, abilities and job performance.