Press space or enter keys to toggle section visibility
• lead and oversee all rooms division operations, including front office, housekeeping, laundry, concierge, guest services, spa, and valet/parking, ensuring exceptional service aligned with ultra-luxury standards.
• ensure seamless and personalized guest experience from pre-arrival to post-departure, proactively addressing guest preferences, feedback, and service recovery when needed.
• drive performance through service excellence audits (e.g., forbes, lqa), internal quality controls, and daily operational walkthroughs to ensure compliance with brand and luxury benchmarks.
• collaborate closely with other department heads (f&b, engineering, security, sales & marketing) to ensure a consistent and holistic luxury guest journey.
• review and analyze daily reports (occupancy, adr, revpar, guest satisfaction, incident logs) and implement immediate action plans to address service gaps or operational inefficiencies.
• coach, develop, and empower n-1 leaders such as the executive housekeeper, assistant/associate director of rooms, and spa director to foster a high-performance, service-focused culture.
• manage department staffing levels, scheduling, and labor costs to ensure optimal productivity while maintaining personalized service.
• actively participate in vip arrival planning, site inspections, and guest recognition programs, ensuring elevated service touchpoints.
• ensure compliance with health, safety, and luxury hospitality regulations in all guest-facing areas.
• promote guest loyalty, up-selling strategies, and personalized service initiatives in collaboration with the marketing and guest relations teams.
required skills:
• proven leadership experience in rooms division within ultra-luxury hotels or resorts.
• deep knowledge of forbes travel guide, lqa standards, and luxury guest journey mapping.
• strong operational and financial acumen, including labor control, forecasting, and departmental p&l management.
• exceptional guest service orientation with a proactive mindset and attention to detail.
• ability to manage and develop diverse, high-performing teams with emotional intelligence and clear communication.
• fluent in english, both written and verbal (additional language is a plus).
• proficiency in hotel systems such as opera/opera cloud, knowcross, book4time, abrhilsoft
• demonstrated ability to manage high guest volume while maintaining individualized service experiences.
• strong problem-solving and decision-making skills under pressure.
• excellent interdepartmental coordination and stakeholder communication.
nice-to-have skills:
• previous experience in pre-openings, renovations or repositioning projects within luxury hospitality.
• working knowledge of spa operations or integration with wellness programs.
• certification or training in forbes 5-star standards, luxury brand standards, or hospitality service excellence programs.
• experience with digital guest experience platforms or guest feedback analytics.
• familiarity with luxury retail or boutique operations within the hotel.
• background in destination resort settings with seasonal operation challenges.