Director of Rooms

The PositionThe Director of Rooms has overall responsibility and manages the Rooms Division department including Front Office Concierge Raffles Club Lounge Royal Service and Transportation. He/she is accountable for the asset and performance such as Rooms revenue and profitability competitive RevPAR index guest satisfaction brand consistency and employee engagement. This role ensures seamless guest experiences aligned with the Raffles brand standards leading teams with a focus on luxury service delivery operational excellence and revenue optimization. KEY ROLES & RESPONSIBILITIESMaintain complete knowledge of:All hotel features/servicesAll room types numbers layout dcor appointments and locationsAll room rates special packages and promotionsDaily house count and expected arrivals/departuresPrevious days pickup and anticipated business levelsRoom availability status for any given dayScheduled inhouse group activities locations and timesTour hotel daily; audit colleagues adherence to Raffles service standards in all phases of service and job functions; follow up with designated employees where neededReview departmental/divisional profits payroll expenses rooms expenses cost per occupied room previous days occupancy and room revenuesConduct daily briefings review all information pertinent to the days businessPrepare weekly work schedules and Manager on Duty schedules in accordance with the staffing guidelines and labour forecasts; adjust schedules to meet business demandsConduct weekly meetings with departmental managers and review all information pertinent to the weeks businessObserve and review guest feedback / comments and confer frequently with the team to ensure guest needs are being metWork in coordination with Housekeeping and Guest Experience for smooth operations without direct responsibility over these departments.Collaborate with Housekeeping leadership to ensure rooms are guestreadyCollaborate closely with the Guest Experience leadership to ensure seamless communication and deliver an elevated memorable experience for all guests.Maintain and exceed brand standards by developing and enforcing SOPs ensuring training and consistency across touchpointsDrive guest experience metrics including LQA scores Forbes standards and guest satisfaction surveys (e.g. TrustYou)Lead and develop management teams through coaching training and performance evaluations.Monitor and handle guest complaints in an expedient and effective mannerAnticipate soldout situations/and know how many rooms are overbooked; assist in locating alternative accommodations for guests and assist in walking and following up with guests in accordance with hotel policies and proceduresReview all outoforder rooms daily with respective departments to determine most current status and estimated date for return to room inventoryComplete work orders for submission to Engineering for prompt maintenance repairsPrepare monthly quarterly and yearly Rooms Division financial forecastsPrepare annual capital expenditures reportMonitor monthly status of all accrual categories i.e. uniforms etc.Provide training and development opportunities for all management employeesConduct annual / semiannual performance reviews for all managers; provide performance feedback to all staff; handle disciplinary problems and counsel managers and staffFacilitate divisional and departmental management meetingsMonitor and facilitate all Internal Defect Reports relating to the Rooms DivisionWork with appropriate departments in setting future rates and special packagesAssist with facilitation of all quality auditing processesMentor and train appropriate employees for upward growthActs as Brand Ambassador with all our key contacts regular guests and maximizes guest engagement and drives a culture of guest relations with her teamsStay abreast of industry trends and integrate best practices to elevate guest experience and operational efficiencyQualifications :  Minimum 5 years of luxury hotel experience in Rooms Division leadership ideally within a resort or ultraluxury brandProven experience managing large multicultural teams in a high guestvolume environment.Strong understanding of luxury guest expectations cultural sensitivities and personalized service delivery.Experience with Property Management Systems (PMS) preferably Opera Cloud or similar.Excellent communication conflict resolution and guest recovery skills.Strong business acumen with budgeting and forecasting capabilities.Flexible and solutionsoriented mindset with the ability to remain calm under pressure.Deep understanding and embodiment of Raffles commitment to emotional luxury creating genuine heartfelt moments of connection that leave lasting impressions.Passionate about curating legendary service through storytelling personal touches and anticipatory careProven ability to inspire engage and lead large multicultural teams with empathy presence and emotional intelligence.Additional Information :   Remote Work : NoEmpl