Job Description

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• 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.