A Director of Rooms has an extensive experience in Front Office operation is responsible for overseeing all Rooms Division operations to deliver an exceptional Guest and Team Members experience while evaluating guest satisfaction and setting department targets and objectives.
What will I be doing?
As a Director of Rooms has an extensive experience in Front Office operation is responsible for overseeing all Rooms Division operations to deliver an exceptional Guest and Team Members experience while evaluating guest satisfaction and setting department targets and objectives. Specifically, you will be responsible for performing the following tasks to the highest standards:
Lead and manage all guest services operations including front office, concierge, bell desk, valet, and housekeeping—to ensure a seamless, welcoming, and consistently high-quality guest experience; implement service standards, train teams on hospitality best practices, resolve complex guest issues, and collaborate with other departments to personalize service and drive guest satisfaction scores
Act as a guest ambassador, handling VIPs, special requests and maintains an efficient service recovery Evaluate Guest satisfaction levels and monitor trends with a focus on continuous improvement Monitor and manage departmental budgets and financial performance, including revenue forecasting, expense control, and auditing processes; ensure compliance with financial policies and identify opportunities for cost efficiency without compromising service qualityOperate within departmental budgets through effective stock and cost controls and well managed schedules Set departmental targets and objectives, work schedules, budgets, and policies and procedures Monitor the appearance, standards and performance of the Room Division Team with an emphasis on training and teamwork Ensure team members have an up-to-date knowledge of all room categories and amenities Maintain good communication and work relationships in all hotel areas and with external customers and suppliers Ensure ongoing training on service standards; preferably with knowledge of Forbes standards Ensure communication meetings are conducted and post-meeting minutes generated Recruit, manage, train and develop the Room Division team Contribute to succession planning within the hotel and company Ensure team members comply with hotel security, fire regulations and all health and safety legislation Proficient in property management systems Ensure the department adhere to Hilton policies and procedures Ensure competence of H-Honors loyalty program and ensure complianceContribute strategically to the hotel’s Executive Committee and support long term goals
What are we looking for?
A Director of Rooms serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
English & Arabic languages fluency.
Financial & business acumen. Guest focused mindset with luxury service orientation. Strong problem solving & decision-making skills. Excellent communication & interpersonal abilities.Strong Knowledge of Property Management System; preferably ONQ
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Degree in related fieldFamiliar with Property Management Systems
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!