Director of Operations - Rooms

1. Strategic Division Leadership & Guest Experience

• Architect and lead the end-to-end guest journey, from pre-arrival concierge outreach and curbside VIP welcomes to seamless check-out and post-stay loyalty engagement.
  
  
• Establish and audit standard operating procedures (SOPs) aligned with ultra-luxury benchmarks (e.g., Forbes Travel Guide, Leading Hotels of the World), ensuring flawless delivery across all touchpoints.
  
  
• Monitor guest feedback, Net Promoter Scores (NPS), and quality audits, analyzing data trends to address service gaps and instill an anticipatory service culture resort-wide.
• Establish standard operating procedures (SOPs) and luxury service touchpoints matching leading global auditing standards (e.g., Forbes Travel Guide)
  
  

2. Operational Departmental Oversight

• Front Office & Concierge: Direct Front Desk, Concierge, Guest Relations, Butler Services, and Valet/Transportation. Ensure flawless execution of VIP arrivals, billing accuracy, room assignments, and loyalty program recognition.
  
  
• Housekeeping & Laundry: Oversee room cleanliness, turndown rituals, public area aesthetics, floristry, linen inventory, and on-site or contracted laundry operations to preserve capital assets and ensure hygiene.
  
  
• Spa & Wellness: Partner with the Director of Spa to guide wellness programming, treatment quality, retail revenue, therapist productivity, and facility maintenance (saunas, hydrotherapy, treatment villas).
  
  
• Recreation & Activities: Oversee beach and pool operations, kids' club, water sports, fitness center, and resort excursions, ensuring rigorous activity safety protocols and engaging guest programming.
  
  
• Safety & Security: Supervise the security leadership to maintain 24/7 resort surveillance, physical perimeter protection, crisis management protocols, emergency response readiness, and guest privacy.
  
  

3. Financial Stewardship & Revenue Optimization

• Partner closely with the Director of Revenue Management and Sales to maximize RevPAR through strategic room inventory balancing, room upselling programs, and length-of-stay controls.
  
  
• Own the Rooms Division P&L; formulate annual operational budgets, room division labor matrices, and operating expense forecasts.
  
  
• Drive ancillary revenue streams across spa treatments, wellness retail, cabana rentals, curated private recreational activities, and resort transportation.
  
  
• Control operating expenses (operating supplies & equipment, guest amenities, linen replenishment, cleaning chemicals) while maintaining luxury product integrity.
  
  

4. Asset Management & Inter-Departmental Synergy

• Collaborate with the Director of Engineering / Director of Facilities to manage the preventive maintenance program (PMP) across all 283 rooms and suites, coordinating deep-cleaning rotations and off-season refurbishment projects.
  
  
• Coordinate with the Director of Operations – F&B to ensure seamless coordination for in-room dining deliveries, VIP welcome amenities, and pool/beach cabana service execution.
  
  

5. People & Talent Development

• Lead, mentor, and coach department heads within the Rooms Division, cultivating high employee morale, service pride, and career growth.
  
  
• Design division-wide luxury training academies focusing on emotional intelligence, bespoke guest engagement, language skills, and effective service recovery.
  
  
• Manage workforce planning, contractor performance (e.g., security or specialized cleaning partners), and division succession planning.
  
  

Qualifications & Candidate Profile

• Experience: Minimum of 8–10 years of progressive luxury hospitality management experience, with at least 3–5 years as Director of Rooms or Director of Operations in a recognized 5-star international luxury hotel or resort.
  
  
• Comprehensive Scope: Proven experience managing multi-departmental operations including Housekeeping, Front Office, Spa/Recreation, and Security within a resort environment.
  
  
• Education: Bachelor’s Degree in Hospitality Management, Business Administration, or a related discipline; Master’s or relevant executive management credentials preferred.
  
  
• Technical Proficiency: Deep working knowledge of Property Management Systems (e.g., Opera Cloud, Micros), Spa Management systems (e.g., Book4Time), guest service platforms, and modern revenue management tools.
  
  
• Certifications: Health & Safety management certifications (OSHA, IOSH, or local equivalents), First Aid/CPR leadership awareness; luxury brand service auditor certification advantageous.
  
  
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  Competencies: Strong strategic planning and financial analysis skills, crisis management composure, operational resilience, and an eye for physical detail and cleanliness.