REQ13900 Director, Rooms (Open Date: 14/01/2026)
POSITION SUMMARY:
The Director of Rooms oversees both the Rooms Operation and Housekeeping, a hotel known for its intuitive, and highly personalized guest service.
The role ensures a seamless cooperation between the Front Office Team and Housekeeping. This leader drives excellence through a culture of genuine hospitality, efficiency, and collaboration while maintaining operational control over service quality, staffing, and training. The Director plays a pivotal role in shaping Nuwa’s identity as an Asian inspired hotel destination known for tailored guest experiences and exceptional team synergy.
PRIMARY RESPONSIBILITIES:
Human Resources
- Lead, mentor, and inspire a multi-functional team to deliver intuitive, guest-focused service.
- Recruit, train, and develop team members to uphold Nuwa’s luxury standards.
- Foster cross-functional collaboration and a 'one team, one service' mindset between all guest-facing departments.
- Conduct regular performance evaluations and implement development plans for succession readiness.
- Promote a culture of accountability, empowerment, and engagement, ensuring consistent alignment with company values.
Finance
- Manage departmental budgets, payroll, and productivity goals while maintaining superior service delivery.
- Monitor revenue opportunities, including room upgrades, personalized amenity sales, and guest experiences.
- Ensure cost efficiency through effective resource allocation and scheduling practices.
- Support forecasting, financial planning, and expense tracking to align operational outcomes with business targets.
Services
- Oversee all front- and heart of house operations to ensure flawless execution of arrivals, in-stay services, and departures.
- Ensure all guest needs are anticipated, coordinated, and fulfilled seamlessly across departments.
- Maintain consistent service quality through regular inspections, guest feedback reviews, and proactive issue resolution.
- Ensure all VIP arrivals, repeat guests, and special occasions receive personalized attention and follow-up.
- Collaborate with Marketing and F&B teams to deliver cohesive guest experiences.
- Uphold confidentiality and privacy standards for all guests.
- Lead the department in delivering memorable, distinctive stays.
KEY PERFORMANCE INDICATORS:
- Guest satisfaction scores and repeat-guest ratios.
- Achievement of service and financial objectives.
- Team engagement and retention rates.
- Efficiency of front- and heart of house operations and adherence to budgets.
- Continued enhancement in service practices and culture, both front- and heart of house.
- Compliance with brand and company service standards.
QUALIFICATIONS:
Experience
- Minimum 8–10 years’ experience in luxury hotel operations with strong exposure to front-of-house leadership.
- Previous experience as a Butler Manager, Front Office Manager, or Director of Guest Services in a 5-star or lifestyle property.
- Proven experience leading cross-functional guest service teams.
Education
- Bachelor Degree in Hospitality Business Management or equivalent
Skills / Competencies
- Strong leadership presence with a service-driven mindset.
- Excellent communicator; fluent in English and at least one additional language (Mandarin or Cantonese preferred).
- Financial acumen with solid understanding of budgeting and cost control.
- Exceptional interpersonal skills and high emotional intelligence.
- Strategic thinker with the ability to translate vision into execution.
- Culturally aware with the ability to personalize service for diverse guests.
- Resilient under pressure, organized, and detail-oriented.