REQ13613 Director, Rooms Operation (Open)
POSITION SUMMARY
The Director, Rooms Operation oversees the front of house operations of Hotel REM — a 148-room boutique property known for its refined, intuitive, and highly personalized guest service. The role ensures a seamless one-stop service experience encompassing the Front Desk, Butler team, Bellmen, and Doormen. This leader drives excellence through a culture of genuine hospitality, efficiency, and collaboration while maintaining operational control over service quality, staffing, training, and profitability. The Director plays a pivotal role in shaping Hotel REM’s identity as a boutique destination known for tailored guest experiences and exceptional team synergy.
PRIMARY RESPONSIBILITIES:
Human Resources
- Lead, mentor, and inspire a multi-functional front-of-house team (Butlers, Front Desk, Bellmen, Doormen) to deliver intuitive, guest-focused service.
- Recruit, train, and develop team members to uphold Hotel REM’s boutique 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 operations to ensure flawless execution of arrivals, in-stay services, and departures.
- Champion the 'One-Stop Service' model — ensuring 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, Housekeeping, and F&B teams to deliver cohesive guest experiences.
- Uphold confidentiality and privacy standards for all guests.
- Lead the department in executing Hotel REM’s 'Personalized Beyond Luxury' concept to deliver 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 operations and adherence to budgets.
- Successful implementation of the One-Stop Service model.
- 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.