Director of Rooms

Job Description

Summary

At Hyatt, we believe our guests select us because of our caring and attentive colleagues who are focused on providing efficient service and meaningful experiences. Hyatt is a place where high expectations aren&apost just metthey&aposre exceeded. It&aposs a place of outstanding rewards, where talent opens doors to exciting journeys in the hospitality industry.

The Director of Rooms oversees hotel services including Front Desk operations, Housekeeping, Guest Services, SPA, and Security. Maximizes room revenues & occupancy by analyzing daily status rates & makes adjustments accordingly. Analyzes rate variances, monitor credit reports & maintains close observation of daily house counts. Coordinates major projects such as renovations, capital expenditures, & equipment changes. Conducts weekly Rooms Divisions meetings, including monthly financial review with subordinate managers & senior hotel directors. Prepares revenue & occupancy forecasting & monitors labor expenses through the schedule approval process.

Key Duties & Responsibilities

- Ensuring that the Rooms Division team members provide exceptional customer service to guests, addressing their needs, inquiries, and concerns professionally and courteously.
- Overseeing the implementation of customer service standards within the Rooms Division, emphasizing the importance of guest satisfaction.
- Upholding high standards of cleanliness and presentation in guest rooms and public areas, aligning to provide exceptional customer service.
- Greeting and interacting with guests in a prompt, courteous, friendly, and helpful manner at all times.
- Training and mentoring the Rooms Division team members in performing excellent customer service to guests, leading by example and through role play.
- Be the backbone/support mechanism of room operations facilitating communication/coordination between the Rooms Division and the other departments in the overall hotel operations.
- Managing the day-to-day operations of the Rooms Division.
- Responsible for ensuring the implementation of the hotel vision in the Rooms Division and implementation of the regular assessments, checklists, training, and communication.
- Ensure that all policies, procedures, and rules, set by the management are adhered to by team members in Rooms Division at all times.
- Ensuring smooth and seamless operations to maintain high standards of cleanliness and presentation throughout the hotel.
- Responsible for following up on all the glitches in Rooms Division.
- Overseeing the HySat comments and score to ensure achieving the goal.
- Ensuring the Rooms Division implements and maintains security protocols, emergency response procedures, and risk management strategies.
- Overseeing safety and quality assurance measures within the hotel, ensuring compliance with security standards and protocols to uphold the operational integrity of the hotel.
- Responsible for checking the yearly budget for the Rooms Division before final approval of the General Manager.
- Maintaining the highest standards of Rooms Division operations, ensuring compliance with hotel expenses and quality requirements while delivering top-notch customer service.
- Monitors labor expenses in the Rooms Division through an approval process and ensures budgeted productivity.
- Monitoring and checking all the requested items by Rooms Division to Purchasing.
- Responsible for setting all the par stock of all operating items, monitoring delivery with store and purchasing, and avoiding shortage of the items.
- Define with the General Manager the manpower planning and ensure the quality of recruitment.
- Proposes the promotion and salary review within the Rooms Division.
- Ensure that all team members in Rooms Division have a proper job description and work objectives.
- Ensure respect for all personnel procedures regarding discipline, assessment, objectives, and training.
- Responsible for the quality and quantity of all training programs, and proper planning and reporting of training, following the Hotel policies.
- Responsible for the professional skills of all Rooms Division team members.
- Ensure Rooms Division team members at all times have full respect for the confidentiality directly related to his/her functions.
- Collaborating with relevant departments to execute facility maintenance, safety protocols, and multi-unit operations to ensure a secure environment.
- Ensure maintain a good relationship with all other leaders and with all team members of the Hotel and partners of the Hotel.
- Working closely within the Rooms Division to ensure that all operational aspects are aligned with the overall goals and standards.
- Manage the human resources in the division to attract, retain, and motivate the employees; hire, train, develop, empower, coach, and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
- To be committed and dedicate time, effort, and attention to offering a room product, in quality, presentation, and cleanliness reflects the vision and brand personality of Hyatt.
- Coordinates, supervises, and directs all aspects of the operation with the support of Department Heads
- Ensures that guest service standards are assessed, trained, and constantly developed to maintain consistent levels of excellent guest service throughout the operation.

Candidate Profile

The ideal candidate for this role is an expatriate with the following criteria:

- Demonstrated strong leadership, effective communication and team development skills.
- Minimum 2 years work experience in 5-star luxury hotels or luxury resorts (preferably with Hyatt background).
- Strong knowledge of Front Office, Housekeeping, SPA and Security.
- Passionate about delivering exceptional guest service and maintaining brand standards.
- Skilled in revenue management, budgeting and labor cost control.
- Experienced in project coordination, safety protocols, and cross-department collaboration.
- Results-driven, highly organized, and guest-focused.
- Excellent organizational and interpersonal skills.

---