Director of Rooms

Developing and Maintaining Rooms Division Goals

- Sets clear expectations and holds Rooms Division leaders accountable for service, operational and financial performance.

- Develops and implements Rooms Division operating strategies aligned with hotel business objectives.

- Establishes challenging, realistic and measurable goals for Front Office, Housekeeping, Spa and Security.

- Reviews departmental performance and identifies areas requiring corrective action or improvement.

- Ensures operational standards, policies and procedures are consistently implemented.

- Identifies opportunities to improve service delivery, efficiency and overall Rooms Division performance.

- Challenges existing processes where necessary and drives appropriate operational improvements.

- Ensures departmental leaders understand their responsibilities, priorities and expected outcomes.

Developing and Managing Budgets and Financial Performance

- Develops and manages Rooms Division budgets and forecasts.

- Reviews financial reports and operating results to evaluate performance against budget and forecast.

- Monitors payroll, overtime, operating expenses and other controllable costs.

- Ensures manpower and scheduling are aligned with occupancy, business demand and operational requirements.

- Reviews productivity and staffing levels to ensure effective use of available resources.

- Works with departmental leaders to address unfavorable financial or productivity variances.

- Identifies opportunities to improve revenue, efficiency and profitability without compromising guest experience.

- Evaluates operational and financial implications when making decisions.

- Makes recommendations for CAPEX and operational investments based on business needs and expected impact.

Leading Front Office and Guest Experience

- Oversees Front Office operations to ensure an efficient and welcoming arrival, stay and departure experience.

- Ensures Front Office leaders maintain appropriate staffing, service standards and operational control.

- Reviews guest feedback, complaints and satisfaction results and ensures appropriate corrective action is taken.

- Supports the team in managing significant guest concerns and service recovery situations.

- Ensures guest information, preferences and special requirements are effectively communicated to relevant departments.

- Promotes proactive guest engagement and anticipates opportunities to enhance the guest experience.

- Maintains visible leadership presence in guest areas, particularly during high business periods.

Leading Housekeeping Operations

- Oversees Housekeeping operations to ensure guestrooms and public areas meet required cleanliness and presentation standards.

- Ensures effective manpower planning and room allocation according to occupancy and business levels.

- Monitors housekeeping productivity, room turnaround and quality performance.

- Ensures appropriate control of linen, guest supplies, uniforms and operating equipment.

- Works closely with Front Office and Engineering to ensure room availability and timely resolution of maintenance issues.

- Reviews recurring room defects, cleanliness issues and guest complaints and ensures corrective action is implemented.

- Identifies opportunities to improve Housekeeping efficiency and productivity while maintaining service quality.

Leading Spa Operations

- Oversees Spa operations to ensure high-quality guest experiences and achievement of business objectives.

- Reviews Spa revenue, productivity, treatment utilization and operating expenses.

- Ensures staffing and scheduling are appropriate to business demand.

- Works with Spa leadership to identify opportunities to increase revenue and guest engagement.

- Ensures Spa facilities and operating practices meet service, hygiene and safety standards.

- Supports the development of Spa colleagues and ensures appropriate service and product knowledge.

Leading Security and Loss Prevention

- Oversees Security/Loss Prevention operations to protect guests, colleagues, hotel assets and reputation.

- Ensures appropriate safety, security, emergency response and incident management procedures are maintained.

- Reviews significant incidents and ensures appropriate investigation and corrective action.

- Ensures Security manpower deployment is appropriate to business levels, events and identified risks.

- Works closely with Human Resources, Engineering and other departments on safety, security and emergency preparedness.

- Demonstrates sound judgment and composure when managing sensitive or high-pressure situations.

Leading the Rooms Division Team

- Utilizes strong leadership and communication skills to lead, influence and develop departmental leaders.

- Encourages trust, respect, collaboration and accountability throughout the Rooms Division.

- Leads by example and demonstrates integrity, professionalism and sound business judgment.

- Ensures regular communication occurs across all Rooms Division departments.

- Sets clear performance expectations and holds leaders accountable for agreed results.

- Delegates responsibility appropriately while maintaining accountability for outcomes.

- Provides clear, candid and timely feedback to improve performance.

- Coaches and develops departmental leaders and colleagues to strengthen capability and performance.

- Identifies high-potential talent and supports succession planning and career development.

- Addresses performance or behavioral issues promptly and appropriately.

Ensuring Exceptional Guest Service

- Ensures services consistently meet or exceed guest expectations.

- Reviews guest satisfaction results, comments, complaints and other feedback to identify areas for improvement.

- Ensures departmental leaders take appropriate corrective action based on guest feedback.

- Empowers colleagues to resolve guest concerns within appropriate guidelines.

- Encourages teams to understand guest needs and anticipate expectations.

- Ensures service recovery addresses both the immediate guest concern and any underlying operational issue.

- Balances guest satisfaction with appropriate financial and operational considerations.

Managing Manpower and Productivity

- Ensures departmental manpower is planned according to occupancy, workload and business needs.

- Reviews FTE, payroll, overtime, productivity and scheduling across all Rooms Division departments.

- Holds departmental leaders accountable for effective use of existing manpower.

- Evaluates manpower requests based on workload, productivity and operational requirements.

- Identifies opportunities to improve scheduling, work processes and resource allocation before increasing headcount.

- Works with Human Resources and Finance to ensure manpower plans remain appropriate and cost-effective.

- Ensures workforce decisions support both colleague wellbeing and responsible financial management.

Driving Operational Improvement and Data-Based Decisions

- Uses financial, operational and guest data to establish priorities and make informed decisions.

- Reviews relevant KPIs and performance trends across Front Office, Housekeeping, Spa and Security.

- Requires departmental leaders to identify root causes and corrective actions for recurring issues.

- Analyses information and evaluates alternatives before determining solutions.

- Encourages teams to question ineffective processes and identify better ways of working.

- Ensures agreed action plans have clear ownership and are followed through to completion.

- Adapts plans and processes when business conditions or guest expectations change.

Cross-Functional Leadership

- Works collaboratively with other Executive Committee members and departments to achieve hotel-wide objectives.

- Builds effective relationships with Food & Beverage, Engineering, Sales & Marketing, Revenue, Finance and Human Resources.

- Encourages departments to share information and resolve issues collaboratively.

- Breaks down departmental silos and prioritizes overall hotel success over individual departmental interests.

- Communicates relevant information clearly and in a timely manner.

- Considers guest, colleague, operational and owner impact when making significant decisions.

- Supports hotel-wide initiatives and takes ownership of collective Executive Committee outcomes.

Managing and Conducting Human Resource Activities

- Provides guidance and direction to Rooms Division leaders, including setting performance standards and monitoring results.

- Partners with Human Resources in recruitment, performance management, colleague relations and talent development.

- Ensures departmental leaders effectively manage staffing, scheduling, productivity and colleague performance.

- Ensures expectations and objectives are clearly communicated to colleagues.

- Creates an environment where colleagues can raise questions, concerns and ideas openly.

- Ensures colleagues are treated fairly, consistently and respectfully.

- Identifies developmental needs and provides coaching, mentoring and appropriate learning opportunities.

- Supports the development of future leaders and internal talent pipelines.

.Bachelor's degree in Hospitality Management, Hotel Management, or related field.

.Minimum 8-10 years of Rooms Division experience, including at least 3 years in a senior leadership role.

.Strong background in Front Office, Housekeeping, Guest Experience, and Rooms Revenue Management.

.Proven ability to lead, coach, and develop high-performing teams.

.Strong financial acumen with experience managing departmental budgets, forecasts, and productivity.

.Excellent problem-solving, decision-making, and interpersonal skills.

.Outstanding guest service mindset with a passion for creating memorable guest experiences.

.Proficient in PMS and hotel management systems (Opera experience preferred).

.Fluent in English and Thai, both written and spoken.

.Legally authorized to work in Thailand.