Director of Rooms Fraser Suites Bangkok, Thailand

Job Summary

Fraser Suites Bangkok in Thailand is slated to open in 2026. The Director of Rooms is responsible for overseeing all Rooms Division operations to ensure exceptional guest experiences, operational efficiency, and financial performance. This role leads the Front Office, Housekeeping, Guest Services, Concierge, Wellness, Club Lounge and related departments while maintaining brand standards and service excellence across the property.

The ideal candidate is a dynamic hospitality leader with strong operational expertise, people management capabilities, and a passion for delivering outstanding guest satisfaction in a hotel and/or serviced apartment setting.

Responsibilities

Core

Operational Management

• Oversee the daily operations of Front Office, Housekeeping, Concierge, Wellness, Club Lounge Guest Relations, and other Rooms Division functions.
• Ensure smooth and efficient guest arrival, stay, and departure experiences.
• Monitor room inventory, occupancy, room availability, and rate management in coordination with Revenue Management and Sales teams.
• Maintain cleanliness, maintenance, and presentation standards for guestrooms, public areas, and back-of-house facilities.
• Ensure compliance with brand standards, company policies, health & safety regulations, and service procedures.

Guest Experience

• Drive guest satisfaction and service excellence initiatives across all touchpoints.
• Handle VIP guests, escalated complaints, and service recovery situations professionally and effectively.
• Monitor guest feedback platforms, online reviews, and internal satisfaction scores to identify improvement opportunities.
• Foster a culture of personalized and anticipatory service.

Leadership & Team Management

• Lead, mentor, and develop departmental managers and team members within the Rooms Division.
• Conduct regular training, coaching, and performance evaluations.
• Promote employee engagement, teamwork, and a positive working environment.
• Ensure manpower planning, scheduling, and productivity optimization.

Financial & Administrative Responsibilities

• Prepare and manage departmental budgets, forecasts, and expenses.
• Monitor labour costs, operating expenses, and departmental productivity.
• Analyse operational reports and implement strategies to improve profitability and efficiency.
• Support revenue generation initiatives through upselling and yield optimization.

Quality & Compliance

• Ensure adherence to company policies, SOPs, and audit requirements.
• Lead quality assurance inspections and operational audits.
• Coordinate with Engineering and Security teams to maintain safety and operational readiness.
• Ensure compliance with local regulations and licensing requirements.

Pre-opening & Project Management

• Lead the setup and pre-opening planning of all Rooms Division departments.
• Develop and implement SOPs aligned with Frasers Hospitality brand standards and serviced residence operations.
• Oversee recruitment, onboarding, and training of the Rooms Division team.
• Collaborate with Project, IT, Sales & Marketing, and Engineering teams to ensure operational readiness.
• Establish service culture, guest journey mapping, and operational workflows prior to opening.
• Conduct mock operations, simulations, and readiness audits.

Requirements

• Bachelor's Degree or Diploma in Hospitality Management, Business Administration, or related field.
• Minimum 8–10 years of hospitality operations experience, including at least 3 years in a senior Rooms Division leadership role.
• Experience in hotels, serviced apartments, or mixed-use hospitality environments preferred.
• Strong leadership, communication, and interpersonal skills.
• Excellent problem-solving and guest relations capabilities.
• Strong understanding of PMS systems and hotel operational software.
• Financial acumen with budgeting and forecasting experience.
• Ability to work in a fast-paced, customer-focused environment.