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Our client is seeking an exceptional Director of Rooms to lead the guest experience at a prestigious, large-scale luxury island resort in the Maldives. This is a standout opportunity for a dynamic hospitality leader ready to shape service excellence in one of the world’s most breathtaking destinations.
RESPONSIBILITIES:
Financial
- Control departmental budgets and costs (staff, supplies, utilities, etc.) and works closely with Executive Housekeeper to achieve financial targets. Analyze room revenue and occupancy trends to optimize staffing and inventory levels without sacrificing guest service quality.
- Exceptional organizational and analytical skills. Deep understanding of revenue management, occupancy forecasting and staff scheduling. Able to optimize operations for both peak and off-peak periods, balancing cost control with service quality.
Marketing
- Uphold the resort’s brand standards across all guest touchpoints from check-in ambiance and welcome rituals to room amenities and public area aesthetics.
- Collaborate with the Marketing team by providing access to well prepared rooms, scenic public areas, and signature guest experiences for photography, videography, and social media campaigns.
- Monitor and respond to guest feedback in coordination with the Marketing and Guest Relations teams to protect and promote the resort’s reputation.
- Work with the Water Sports, F&B, Spa, and Activities teams to formulate add-on experiences (e.g. Special Dining’s, sunset cruises, spa journeys, diving and watersports activities etc) during guest interactions at the Front Office, subtly supporting upselling goals.
- Assist the Marketing department with hosting VIP guests, media personnel, or social influencers by ensuring special room arrangements, personalized services, and seamless coordination across departments.
Customer Service
- Lead by example in delivering warm, professional, and personalized service that reflects the resort’s brand promise.
- Ensure every guest interaction from arrival to departure is seamless and exceeds expectations.
- Ensure Front Office and Housekeeping teams, with the support of the Executive Housekeeper, consistently deliver high levels of courtesy, responsiveness, and attention to detail in line with brand service standards and guest satisfaction KPIs.
- Oversee the arrival experience for VIPs, repeat guests, and guests with special needs. Coordinate welcome amenities, room preferences, and personalized touches with relevant departments.
- Conduct regular training and coaching for team members on customer service etiquette, complaint handling, and personalized service standards, ensuring consistency across shifts.
Staffing and Human Resources
- Work closely with the HR Department to identify staffing needs, participate in interviews, and ensure the recruitment of skilled, service-oriented individuals aligned with the resort’s brand values.
- Conduct regular performance evaluations, provide constructive feedback, and identify development needs. Mentor supervisors and high-potential staff to build future leaders within the division.
- Oversee efficient and fair rostering, taking into account business levels, service standards, and team wellbeing. Monitor attendance, overtime, and productivity in line with operational goals.
Operations
- Oversee and coordinate all aspects of the Front Office, Housekeeping, Concierge, and Guest Services departments to ensure smooth, efficient, and guest-centric daily operations in line with the resort’s premium all-inclusive service philosophy.
- Manage the complete guest lifecycle from pre-arrival preparations and personalized check-in to in-stay experiences and departure follow-ups ensuring a flawless and memorable experience that reflects five-star service standards.
- Collaborate with key departments Food & Beverage, Spa, Excursions, Recreation, Maintenance, Housekeeping and Marketing to deliver an integrated and elevated guest experience. Ensure all-inclusive benefits and inclusions are operationally aligned and promoted effectively.
REQUIREMENTS:
- Minimum 2 years of experience as a Rooms Division Director or 3 years as Rooms Division Manager or 5–7+ years of progressive experience in hotel operations, including roles in front office operations, and guest service management.
- Prior experience in a 5-star resort (200+ rooms) is highly preferred.
- Candidates with a background in remote island resorts, The Maldives or similar destinations are highly desirable.
- Familiarity with lifestyle brand or luxury experience service standards and quality assurance processes (e.g. LQA programs, Travel Life) is preferred.
- Diploma or Bachelor degree in hospitality management or related field. Professional qualification is a must (for WP requirements)
- English, German, other languages desirable
- Working Proficiency in Microsoft Word, Excel, and Outlook Strong
- Opera knowledge - Strong leadership and team management skills.
- Clear, professional, and empathetic communication (verbal and written) for interacting effectively with guests and team members.
- Attention to detail and commitment to high standards.
- Ability to deliver exceptional, personalized service at every touchpoint from pre-arrival to post-stay follow-up.
- Ability to manage multiple tasks, prioritize urgent situations, and remain organized in a fast-paced environment without sacrificing service quality.
- Proficiency in Resort operational software.
- The ability to handle complaints, de-escalate difficult situations, and find effective solutions quickly and calmly is crucial.
- Ability to gather and analyze guest feedback (surveys, reviews, direct conversation) to identify trends, pinpoint areas for improvement, and implement data-driven enhancements to the guest experience.
- Inspire and develop a high-performing team
- Ability to handle dynamic schedules and operational challenges effectively.
- Strong Knowledge of health and safety standards and budget management
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