Director of Operations - Rooms

The Director of Operations Rooms serves as the executive steward of the overall guest arrival-to-departure journey and the physical condition of the resort Leading a diverse division encompassing 283 luxury keys Housekeeping amp Laundry Front Office Safety amp Security and Spa amp Recreation this leader is responsible for setting luxury service benchmarks driving rooms-related ancillary revenues optimizing operational margins and maintaining pristine asset presentation and comprehensive safety standards.

• Architect and lead the end-to-end guest journey from pre-arrival concierge outreach and curbside VIP welcomes to seamless check-out and post-stay loyalty engagement
• Establish and audit standard operating procedures SOPs aligned with ultra-luxury benchmarks e g Forbes Travel Guide Leading Hotels of the World ensuring flawless delivery across all touchpoints
• Monitor guest feedback Net Promoter Scores NPS and quality audits analyzing data trends to address service gaps and instill an anticipatory service culture resort-wide
• Establish standard operating procedures SOPs and luxury service touchpoints matching leading global auditing standards e g Forbes Travel Guide

• Front Office amp Concierge Ensure flawless execution of VIP arrivals billing accuracy room assignments and loyalty program recognition
• Housekeeping amp Laundry Oversee room cleanliness turndown rituals public area aesthetics floristry linen inventory and on-site or contracted laundry operations to preserve capital assets and ensure hygiene
• Spa amp Wellness Partner with the Director of Spa to guide wellness programming treatment quality retail revenue therapist productivity and facility maintenance saunas hydrotherapy treatment villas
• Recreation amp Activities Oversee beach and pool operations kids club water sports fitness center and resort excursions ensuring rigorous activity safety protocols and engaging guest programming
• Safety amp Security Supervise the security leadership to maintain 24 7 resort surveillance physical perimeter protection crisis management protocols emergency response readiness and guest privacy

• Partner closely with the Director of Revenue Management and Sales to maximize RevPAR through strategic room inventory balancing room upselling programs and length-of-stay controls
• Own the Rooms Division P amp L formulate annual operational budgets room division labor matrices and operating expense forecasts
• Drive ancillary revenue streams across spa treatments wellness retail cabana rentals curated private recreational activities and resort transportation
• Control operating expenses operating supplies amp equipment guest amenities linen replenishment cleaning chemicals while maintaining luxury product integrity

• Collaborate with the Director of Engineering Director of Facilities to manage the preventive maintenance program PMP across all 283 rooms and suites coordinating deep-cleaning rotations and off-season refurbishment projects
• Coordinate with the Director of Operations F amp B to ensure seamless coordination for in-room dining deliveries VIP welcome amenities and pool beach cabana service execution

• Lead mentor and coach department heads within the Rooms Division cultivating high employee morale service pride and career growth
• Design division-wide luxury training academies focusing on emotional intelligence bespoke guest engagement language skills and effective service recovery
• Manage workforce planning contractor performance e g security or specialized cleaning partners and division succession planning

• Experience:
  
  Minimum of 8 10 years of progressive luxury hospitality management experience, with at least 3 5 years as Director of Rooms or Director of Operations in a recognized 5-star international luxury hotel or resort.
• Comprehensive Scope:
  Proven experience managing multi-departmental operations including Housekeeping, Front Office, Spa/Recreation, and Security within a resort environment.
• Education:
  
  Bachelor s Degree in Hospitality Management, Business Administration, or a related discipline;
  Master s or relevant executive management credentials preferred.
• Technical Proficiency:
  Deep working knowledge of Property Management Systems (e.g., Opera Cloud, Micros), Spa Management systems (e.g., Book4
  
  Time), guest service…