Minimum of 8–10 years of progressive luxury hospitality management experience, including at least 3–5 years as Director of Rooms or Director of Operations in a recognized five-star international luxury hotel or resort.
Proven experience managing multi-departmental operations including Housekeeping, Front Office, Spa/Recreation, and Security within a resort environment.
Bachelor's degree in Hospitality Management, Business Administration, or a related discipline.
Deep working knowledge of Property Management Systems such as Opera Cloud and Micros, Spa Management systems such as Book4Time, guest service platforms, and modern revenue management tools.
Health and Safety management certifications such as OSHA, IOSH, or local equivalents, and First Aid/CPR leadership awareness.
Strong strategic planning and financial analysis skills, crisis management composure, operational resilience, and attention to physical detail and cleanliness.
Responsibilities
Lead the end-to-end guest journey from pre-arrival concierge outreach and VIP welcomes through check-out and post-stay loyalty engagement.
Establish and audit standard operating procedures aligned with luxury benchmarks, including Forbes Travel Guide and Leading Hotels of the World standards.
Monitor guest feedback, Net Promoter Scores, and quality audits, analyze trends, address service gaps, and foster an anticipatory service culture.
Direct Front Desk, Concierge, Guest Relations, Butler Services, and Valet/Transportation; ensure effective VIP arrivals, billing accuracy, room assignments, and loyalty program recognition.
Oversee Housekeeping and Laundry operations, including room cleanliness, turndown rituals, public-area aesthetics, floristry, linen inventory, and laundry operations to preserve assets and hygiene.
Partner with the Director of Spa to guide wellness programming, treatment quality, retail revenue, therapist productivity, and facility maintenance.
Oversee beach and pool operations, kids' club, water sports, fitness center, and resort excursions, maintaining safety protocols and guest programming.
Supervise security leadership to maintain resort surveillance, perimeter protection, crisis management protocols, emergency response readiness, and guest privacy.
Partner with Revenue Management and Sales to maximize RevPAR through room inventory balancing, room upselling, and length-of-stay controls.
Own the Rooms Division profit and loss; formulate annual operating budgets, labor matrices, and expense forecasts.
Drive ancillary revenue from spa treatments, wellness retail, cabana rentals, private recreational activities, and resort transportation.
Control operating expenses for supplies, guest amenities, linen replenishment, and cleaning chemicals while maintaining luxury product integrity.
Collaborate with Engineering and Facilities on preventive maintenance across rooms and suites, deep-cleaning rotations, and off-season refurbishment projects.
Coordinate with Food and Beverage Operations to deliver in-room dining, VIP welcome amenities, and pool/beach cabana services seamlessly.
Lead, mentor, and coach Rooms Division department heads to foster employee morale, service pride, and career growth.
Design division-wide luxury training academies focused on emotional intelligence, bespoke guest engagement, language skills, and service recovery.
Manage workforce planning, contractor performance, and division succession planning.
Desired Qualifications
Master's degree or relevant executive management credentials.
Luxury brand service auditor certification.
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 & Laundry, Front Office, Safety & Security, and Spa & 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)
2. Operational Departmental Oversight
Front Office & Concierge: Direct Front Desk, Concierge, Guest Relations, Butler Services, and Valet/Transportation. Ensure flawless execution of VIP arrivals, billing accuracy, room assignments, and loyalty program recognition.
Housekeeping & 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 & 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 & 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 & Security: Supervise the security leadership to maintain 24/7 resort surveillance, physical perimeter protection, crisis management protocols, emergency response readiness, and guest privacy.
3. Financial Stewardship & Revenue Optimization
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&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 & equipment, guest amenities, linen replenishment, cleaning chemicals) while maintaining luxury product integrity.
4. Asset Management & Inter-Departmental Synergy
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&B to ensure seamless coordination for in-room dining deliveries, VIP welcome amenities, and pool/beach cabana service execution.
5. People & Talent Development
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.
Qualifications & Candidate Profile
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., Book4Time), guest service platforms, and modern revenue management tools.
Certifications: Health & Safety management certifications (OSHA, IOSH, or local equivalents), First Aid/CPR leadership awareness; luxury brand service auditor certification advantageous.
Competencies: Strong strategic planning and financial analysis skills, crisis management composure, operational resilience, and an eye for physical detail and cleanliness.