Director of Rooms

Key Responsibilities

1. Rooms Division Leadership & Operations

• Oversee and manage all Rooms Division operations, including Front Office, Guest Services, Concierge , Club InterContinental, and Housekeeping.
• Ensure consistent delivery of exceptional service standards in line with InterContinental brand expectations and IHG operating standards.
• Drive operational efficiency and continuously identify opportunities for improvement.
• Strengthen collaboration and communication across all Rooms Division departments and other hotel functions.

2. Guest Experience & Service Excellence

• Develop and implement strategies to enhance overall guest satisfaction and loyalty.
• Monitor guest feedback, satisfaction scores, and service performance, driving continuous improvement initiatives.
• Ensure exceptional recognition and personalized experiences for VIP guests and IHG One Rewards members.
• Oversee the handling of guest complaints and service recovery, ensuring appropriate follow-up and preventive measures.

3. Financial & Business Performance

• Lead the annual budgeting process and manage the financial performance of the Rooms Division.
• Monitor departmental expenses, labor costs, and productivity to achieve financial targets.
• Analyze key performance indicators (KPIs) and implement strategies to improve business results.
• Optimize resource allocation while maintaining high standards of service quality.

4. People Development & Talent Management

• Lead, coach, and develop department leaders and future talents.
• Drive succession planning and talent development initiatives.
• Foster a positive and engaging workplace culture that supports colleague engagement and retention.
• Promote an inclusive environment where colleagues from diverse backgrounds can thrive and grow.

5. Strategic Leadership & Hotel Management

• Contribute to the hotel's overall business strategy as a member of the Executive Committee.
• Collaborate closely with other departments to achieve hotel-wide business objectives.
• Drive initiatives that strengthen the hotel's brand positioning and competitive advantage.
• Support the hotel's long-term growth and continuous improvement.

Qualifications & Experience

• Proven leadership experience in Rooms Division management within a luxury or full-service hotel environment.
• Strong experience overseeing multiple Rooms-related departments or managing a large operational team.
• Solid understanding of hotel financial management, budgeting, labor cost control, and business performance.
• Demonstrated ability to lead, develop, and inspire management teams.
• Excellent communication, interpersonal, and leadership skills.
• Business-level proficiency in both Japanese and English.
• A strong passion for hospitality and a commitment to delivering exceptional guest experiences.

Preferred Qualifications

• Previous experience with an international luxury hotel brand.
• Experience working within the IHG hotel group.
• Previous experience as a member of a hotel's Executive Committee.
• Experience managing multicultural and diverse teams.

• Strong knowledge of hotel operating systems, guest experience platforms, and performance measurement tools.

Ideal Candidate Profile

We are looking for a dynamic and strategic leader who:

• Demonstrates a genuine passion for luxury hospitality and consistently strives to exceed guest expectations.
• Combines strong business acumen with a hands-on operational approach.
• Inspires, develops, and empowers colleagues to achieve their full potential.
• Embraces change and drives innovation and continuous improvement.
• Values diversity, collaboration, and an inclusive workplace culture.
• Embodies the spirit of InterContinental and shares our commitment to True Hospitality for Good.