Director of Rooms

Raffles Udaipur opened in 2021, its ornamental gardens, tumbling fountains and stately Indo-Saracenic architecture describing a love story between India and the West. Set on a 21-acre private island rich with birdlife and exotic flora and fauna, this contemporary reimagining of a country mansion is the first Raffles hotel in India.

Just 20 minutes from the airport, Raffles Udaipur spans a private island and serene lakeshore. Begin your journey with a graceful boat ride, guided by migratory birds. Discover 137 rooms and suites, 10 dining experiences, two pools, wellness rituals, and the timeless care of the Raffles Butler.

We are seeking an experienced and visionary Director of Rooms to lead our Rooms Division at our luxury hospitality property in Udaipur, India. In this pivotal leadership role, you will drive operational excellence, foster a culture of exceptional guest service, and strategically oversee all aspects of the Rooms Division. Reporting to senior management, you will be responsible for ensuring that every guest interaction reflects our commitment to luxury, innovation, and personalized service while maintaining the highest operational standards.

• Provide strategic leadership and vision for the entire Rooms Division, including Front Office, Housekeeping, Guest Services, and Fairmont Gold operations, ensuring alignment with organizational objectives and brand standards.
• Oversee daily operations and drive continuous improvement initiatives across all Rooms Division departments, maintaining efficiency while upholding luxury service standards.
• Develop and execute comprehensive departmental strategies that enhance guest experiences, optimize operational performance, and support revenue growth objectives.
• Lead, mentor, and develop a high-performing team of department managers and staff, fostering a collaborative culture of accountability, professional growth, and service excellence.
• Manage departmental budgets, forecasting, labor planning, and expense management while maintaining profitability and operational efficiency.
• Ensure brand standards, loyalty program requirements, and quality assurance metrics are consistently met and exceeded through regular audits and performance monitoring.
• Drive service excellence initiatives by analyzing guest feedback platforms, identifying trends, and implementing innovative solutions to enhance satisfaction and loyalty.
• Handle escalated guest concerns with empathy and decisiveness, ensuring resolution that exceeds expectations and strengthens guest relationships.
• Collaborate strategically with interdepartmental teams including Food & Beverage, Spa, Recreation, and Sales to create seamless guest experiences and support hotel-wide initiatives.
• Participate in capital projects, renovations, and technology implementations that enhance guest offerings and operational capabilities.
• Monitor industry trends, competitive landscape, and emerging technologies to recommend innovative products and service enhancements.
• Support recruitment, onboarding, training, and development programs to build a strong talent pipeline and succession planning within the Rooms Division.
• Maintain transparent communication with senior leadership through regular reporting, performance metrics, and strategic recommendations.

**Required Experience:**

• Minimum 5+ years of progressive leadership experience in a Rooms Division, Front Office Manager, or Executive Housekeeper role within a luxury hospitality environment.
• Proven track record of successfully managing large teams and driving operational excellence in fast-paced, guest-centric environments.
• Demonstrated experience with P&L responsibility, budget management, and financial forecasting.
• Strong background in Front Office and Housekeeping operations, policies, procedures, and best practices.

**Required Skills & Competencies:**

• Exceptional leadership and team management abilities with a talent for coaching, motivating, and developing high-performing teams.
• Strong guest service orientation with deep understanding of luxury service standards and personalized hospitality.
• Excellent organizational, strategic planning, and problem-solving skills with the ability to manage multiple priorities effectively.
• Outstanding communication, presentation, and public speaking abilities with strong interpersonal skills.
• Analytical mindset with proficiency in data analysis, performance metrics, and decision-making.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and hospitality management systems.
• Ability to perform effectively under pressure while maintaining composure, resilience, and a positive attitude.
• Strong vendor and stakeholder management capabilities.

**Required Domain Expertise:**

• Comprehensive knowledge of luxury hospitality operations and service delivery standards.
• Expertise in Front Office operations, guest check-in/check-out processes, and concierge services.
• Knowledge of Housekeeping operations, room maintenance standards, and quality assurance protocols.
• Understanding of brand standards, loyalty programs, and guest satisfaction management systems.
• Familiarity with service excellence initiatives and guest feedback platforms.
• Experience with capital project management and operational improvements.

**Preferred Qualifications:**

• Hospitality management certification or degree from an accredited institution.
• Experience in a Forbes Five-Star or Five-Diamond property.
• Knowledge of revenue management and yield optimization strategies.
• Experience with change management and organizational transformation initiatives.
• Multilingual capabilities, particularly familiarity with Indian hospitality market dynamics.

• An opportunity to be with world’s preferred hospitality company
• Captivating and rewarding experience working alongside passionate professionals
• Range of exclusive Heartist Benefits
• Develop your talent through learning programs by Academy Accor.