Director, Rooms - Rixos Baghdad

Established in 2000 in Turkey, Rixos pioneers the ‘ALL Inclusive, ALL Exclusive’ concept, inviting guests to discover a world of possibilities, with luxurious stays, inclusive of culinary delights from around the globe, live entertainment, daily sports, and fitness activities, sensorial spa and wellness journeys and fun-filled kids and teens activities. Each Rixos property presents a unique experience inspired by local culture, global influences, and our Turkish heritage, all within a setting of unparalleled luxury.

The Director of Rooms is a critical leadership position responsible for overseeing all aspects of the hotel's room operations, ensuring the highest standards of guest satisfaction, operational efficiency, and financial performance.

Administration:

• Ensure strict alignment of Rooms activities with Corporate Strategy and implement Hotel Actions as mandated.
• Serve as the authoritative representative for the Rooms function on the hotel's Executive Committee.
• Oversee the meticulous preparation and regular updating of individual Departmental Operations Manuals.
• Conduct formal divisional communications meetings and ensure the efficacy of departmental briefings.
• Maintain and utilize comprehensive guest history files with utmost diligence.

Customer Service:

• Enforce rigorous adherence to brand promise delivery and exceptional guest service standards across all employee interactions.
• Mandate excellent service provision to internal customers in other departments.
• Conduct thorough observations of employee-guest interactions in public areas, implementing targeted coaching through Heads of Department to enhance guest service skills.
• Address all guest and internal customer complaints and inquiries with the utmost professionalism and efficiency, ensuring satisfactory resolution of all issues.

Financial Management:

• Maximize employee productivity through strategic implementation of multi-skilling, multi-tasking, and flexible scheduling to meet financial objectives and guest expectations.
• Ensure optimal revenue generation and profit maximization in all relevant departments through strategic upselling, pricing activities, and yield management.
• Implement stringent cost control measures in all cost centres while maintaining brand promise delivery.
• Oversee the meticulous preparation of the Annual Business Plan for Rooms.
• Conduct in-depth strategic analysis of business performance to facilitate accurate forecasting, involving respective Heads of Department as necessary.
• Proactively manage costs based on key performance indicators, working in close coordination with respective Heads of Department.
• Enforce strict adherence to all hotel, company, and local regulations pertaining to financial record keeping, money handling, and licensing, including timely and accurate financial reporting.

Marketing and Revenue Management:

• Develop, implement, and regularly update a comprehensive Annual Marketing Plan, with detailed breakdowns by division and/or department.
• Continuously evaluate local, national, and international market trends, vendors, and competitor operations to ensure the hotel maintains a competitive edge.
• Mandate Heads of Department to actively seek Marketing and Public Relations opportunities to increase awareness and drive business growth.
• Actively participate in weekly yield and revenue management meetings, overseeing the implementation of strategic pricing structures to maximize yield and overall profits.
• Engage in targeted entertainment of frequent and potential customers, in close coordination with the Marketing Department.

Operational Excellence:

• Oversee the entire guest journey from check-in to check-out, working closely with each Head of Department to ensure a flawless guest experience and implement necessary adjustments.
• Enforce rigorous implementation of all company minimum brand standards and appropriate optional brand standards.
• Personally manage the reception and experience of regular and VIP guests, ensuring impeccable handling of reservations, room assignments, and check-in processes.
• Oversee the stringent implementation of the hotel's Guest Recognition Programme.
• Conduct regular, thorough inspections of rooms and other Rooms areas to ensure unwavering maintenance of set standards.
• Collaborate closely with the Engineering Department to maintain guest rooms and public areas to the highest possible standard.
• Analyze and implement necessary changes based on Consumer Audit results.
• Foster close, professional working relationships with other Executive Committee members, maintaining a laser focus on overall hotel success and guest satisfaction.

Personnel Management:

• Oversee and participate in the rigorous recruitment and selection process for all Rooms employees, ensuring Heads of Department adhere strictly to hotel guidelines and employ a competency-based approach.
• Enforce strict standards for punctuality and appearance of all Rooms employees, ensuring compliance with uniform requirements and maintaining the highest standards of personal appearance and hygiene.
• Maximize the effectiveness of Heads of Department through targeted skill development, utilizing appropriate training, coaching, and mentoring methodologies.
• Conduct comprehensive annual Performance Development Discussions with Heads of Department and support their professional development goals. Ensure they, in turn, conduct thorough annual Performance Development Discussions with their employees.
• Mandate the planning and implementation of effective training programmes for all employees, in close coordination with the Training Manager and Departmental Trainers.
• Foster a culture of creativity and innovation among employees, while maintaining a rigorous system of challenges and recognition for contributions to operational success.
• Ensure comprehensive understanding and strict adherence to all employee rules and regulations.
• Enforce unwavering compliance with all hotel, company, and local rules, policies, and regulations relating to fire and hazard safety, and security.
• Analyze Employee Opinion Survey results and implement relevant changes with utmost diligence.

Additional Responsibilities:

• Maintain strong, professional relationships with relevant representatives from competitor hotels and other organizations, with particular focus on travel agencies, local business groups, and airlines.
• Adapt swiftly and effectively to changes in the Rooms function as dictated by industry trends, company directives, and hotel needs.
• Demonstrate thorough knowledge of the hotel's Employee Handbook and maintain strict adherence to the hotel's rules and regulations, with particular emphasis on policies and procedures relating to fire, hygiene, health, and safety.
• Attend all mandatory training sessions and meetings as required.
• Execute any other reasonable duties and responsibilities as assigned with the utmost professionalism and efficiency.

• Education: A four-year bachelor's degree in Hospitality Management, Business Administration, or a closely related field is mandatory. A master's degree is strongly preferred.
• Experience: A minimum of seven years of progressive experience in luxury hotel operations is required, with no less than three years in a senior management role overseeing rooms division.
• Language Proficiency: Fluency in English is non-negotiable. Proficiency in Vietnamese or other Asian languages is considered a significant advantage.
• Professional Development: Advanced training in revenue management, customer service excellence, and leadership development is essential. Certifications from recognized hospitality institutions (e.g., Cornell University, Les Roches) are highly regarded.
• Technological Proficiency: Demonstrated mastery of MS Office applications, property management systems (e.g., Opera, Fidelio), and revenue management software is required. Proficiency in business intelligence tools is considered a valuable asset.
• Financial Acumen: A comprehensive understanding of financial management, budgeting, and forecasting in the hospitality industry is crucial.
• Leadership Capabilities: Proven ability to lead, motivate, and develop large teams in a multicultural environment is a fundamental requirement.
• Analytical Skills: Exceptional analytical and problem-solving abilities, coupled with the capacity to make sound decisions under pressure, are imperative.
• Communication Proficiency: Superior verbal and written communication skills are essential, with the demonstrated ability to interact effectively with guests, staff, and stakeholders at all levels.
• Industry Expertise: In-depth understanding of luxury hospitality trends, standards, and best practices is a critical requirement.
• Customer Service Orientation: A genuine commitment to delivering exceptional guest experiences and driving customer satisfaction is paramount.
• Adaptability: The ability to thrive in a dynamic environment and effectively manage change is crucial.
• Legal Compliance: Thorough knowledge of local labor laws, health and safety regulations, and hospitality industry standards is non-negotiable.
• Strategic Acumen: The capacity to develop and implement strategic initiatives to drive business growth and operational excellence is essential.
• Cultural Competence: Demonstrated experience working in diverse cultural environments, with a profound appreciation for Vietnamese culture and customs, is a critical requirement.