Director of Rooms

"Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island and archipelago. This luxurious five-star hotel with 381 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests.  Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore.  The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

The Position

The Director of Rooms has overall responsibility and manages the Rooms Division department including Front Office, Concierge, Raffles Club Lounge, Royal Service and Transportation. He/she is accountable for the asset and performance such as Rooms revenue and profitability, competitive RevPAR index, guest satisfaction, brand consistency and employee engagement. This role ensures seamless guest experiences aligned with the Raffles brand standards, leading teams with a focus on luxury service delivery, operational excellence, and revenue optimization.

KEY ROLES & RESPONSIBILITIES

• Maintain complete knowledge of:
  • All hotel features/services
  • All room types, numbers, layout, décor, appointments and locations
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Previous day’s pickup and anticipated business levels
  • Room availability status for any given day
  • Scheduled in-house group activities, locations and times
• Tour hotel daily; audit colleagues’ adherence to Raffles’ service standards in all phases of service and job functions; follow up with designated employees where needed
• Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues
• Conduct daily briefings, review all information pertinent to the day’s business
• Prepare weekly work schedules and Manager on Duty schedules in accordance with the staffing guidelines and labour forecasts; adjust schedules to meet business demands
• Conduct weekly meetings with departmental managers and review all information pertinent to the week’s business
• Observe and review guest feedback / comments and confer frequently with the team to ensure guest needs are being met
• Work in coordination with Housekeeping and Guest Experience for smooth operations, without direct responsibility over these departments.
• Collaborate with Housekeeping leadership to ensure rooms are guest-ready
• Collaborate closely with the Guest Experience leadership to ensure seamless communication and deliver an elevated, memorable experience for all guests.
• Maintain and exceed brand standards by developing and enforcing SOPs, ensuring training and consistency across touchpoints
• Drive guest experience metrics, including LQA scores, Forbes standards, and guest satisfaction surveys (e.g. TrustYou)
• Lead and develop management teams through coaching, training, and performance evaluations.
• Monitor and handle guest complaints in an expedient and effective manner
• Anticipate sold-out situations/and know how many rooms are overbooked; assist in locating alternative accommodations for guests and assist in “walking” and following up with guests, in accordance with hotel policies and procedures
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
• Complete work orders for submission to Engineering for prompt maintenance repairs
• Prepare monthly, quarterly and yearly Rooms Division financial forecasts
• Prepare annual capital expenditures report
• Monitor monthly status of all accrual categories, i.e. uniforms etc.
• Provide training and development opportunities for all management employees
• Conduct annual / semi-annual performance reviews for all managers; provide performance feedback to all staff; handle disciplinary problems and counsel managers and staff
• Facilitate divisional and departmental management meetings
• Monitor and facilitate all Internal Defect Reports relating to the Rooms Division
• Work with appropriate departments in setting future rates and special packages
• Assist with facilitation of all quality auditing processes
• Mentor and train appropriate employees for upward growth
• Acts as Brand Ambassador with all our key contacts, regular guests and maximizes guest engagement and drives a culture of guest relations with her teams
• Stay abreast of industry trends and integrate best practices to elevate guest experience and operational efficiency

• Minimum 5 years of luxury hotel experience in Rooms Division leadership, ideally within a resort or ultra-luxury brand
• Proven experience managing large multicultural teams in a high guest-volume environment.
• Strong understanding of luxury guest expectations, cultural sensitivities, and personalized service delivery.
• Experience with Property Management Systems (PMS), preferably Opera Cloud or similar.
• Excellent communication, conflict resolution, and guest recovery skills.
• Strong business acumen with budgeting and forecasting capabilities.
• Flexible and solutions-oriented mindset, with the ability to remain calm under pressure.
• Deep understanding and embodiment of Raffles’ commitment to emotional luxury, creating genuine, heartfelt moments of connection that leave lasting impressions.
• Passionate about curating legendary service through storytelling, personal touches, and anticipatory care
• Proven ability to inspire, engage, and lead large multicultural teams with empathy, presence, and emotional intelligence.