Director of Rooms

1 week ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia PULLMAN KUALA LUMPUR CITY CENTRE HOTEL & RESIDENCES Full time

The Director of Rooms oversees and directs all aspects of the Rooms Division, which includes the Front Office, Club Lounge, Housekeeping, Laundry, Pullman Touch, Concierge, Bell Desk, and Limousine/Valet Services. This leadership role ensures operational excellence in delivering attentive, efficient, and courteous service, aligned with the Pullman brand standards. The Director of Rooms is responsible for optimizing guest satisfaction, maximizing room revenue, and developing high-performing teams across departments.

Operational Leadership

  • Lead and manage daily operations of the Rooms Division, ensuring a seamless and luxurious guest experience.
  • Ensure total compliance with Pullman brand standards and operational procedures.
  • Maintain appropriate staffing levels to meet fluctuating business demands.
  • Oversee administrative functions and organizational processes to drive efficiency and service quality.
  • Participate in strategic planning, regular operations meetings, and business reviews.

Guest Experience & Quality Assurance

  • Champion the Pullman brand pillars in all guest interactions and service delivery.
  • Enhance guest satisfaction by improving service quality indicators such as TrustYou and LQA scores.
  • Handle all guest complaints promptly and professionally, ensuring timely resolution and guest recovery.
  • Collaborate cross-functionally with F&B, Sales, Revenue, and Talent & Culture to deliver holistic guest experiences.

Financial & Revenue Management

  • Drive rooms revenue performance through effective inventory management, upselling strategies, and yield optimization.
  • Monitor and manage departmental expenses, ensuring alignment with budgetary goals.
  • Implement corrective actions and operational solutions to improve performance and cost-efficiency.

People & Talent Development

  • Inspire, lead, and mentor department heads and team members to deliver high service standards.
  • Foster a culture of learning, engagement, and succession planning.
  • Conduct performance reviews, training needs assessments, and team-building initiatives.

Reporting & Strategic Planning

  • Develop and implement strategic plans to continuously improve service standards and operational efficiency.
  • Establish monthly reporting systems to monitor financial, operational, and guest service KPIs.
  • Support the formulation and execution of annual business plans and budgets.

Qualifications

· Degree or Diploma in Hospitality Management or a related field.

· Minimum 3 years' experience in a similar leadership role within a luxury hotel environment.

· Comprehensive knowledge of Rooms Division operations, including front office, housekeeping, and guest services.

· Proficiency in Opera Cloud PMS, and strong competency in spreadsheets, budgeting, and financial analysis.

· Excellent communication, interpersonal, and problem-solving skills.

· Professional appearance with a strong presence and leadership acumen.

· Ability to work effectively under pressure in a fast-paced environment.

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