Geylang - Director of Operations - Rooms Division

Director of Operations – Rooms Division is a senior-level hospitality professional responsible for overseeing the daily operations of a hotel’s rooms division. This includes managing front office, housekeeping, security, reservations, and guest services to ensure a seamless guest experience and operational efficiency

1. 1.1 Guest Experience & Service Excellence:

• To provide upscale guest service experiences for clients throughout their stay
• To ensure guests are properly greeted upon their arrival
• Handle VIP guests and resolve escalated complaints.
• To conduct all phases of the hotel’s guest service and front of house operations providing a superior service and product to the hotel’s guests.
• The purpose of Director of Operations – Rooms Division is to measure, analyze and report guest service satisfaction.
• To be responsible for setting goals for Guest Services and Front of House, both qualitative and quantitative.
• To monitor hotel performance through the brand’s hotel guest reviews. To devise and to implement actions to ensure hotel’s performance to the goals set for overall guest experience.
• To oversee Front of House operations, and to ensure that all required aspects of front desk, night audit, guest services and other supporting teams under this role’s responsibility aligned with the requirements, rendering a flawless operation.
• To monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• To Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like in-room dining
• To listen to and resolve complaints
• To ensure special guests, like VIPs, receive personalized services

1. 1.2 Operations Management:

• Oversee front office, housekeeping, concierge, security and reservations.
• To conduct all phases of the hotel’s guest service and front of house operations providing a superior service and product to the hotel’s guests.
• The purpose of Director of Operations – Rooms Division is to measure, analyze and report guest service satisfaction.
• To supervise and oversee the strategy, planning and execution of the organization’s overall customer experience goals. Director of Operations – Rooms Divisions is a leadership role, control and supervise the Front Desk, Guest Services and Concierge services as well
• Implement and monitor standard operating procedures (SOPs).
• Ensure compliance with safety and hygiene regulations.
• To assist in event coordination and to ensure our guests have an enjoyable experience. As Director of Operations – Room Division, to resolve any guest complaints or issues and to ensure employees are properly trained to provide customer service.
• To respond all reviews sent by guests and to analyze the results and producing reports for the hotel team.
• To be responsible for the Learning & Development of hotel teams regarding Guest Experience.
• To manage all reviews and social media feedback from guests i.e., TripAdvisor Facebook, Instagram, Twitter etc.
• To have close contact with hotel guests by interacting with guests to collect feedback and ideas.
• To makes recommendations to improve the Guest Experience and shares these with the management team.
• To ensure that the METT Brand Standards are adhered to and conducts regular spot checks
• To respond to all guest feedback and comments, follows up where necessary and ensures that each priority is resolved efficiently and effectively.
• To enhance the hotel's customer service and Guest Experience by incorporating examples of best practices.
• To schedule and conduct weekly and monthly training sessions, organises information technology and other equipment.

1. 1.3 Financial & Revenue Management:

• Work with revenue management to optimize room rates and occupancy.
• Control costs and budgets for housekeeping and front office.
• To be responsible for working with the General Manager to prepare the budget for the departments that this role supervises, ensuring labour and direct expenses are met based on forecast/budget guidelines established.

1. 1.4 Team Leadership & Training

• Director of Operations – Rooms Divisions is a leadership role, control and supervise the Front Desk, Guest Services and Concierge services as well
• Recruit, train, and develop department managers and staff.
• Foster a positive work culture and employee engagement.
• To monitor training programmes and manuals to ensure that they are effective and up-to-date and makes updates as necessary
• To adhere to all the various written mandatory standards of operations, policies and procedures, manuals, memos, oral instructions, etc., all which go to make up the essential functions.

1. 1.5 Performance Analysis & Reporting:

• Monitor KPIs such as occupancy, ADR (Average Daily Rate), and RevPAR (Revenue per Available Room).
• Generate reports and provide insights for continuous improvement.
• To measure, analyze and report guest service satisfaction, online reputation, quality assurance and similar experiential performance metrics to leadership and various other committees, and other internal and external publications.
• To lead Quality Assurance, ensuring all brand and service standards are met and the hotel successfully passes annual brand audits

1. 1.6 Collaboration & Strategy:

• Work with other departments (F&B, Sales, Engineering) for smooth operations.
• Implement new technologies and innovative guest services.
• To ensure all Hotel Policies & Procedures are adhered to and ensure room division team are accountable for compliance of these Policies & Procedures.
• To collaborate with the F&B Department, to ensure similar qualitative and experiential metrics and benchmarks are met.

• Bachelor’s degree in hospitality management or a related field.
• Extensive experience in hotel operations, particularly in rooms division.
• Strong leadership, problem-solving, and financial management skills.
• Knowledge of property management systems (PMS) like Opera, Fidelio, or similar.