Job Description

Roles & Responsibilities

1. Operational Leadership

Oversee day-to-day operations of all Rooms Division departments to ensure efficient, smooth guest experiences.
Develop, implement, maintain, and monitor standard operating procedures (SOPs), service standards, policies, and quality control processes.
Conduct regular inspections of guest rooms, corridors, public areas, back-of-house and ensure cleanliness, maintenance, safety, and brand hygiene standards.

2. Guest Experience & Satisfaction

Monitor guest feedback (through GSS, online reviews, in-house feedback), analyses trends and drive continuous service improvements.
Handle guest complaints and service recovery in a timely, effective manner, ensuring the guest s expectations are met.
Ensure that all Rooms Division touchpoints deliver an exceptional guest experience (arrival, stay, departure, room condition, cleanliness, etc.).

3. Financial Performance / Revenue & Budget Management

Develop and manage the Rooms Division budget, forecasts, and ensure revenue targets (including rooms revenue, upsells, etc.) are achieved.
Monitor controllable costs labour, housekeeping supplies, room amenities, energy usage, etc. Work with department heads to maintain or reduce costs in line with budgets.
Analyse metrics such as occupancy, Average Daily Rate (ADR), Revenue Per Available Room (RevPAR), room yield, cost per occupied room, etc. Use these metrics to drive decisions.

4. Team Leadership

Lead, coach, mentor and develop department heads and their teams (Front Office Manager, Housekeeping Manager, etc.).
Hold regular departmental meetings, shift briefings, pre-shift planning to ensure alignment and communication.

5. Brand Standards & Compliance

Ensure operations comply with M venpick / Accor brand standards, local regulatory requirements (e.g. safety, hygiene, licensing).
Oversee audits (internal, brand, third party) and ensure corrective actions are implemented and tracked.

6. Collaboration & Cross-departmental Coordination

Work closely with other departments (Sales & Marketing, Revenue Management, Engineering & Maintenance, Food & Beverage, Finance, HR, Security) to ensure coherence in hotel operations.
Participate as member of the Executive Committee; contribute to hotel-wide strategic plans and decisions.

Desired Candidate Profile

Education: Bachelor s Degree in Hotel Management, Hospitality, Business Administration, or related field preferred.

Experience: Significant experience in rooms operations with progressive leadership roles. Experience covering both Front Office & Housekeeping essential. Experience in a luxury or upscale hotel is an advantage.
Management Skills: Strong leadership, ability to motivate and develop teams, excellent communication (verbal & written), decision making and problem solving.
Operational Competence: Knowledge of PMS systems, property management, forecasting, revenue-management basics, budgeting. Ability to interpret financial reports.

Director of Rooms ACCOR

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