Assistant Director Of Rooms

* Position Summary
- The Assistant Director of Rooms oversees the daily execution and strategic operational flow of the Rooms Division (Front Office, Housekeeping, Guest Relations, Concierge, Laundry, and Guest Services). This role is specifically designed for an operational leader who combines deep process improvement capability with uncompromising 5-star luxury service standards.
- This executive is responsible for auditing, re-engineering, and optimizing guest touchpoints-from pre-arrival to checkout-while leading, training, and coaching department heads and supervisors. The core mission is to elevate guest satisfaction (CSAT/NPS), eliminate operational bottlenecks, and cultivate a service culture grounded in empathy, precision, and continuous learning.
* Key Responsibilities & Deliverables
- Lead the daily operations of Front Office, Housekeeping, Guest Relations, Concierge, Laundry, and Guest Services.
- Optimize guest journey processes, SOPs, and cross-department workflows to enhance efficiency and service quality.
- Ensure compliance with 5-star luxury service standards and drive continuous quality improvement.
- Coach and develop department leaders and front-line teams through hands-on training and performance mentoring.
- Manage guest satisfaction, service recovery, VIP experiences, and operational performance metrics.
- Support revenue growth through upselling initiatives while optimizing labor productivity and operational resources.