Director, Rooms

REQ13900 Director, Rooms (Open) POSITION SUMMARY: The Director of Rooms oversees both the Rooms Operation and Housekeeping, a hotel known for its intuitive, and highly personalized guest service. The role ensures a seamless cooperation between the Front Office Team and Housekeeping. This leader drives excellence through a culture of genuine hospitality, efficiency, and collaboration while maintaining operational control over service quality, staffing, and training. The Director plays a pivotal role in shaping Nuwa’s identity as an Asian inspired hotel destination known for tailored guest experiences and exceptional team synergy. PRIMARY RESPONSIBILITIES: Human Resources Lead, mentor, and inspire a multi-functional team to deliver intuitive, guest-focused service. Recruit, train, and develop team members to uphold Nuwa’s luxury standards. Foster cross-functional collaboration and a 'one team, one service' mindset between all guest-facing departments. Conduct regular performance evaluations and implement development plans for succession readiness. Promote a culture of accountability, empowerment, and engagement, ensuring consistent alignment with company values. Finance Manage departmental budgets, payroll, and productivity goals while maintaining superior service delivery. Monitor revenue opportunities, including room upgrades, personalized amenity sales, and guest experiences. Ensure cost efficiency through effective resource allocation and scheduling practices. Support forecasting, financial planning, and expense tracking to align operational outcomes with business targets. Services Oversee all front- and heart of house operations to ensure flawless execution of arrivals, in-stay services, and departures. Ensure all guest needs are anticipated, coordinated, and fulfilled seamlessly across departments. Maintain consistent service quality through regular inspections, guest feedback reviews, and proactive issue resolution. Ensure all VIP arrivals, repeat guests, and special occasions receive personalized attention and follow-up. Collaborate with Marketing and F&B teams to deliver cohesive guest experiences. Uphold confidentiality and privacy standards for all guests. Lead the department in delivering memorable, distinctive stays. KEY PERFORMANCE INDICATORS: Guest satisfaction scores and repeat-guest ratios. Achievement of service and financial objectives. Team engagement and retention rates. Efficiency of front- and heart of house operations and adherence to budgets. Continued enhancement in service practices and culture, both front- and heart of house. Compliance with brand and company service standards. QUALIFICATIONS: Experience Minimum 8–10 years’ experience in luxury hotel operations with strong exposure to front-of-house leadership. Previous experience as a Butler Manager, Front Office Manager, or Director of Guest Services in a 5-star or lifestyle property. Proven experience leading cross-functional guest service teams. Education Bachelor Degree in Hospitality Business Management or equivalent Skills / Competencies Strong leadership presence with a service-driven mindset. Excellent communicator; fluent in English and at least one additional language (Mandarin or Cantonese preferred). Financial acumen with solid understanding of budgeting and cost control. Exceptional interpersonal skills and high emotional intelligence. Strategic thinker with the ability to translate vision into execution. Culturally aware with the ability to personalize service for diverse guests. Resilient under pressure, organized, and detail-oriented. Melco Resorts & Entertainment Limited (“Melco”) is a developer, owner and operator of casino gaming and entertainment casino resort facilities in Asia. Through the implementation of innovative products and services and by working hand-in-hand with globally renowned brands, Melco intends to offer the best entertainment experience that aims to appeal to a broad spectrum of customers and thereby become the leader of gaming industry in the region. In this endeavor, we have a number of projects currently underway or planned.

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