Director of Rooms at Hyatt

About the role

• The Director of Rooms is responsible for overseeing the overall operations of the Rooms Division, including Front Office, Housekeeping, Guest Services, Concierge, Recreation/SPA and related areas. This leader ensures that all departments deliver exceptional guest experiences consistent with Hyatt’s brand standards, while achieving financial goals, operational efficiency, and colleague development objectives.

Key Responsibilities

Guest Service Management

• Ensure all guests receive a warm welcome and excellent service throughout their stay.
• Handle guest complaints and resolve issues promptly and professionally.
• Maintain high standards of hospitality in line with Hyatt brand expectations.

Front Office Operations

• Supervise daily front desk activities including check-in, check-out, reservations, and concierge services.
• Ensure accurate room allocation and availability management.
• Monitor and maintain cleanliness and organization of the front office area.

Staff Supervision & Training

• Recruit, train, and supervise front office staff.
• Prepare duty rosters and manage staff scheduling.
• Conduct performance evaluations and provide coaching for improvement.

Revenue & Financial Management

• Maximize room occupancy and revenue through effective pricing and upselling strategies.
• Monitor daily financial transactions, billing, and cash handling procedures.
• Prepare reports on occupancy, revenue, and forecasts.

Communication & Coordination

• Coordinate with housekeeping, maintenance, and other departments to ensure smooth operations.
• Ensure effective communication between shifts and departments.

Compliance & Standards

• Ensure adherence to hotel policies, safety standards, and legal requirements.
• Maintain guest confidentiality and data protection standards.

Qualifications

• Minimum of 5–7 years of progressive experience in Rooms Division management within a luxury or upscale hotel environment.
• Previous experience in a multinational hotel group, preferably Hyatt, is an advantage.
• Strong leadership, communication, and interpersonal skills.
• Demonstrated expertise in guest service management and operational excellence.
• Proficiency in PMS systems (Opera), Microsoft Office, and hotel management tools.
• Financial acumen with experience in budgeting, forecasting, and P&L analysis.
• Ability to manage multiple departments and lead diverse teams in a dynamic environment.