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

• 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.