Job Description

REQ13900 Director, Rooms (Open)

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.