Director of Operations - Rooms

Marsa Malaz Kempinski, The Pearl - Doha The Director of Operations – Rooms serves as the executive steward of the overall guest arrival-to-departure journey and the physical condition of the resort. Leading a diverse division encompassing 283 luxury keys, Housekeeping & Laundry, Front Office, Safety & Security, and Spa & Recreation, this leader is responsible for setting luxury service benchmarks, driving rooms-related ancillary revenues, optimizing operational margins, and maintaining pristine asset presentation and comprehensive safety standards Key Responsibilities 1. Strategic Division Leadership & Guest Experience - Architect and lead the end-to-end guest journey, from pre-arrival concierge outreach and curbside VIP welcomes to seamless check-out and post-stay loyalty engagement. - Establish and audit standard operating procedures (SOPs) aligned with ultra-luxury benchmarks (e.g., Forbes Travel Guide, Leading Hotels of the World), ensuring flawless delivery across all touchpoints. - Monitor guest feedback, Net Promoter Scores (NPS), and quality audits, analyzing data trends to address service gaps and instill an anticipatory service culture resort-wide. - Establish standard operating procedures (SOPs) and luxury service touchpoints matching leading global auditing standards (e.g., Forbes Travel Guide) 2. Operational Departmental Oversight - Front Office & Concierge: Direct Front Desk, Concierge, Guest Relations, Butler Services, and Valet/Transportation. Ensure flawless execution of VIP arrivals, billing accuracy, room assignments, and loyalty program recognition. - Housekeeping & Laundry: Oversee room cleanliness, turndown rituals, public area aesthetics, floristry, linen inventory, and on-site or contracted laundry operations to preserve capital assets and ensure hygiene. - Spa & Wellness: Partner with the Director of Spa to guide wellness programming, treatment quality, retail revenue, therapist productivity, and facility maintenance (saunas, hydrotherapy, treatment villas). - Recreation & Activities: Oversee beach and pool operations, kids' club, water sports, fitness center, and resort excursions, ensuring rigorous activity safety protocols and engaging guest programming. - Safety & Security: Supervise the security leadership to maintain 24/7 resort surveillance, physical perimeter protection, crisis management protocols, emergency response readiness, and guest privacy. 3. Financial Stewardship & Revenue Optimization - Partner closely with the Director of Revenue Management and Sales to maximize RevPAR through strategic room inventory balancing, room upselling programs, and length-of-stay controls. - Own the Rooms Division P&L; formulate annual operational budgets, room division labor matrices, and operating expense forecasts. - Drive ancillary revenue streams across spa treatments, wellness retail, cabana rentals, curated private recreational activities, and resort transportation. - Control operating expenses (operating supplies & equipment, guest amenities, linen replenishment, cleaning chemicals) while maintaining luxury product integrity. 4. Asset Management & Inter-Departmental Synergy - Collaborate with the Director of Engineering / Director of Facilities to manage the preventive maintenance program (PMP) across all 283 rooms and suites, coordinating deep-cleaning rotations and off-season refurbishment projects. - Coordinate with the Director of Operations – F&B to ensure seamless coordination for in-room dining deliveries, VIP welcome amenities, and pool/beach cabana service execution. 5. People & Talent Development - Lead, mentor, and coach department heads within the Rooms Division, cultivating high employee morale, service pride, and career growth. - Design division-wide luxury training academies focusing on emotional intelligence, bespoke guest engagement, language skills, and effective service recovery. - Manage workforce planning, contractor performance (e.g., security or specialized cleaning partners), and division succession planning. Skills, Knowledge and Expertise Qualifications & Candidate Profile - Experience: Minimum of 8–10 years of progressive luxury hospitality management experience, with at least 3–5 years as Director of Rooms or Director of Operations in a recognized 5-star international luxury hotel or resort. - Comprehensive Scope: Proven experience managing multi-departmental operations including Housekeeping, Front Office, Spa/Recreation, and Security within a resort environment. - Education: Bachelor’s Degree in Hospitality Management, Business Administration, or a related discipline; Master’s or relevant executive management credentials preferred. - Technical Proficiency: Deep working knowledge of Property Management Systems (e.g., Opera Cloud, Micros), Spa Management systems (e.g., Book4Time), guest service platforms, and modern revenue management tools. - Certifications: Health & Safety management certifications (OSHA, IOSH, or local equiva

Minimum of 8–10 years of progressive luxury hospitality management experience, with at least 3–5 years as Director of Rooms or Director of Operations in a recognized 5-star international luxury hotel or resort. Bachelor’s Degree in Hospitality Management, Business Administration, or a related discipline; Master’s or relevant executive management credentials preferred. Deep working knowledge of Property Management Systems (e.g., Opera Cloud, Micros), Spa Management systems (e.g., Book4Time), guest service platforms, and modern revenue management tools. Health & Safety management certifications (OSHA, IOSH, or local equivalent).

Strategic Division Leadership & Guest Experience: architect and lead the end-to-end guest journey; establish and audit SOPs aligned with ultra-luxury benchmarks; monitor guest feedback, NPS, and quality audits; establish SOPs and luxury touchpoints. Operational Departmental Oversight: direct Front Office, Concierge, Guest Relations, Butler Services, Valet; oversee Housekeeping & Laundry, Spa & Wellness, Recreation & Activities, and Safety & Security; ensure VIP arrivals, billing accuracy, room assignments, and loyalty recognition; oversee maintenance of hygiene, aesthetics, and wellness facilities; manage safety protocols and guest privacy. Financial Stewardship & Revenue Optimization: maximize RevPAR; own Rooms Division P&L; formulate budgets and labor matrices; drive ancillary revenue from spa, retail, cabanas, activities, and transportation; control operating expenses. Asset Management & Inter-Departmental Synergy: manage preventive maintenance across 283 rooms and suites; coordinate with Engineering/Facilities and F&B for in-room dining and VIP services. People & Talent Development: lead and mentor department heads; design luxury training academies; manage workforce planning, contractor performance, and succession planning.