Director of Operations - Rooms

Application Deadline: 30 November 2026 Department: Rooms Division, Front Office & Guest Services Location: Qatar - Doha Description 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 equivalents), First Aid/CPR leadership awareness; luxury brand service auditor certification advantageous. • Competencies: Strong strategic planning and financial analysis skills, crisis management composure, operational resilience, and an eye for physical detail and cleanliness.

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. 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 equivalents), First Aid/CPR leadership awareness; luxury brand service auditor certification advantageous.

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). Oversee Front Office & Concierge, Housekeeping & Laundry, Spa & Wellness, Recreation & Activities, and Safety & Security operations to ensure flawless execution, hygiene, safety, and guest satisfaction. Partner with Revenue Management and Sales to maximize RevPAR through inventory balancing, upselling programs, and length-of-stay controls. Own the Rooms Division P&L; formulate annual budgets, labor matrices, and operating expense forecasts. Drive ancillary revenue across spa treatments, wellness retail, cabana rentals, private activities, and resort transportation. Control operating expenses while maintaining luxury product integrity. Collaborate with Engineering/Facilities to manage preventive maintenance, deep-clean rotations, and refurbishment. Coordinate with F&B for in-room dining, VIP amenities, and pool/beach services. Lead, mentor, and develop department heads; design luxury training academies; manage workforce planning and succession planning.