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Open nowFirst seen 36 hours ago

Director of Operations - Rooms

Kempinski Hotels276 open roles

Where
Doha
Work mode
On site
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Your applicationOpen nowDirector of Operations - RoomsKempinski Hotels · Doha

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The clock on this job

Early applications get read.

12.9% of postings close within 7 days. Measured by our own scanner across the market. Kempinski Hotels postings stay open a median of 5 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.7%3 days
  3. 12.9%7 days
  4. 21.0%14 days
  5. 35.6%30 days
  6. 58.5%60 days
This job: first seen 36 hours ago

Kempinski Hotels median: 5 days open

The posting

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.
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