Director of Rooms

About Us

CapitaLand Group (CapitaLand) is one of Asia’s largest diversified real estate groups. Headquartered in Singapore, CapitaLand’s portfolio focuses on real estate investment management and real estate development, and spans across more than 260 cities in over 40 countries.

Job Description
- As a key EXCO member and Ambassador of the hotel, responsible for the quality and efficiency of the Hotel operations, mainly in Front Office, Housekeeping and Security departments.
- Directs the overall hotel operations in the absence of the General Manager
- Participate as an active member of the executive committee and assist in the development and execution of hotel wide strategic plan.
- Prepare and analyze monthly Profit & Loss report for the Rooms Division and makes recommendations on financial improvements.
- Involved in the annual budget and establish effective goals for operations.
- Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.
- Ensure front office, concierge and executive club lounge associates provide guests with prompt service, professional attention, and personal recognition.
- Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback, and build relationships that drive continuous improvements in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.
- Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
- Working closely with Room Sales, Catering Sales and Revenue & Reservations teams to drive occupancy and daily average rates and achieve targeted goals.
- Work closely with the F&B department to enhance the overall brand image of the hotel and to enhance the Club Lounge offerings based on guests’ feedback.
- Develop Room and Club Lounge benefit upselling strategies and directs the team to work towards achieving targets.
- Key Lead in training all relevant team members on driving Discoverer ASR enrolments to achieve monthly targets.
- Close coordination with Sales team on managing various client segments not limited to Tour Group.
- Control and manages coach bay ensuring smooth traffic flow by the Concierge and Security teams.
- Taking on additional tasks and duties as and when defined by Management.
- Motivates and cultivate an exemplary service culture to his team members and achieve targeted Guest Satisfaction goals.
- In conjunction with the General Manager, acts as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
- Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines.
- Adhere to occupational, health and safety legislation, policies and procedures.
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly.
- Log security incidents and accidents in accordance with hotel requirements
- Perform additional duties in addition to those listed/described above and/or vary the scope of work according to business requirements.

Job Requirements
- Diploma or bachelor’s degree or equivalent in Hospitality Management and/or Business Administration
- At least 8 years of experience in managing guest services / Hotel Experience
- At least 2 years in a Rooms Division HOD / EXCO role
- Ability to manage VIPs with a focus on enhancing the guest experience
- Excellent communication skills - written and spoken.
- Well-groomed individual with an outgoing personality, excellent Interpersonal skills and a sense of humor
- Ability to thrive in a dynamic and fast paced environment.
- Able to mentor and coach teams to achieve goals.
- Excellent multi-tasking skills with a calm and professional demeanor
- Flexible to respond to a range of different work situations.

Benefits
- Flexible benefits with comprehensive medical coverage for self and family
- Training and development opportunities
- Subsidised rates at Ascott serviced residences
- Strong advocate of staff volunteerism
- Wellness programmes
- Closing Statement:

- At CapitaLand, we advocate fair employment practices, and recruit talents based on merit and fit with our Corporate values. We provide equal opportunity for all qualified persons and build an inclusive workplace regardless of race, gender, age, religious belief or nationality.