Director of Rooms

Mӧvenpick Hotel & Residences Riyadh

Position Summary:

The Director of Rooms is a senior leadership role responsible for full oversight of the Rooms Division at Mövenpick, including Front Office, Housekeeping, Guest Services, Concierge, Bell/Porter, and related support functions. The role ensures that guest satisfaction, operational efficiency, departmental profitability, and brand standards are consistently met or exceeded.

Key Responsibilities / Duties:

1. Operational Leadership

• Oversee day-to-day operations of all Rooms Division departments to ensure efficient, smooth guest experiences.

• Develop, implement, maintain, and monitor standard operating procedures (SOPs), service standards, policies, and quality control processes. 

• Conduct regular inspections of guest rooms, corridors, public areas, back-of-house and ensure cleanliness, maintenance, safety, and brand hygiene standards.

2. Guest Experience & Satisfaction

• Monitor guest feedback (through GSS, online reviews, in-house feedback), analyses trends and drive continuous service improvements. 

• Handle guest complaints and service recovery in a timely, effective manner, ensuring the guest’s expectations are met. 

• Ensure that all Rooms Division touchpoints deliver an exceptional guest experience (arrival, stay, departure, room condition, cleanliness, etc.).

3. Financial Performance / Revenue & Budget Management

• Develop and manage the Rooms Division budget, forecasts, and ensure revenue targets (including rooms revenue, upsells, etc.) are achieved. 

• Monitor controllable costs — labour, housekeeping supplies, room amenities, energy usage, etc. Work with department heads to maintain or reduce costs in line with budgets. 

• Analyse metrics such as occupancy, Average Daily Rate (ADR), Revenue Per Available Room (RevPAR), room yield, cost per occupied room, etc. Use these metrics to drive decisions.

4. Team Leadership 

• Lead, coach, mentor and develop department heads and their teams (Front Office Manager, Housekeeping Manager, etc.). 

• Hold regular departmental meetings, shift briefings, pre-shift planning to ensure alignment and communication.

5. Brand Standards & Compliance

• Ensure operations comply with Mövenpick / Accor brand standards, local regulatory requirements (e.g. safety, hygiene, licensing).

• Oversee audits (internal, brand, third party) and ensure corrective actions are implemented and tracked.

6. Collaboration & Cross-departmental Coordination

• Work closely with other departments (Sales & Marketing, Revenue Management, Engineering & Maintenance, Food & Beverage, Finance, HR, Security) to ensure coherence in hotel operations.

• Participate as member of the Executive Committee; contribute to hotel-wide strategic plans and decisions.

• Education: Bachelor’s Degree in Hotel Management, Hospitality, Business Administration, or related field preferred.

• Experience: Significant experience in rooms operations with progressive leadership roles. Experience covering both Front Office & Housekeeping essential. Experience in a luxury or upscale hotel is an advantage. 

• Management Skills: Strong leadership, ability to motivate and develop teams, excellent communication (verbal & written), decision making and problem solving.

• Operational Competence: Knowledge of PMS systems, property management, forecasting, revenue-management basics, budgeting. Ability to interpret financial reports.

Core Competencies:

• Guest-centric mentality

• High attention to detail

• Strong organizational skills

• Flexibility and ability to work under pressure

• Cultural sensitivity and ability to lead diverse teams

• Ability to work shifts, including weekends and holidays as required

Key Performance Indicators (KPIs):

• Guest satisfaction scores (internal & external)

• Rooms division profit margins

• Occupancy, ADR, RevPAR, yield

• Cost per occupied room / housekeeping cost controls

• Employee turnover / satisfaction within rooms division

• Audit compliance (brand & safety)