Director of Rooms

About the role

The Shangri-La Hotel, Singapore, set on 15 acres of greenery near Orchard Road and featuring 792 guestrooms and suites, is looking for a Director of Rooms. The role provides strategic leadership for all Rooms Division operations, including Front Office, Guest Relations, Housekeeping, Horizon Club and Valley Wing, and acts as the senior operational leader in the absence of the Resident Manager.

Key responsibilities

• Review processes, improve service standards and ensure consistent delivery of luxury guest experiences
• Lead guest recognition, loyalty and service recovery initiatives, and build relationships with corporate clients, travel partners and diplomatic missions
• Oversee VIP arrivals, special events, government delegations and high-security visits
• Drive revenue management, productivity and cost control; collaborate with Sales, Marketing, Revenue Management and F&B teams
• Monitor market trends, competitors and guest insights, and meet KPIs for guest satisfaction, revenue, profitability and service quality
• Lead, mentor and develop departmental leaders, and plan workforce and talent retention
• Oversee room enhancements, refurbishments and capital expenditure projects, partnering with Engineering
• Adopt technology, automation and data-driven solutions, and use guest intelligence platforms

Required profile

• Degree or diploma in Hospitality Management, Hotel Administration, Business Management or a related discipline
• Minimum 10 years of progressive Rooms Division leadership experience, preferably in an international luxury hotel
• Proven track record in guest satisfaction, operational excellence and financial performance
• Strong commercial acumen, leadership, stakeholder management and communication skills