Director of Rooms

• Lead and manage daily operations of the Rooms Division, ensuring a seamless and luxurious guest experience.
• Ensure total compliance with Pullman brand standards and operational procedures.
• Maintain appropriate staffing levels to meet fluctuating business demands.
• Oversee administrative functions and organizational processes to drive efficiency and service quality.
• Participate in strategic planning, regular operations meetings, and business reviews.

• Champion the Pullman brand pillars in all guest interactions and service delivery.
• Enhance guest satisfaction by improving service quality indicators such as TrustYou and LQA scores.
• Handle all guest complaints promptly and professionally, ensuring timely resolution and guest recovery.
• Collaborate cross-functionally with F&B, Sales, Revenue, and Talent & Culture to deliver holistic guest experiences.

• Drive rooms revenue performance through effective inventory management, upselling strategies, and yield optimization.
• Monitor and manage departmental expenses, ensuring alignment with budgetary goals.
• Implement corrective actions and operational solutions to improve performance and cost-efficiency.

• Inspire, lead, and mentor department heads and team members to deliver high service standards.
• Foster a culture of learning, engagement, and succession planning.
• Conduct performance reviews, training needs assessments, and team-building initiatives.

• Develop and implement strategic plans to continuously improve service standards and operational efficiency.
• Establish monthly reporting systems to monitor financial, operational, and guest service KPIs.
• Support the formulation and execution of annual business plans and budgets.

• Degree or Diploma in Hospitality Management or a related field.
• Minimum 3 years' experience in a similar leadership role within a luxury hotel environment.
• Comprehensive knowledge of Rooms Division operations, including front office, housekeeping, and guest services.
• Proficiency in Opera Cloud PMS, and strong competency in spreadsheets, budgeting, and financial analysis.
• Excellent communication, interpersonal, and problem-solving skills.
• Professional appearance with a strong presence and leadership acumen.
• Ability to work effectively under pressure in a fast-paced environment.
• This position is open exclusively to Malaysian citizens and Permanent Residents.
• Only shortlisted candidates who meet the required qualifications and job criteria will be contacted.

Accor