Director of Rooms

The role

"The Director of Rooms and Residences leads the Rooms Division and the hotel's residences services, with overall accountability for service delivery, profitability, cost control, asset care and colleague engagement. The role ensures a consistent Raffles experience for hotel guests, individual residence owners and residents, while delivering residential services within the hotel's approved management and service agreements. The scope includes Front Office, Concierge, Raffles Club Lounge, Royal Service, Housekeeping, Laundry, Transportation and residences services. The role is accountable for Rooms Division and residences service profitability, budget delivery and cost control, alongside guest and resident satisfaction, brand standards and operational efficiency. Housekeeping reporting line: The Director of Housekeeping reports directly to the Director of Rooms and Residences, who has full operational and financial oversight of Housekeeping and Laundry, while the Director of Housekeeping is responsible for the day-to-day delivery through the departmental teams. Key Roles & Responsibilities Rooms Division operations Lead the departments within the division, conduct daily briefings and weekly management meetings, and maintain clear ownership of operational priorities and follow-up actions. Maintain complete knowledge of hotel and residence services, room types and layouts, rates, packages, promotions, occupancy, arrivals and departures, pickup, availability and scheduled group activities. Oversee departmental rosters and Manager on Duty schedules in line with staffing guidelines and labour forecasts, adjusting coverage to business demand. Coordinate Front Office, Housekeeping, Royal Service and related teams to deliver timely room readiness, accurate room status, smooth arrivals and departures, and effective handling of guest requests. Anticipate sell-out and overbooking situations, coordinate alternative accommodation when required, and ensure affected guests receive appropriate communication and follow-up under hotel policy. Review out-of-order and out-of-service rooms daily with Engineering and Housekeeping, track defects and work orders, and confirm completion dates and readiness before returning rooms to inventory."