Descripción de la oferta
ppThe Director of Rooms is responsible for leading and coordinating the Front Office, Back Office, Guest Experience and Concierge teams. This role ensures operational excellence across every stage of the guest journey, from arrival to departure, delivering the highest standards of hospitality, personalized service, guest satisfaction, loyalty and financial performance. The Director drives the hotel’s guest experience strategy, continuously improves operational processes, develops talent and contributes to achieving the hotel’s financial and quality objectives. The Director makes strategic decisions aligned with Arabella Hospitality’s vision, values and service standards, ensuring memorable guest experiences that reflect the unique character of Castillo Hotel Son Vida, an iconic luxury destination in Mallorca and a proud member of The Luxury Collection. /p h3Essential Functions /h3 h3Leadership People Management /h3 ul liLead, inspire and develop the Front Office, Back Office, Guest Experience and Concierge teams. /li liEstablish clear objectives, performance indicators and development plans for all team members. /li liFoster a culture of service excellence, collaboration, accountability and continuous improvement. /li liConduct performance evaluations and support talent development through coaching, training and succession planning. /li liEnsure appropriate workforce planning and operational coverage in line with business demands and occupancy levels. /li /ul h3Guest Experience Service Excellence /h3 ul liDefine and implement the hotel’s Guest Experience strategy. /li liEnsure full compliance with the hotel’s arrival, stay and departure service standards, as well as The Luxury Collection brand standards. /li liOversee the management, follow-up and resolution of guest complaints, service recovery opportunities and operational incidents. /li liMaintain a visible presence within operational areas, engaging regularly with VIP guests, repeat guests and groups. /li liAnalyse guest satisfaction trends and implement continuous improvement initiatives. /li liEnsure the effective management of guest loyalty programmes and guest experience initiatives. /li liPromote a warm, genuine and highly personalised service culture, reflecting the values of Arabella Hospitality. /li liEnsure every guest experience reflects the unique character, history and reputation of Castillo Hotel Son Vida. /li /ul h3Operational Management /h3 ul liOversee the daily operation of all assigned departments, ensuring maximum efficiency and service excellence. /li liEnsure compliance with company policies, operational procedures, quality standards and all applicable legal requirements. /li liMaintain full awareness of the hotel’s daily operational status, including occupancy, events, groups, VIP arrivals and any relevant operational matters. /li liOversee the effective management of reservations, room allocation, guest arrivals and departures, billing and all administrative processes related to the guest stay. /li /ul h3Financial Business Performance /h3 ul liPrepare, manage and control the operational budgets for the departments under your responsibility. /li liMonitor key performance indicators (KPIs), including Guest Satisfaction, Loyalty Enrolment, Upselling, Revenue Capture, Productivity and Quality Scores. /li liIdentify opportunities to improve revenue generation, cost efficiency and overall productivity. /li liActively contribute to the development and implementation of commercial and operational strategies that support the hotel’s business objectives. /li /ul h3Quality, Compliance Brand Standards /h3 ul liEnsure compliance with Arabella Hospitality’s operational and service standards, as well as The Luxury Collection brand standards. /li liEnsure compliance with health and safety regulations, data protection requirements and internal company procedures. /li liLead continuous improvement initiatives focused on operational excellence and the guest experience. /li liAct as an ambassador for Castillo Hotel Son Vida, promoting its values, heritage and commitment to excellence. /li /ul h3Requirements /h3 h3Knowledge, Skills and Abilities /h3 ul liStrong leadership and people management skills. /li liProven ability to develop talent and lead change effectively. /li liStrong guest focus with a genuine passion for luxury hospitality. /li liExcellent analytical skills and a results-oriented mindset. /li liAdvanced problem-solving, decision-making and conflict-resolution abilities. /li liOutstanding verbal and written communication skills. /li liAbility to prioritise multiple tasks and manage competing priorities in a fast-paced environment. /li liIn-depth knowledge of luxury hotel operations and guest experience management. /li liProficiency in Opera PMS and Microsoft Office applications. /li liStrategic mindset with a strong operational focus. /li liAbility to act as a true ambassador for the brand while delivering exceptional guest experiences. /li /ul h3Qualification Standards /h3 ul liBachelor’s Degree in Hospitality Management, Tourism or a related field desirable. /li liMinimum of seven years’ experience in a leadership role within Front Office, Guest Experience or related operational departments in a luxury hotel environment. /li liPrevious experience managing Front Office and Guest Experience operations. /li liProven experience leading multidisciplinary teams. /li liAdvanced knowledge of Opera PMS and Microsoft Office applications. /li liFluent in English and Spanish. German is highly desirable. /li /ul h3What’s in It for You /h3 ul liFull year contract /li liCompetitive salary /li liCareer enhancement opportunities in fast growing international brand /li liEnjoy 39 holidays /li liExplore rates across Marriott Int. Hotels worldwide /li liPhysiotherapy services /li liAssociate Assistance Program /li liGreat Learning Development opportunities /li liReferral program /li liDiscounts in our restaurants /li liFree golf training courses and special rates /li liStaff parties /li /ul /p #J-18808-Ljbffr
