Descripción de la oferta
The 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.
Essential Functions
Leadership & People Management
Lead, inspire and develop the Front Office, Back Office, Guest Experience and Concierge teams.
Establish clear objectives, performance indicators and development plans for all team members.
Foster a culture of service excellence, collaboration, accountability and continuous improvement.
Conduct performance evaluations and support talent development through coaching, training and succession planning.
Ensure appropriate workforce planning and operational coverage in line with business demands and occupancy levels.
Guest Experience & Service Excellence
Define and implement the hotel’s Guest Experience strategy.
Ensure full compliance with the hotel’s arrival, stay and departure service standards, as well as The Luxury Collection brand standards.
Oversee the management, follow-up and resolution of guest complaints, service recovery opportunities and operational incidents.
Maintain a visible presence within operational areas, engaging regularly with VIP guests, repeat guests and groups.
Analyse guest satisfaction trends and implement continuous improvement initiatives.
Ensure the effective management of guest loyalty programmes and guest experience initiatives.
Promote a warm, genuine and highly personalised service culture, reflecting the values of Arabella Hospitality.
Ensure every guest experience reflects the unique character, history and reputation of Castillo Hotel Son Vida.
Operational Management
Oversee the daily operation of all assigned departments, ensuring maximum efficiency and service excellence.
Ensure compliance with company policies, operational procedures, quality standards and all applicable legal requirements.
Maintain full awareness of the hotel’s daily operational status, including occupancy, events, groups, VIP arrivals and any relevant operational matters.
Oversee the effective management of reservations, room allocation, guest arrivals and departures, billing and all administrative processes related to the guest stay.
Financial & Business Performance
Prepare, manage and control the operational budgets for the departments under your responsibility.
Monitor key performance indicators (KPIs), including Guest Satisfaction, Loyalty Enrolment, Upselling, Revenue Capture, Productivity and Quality Scores.
Identify opportunities to improve revenue generation, cost efficiency and overall productivity.
Actively contribute to the development and implementation of commercial and operational strategies that support the hotel’s business objectives.
Quality, Compliance & Brand Standards
Ensure compliance with Arabella Hospitality’s operational and service standards, as well as The Luxury Collection brand standards.
Ensure compliance with health and safety regulations, data protection requirements and internal company procedures.
Lead continuous improvement initiatives focused on operational excellence and the guest experience.
Act as an ambassador for Castillo Hotel Son Vida, promoting its values, heritage and commitment to excellence.
Requirements
Knowledge, Skills and Abilities
Strong leadership and people management skills.
Proven ability to develop talent and lead change effectively.
Strong guest focus with a genuine passion for luxury hospitality.
Excellent analytical skills and a results-oriented mindset.
Advanced problem-solving, decision-making and conflict-resolution abilities.
Outstanding verbal and written communication skills.
Ability to prioritise multiple tasks and manage competing priorities in a fast-paced environment.
In-depth knowledge of luxury hotel operations and guest experience management.
Proficiency in Opera PMS and Microsoft Office applications.
Strategic mindset with a strong operational focus.
Ability to act as a true ambassador for the brand while delivering exceptional guest experiences.
Qualification Standards
Bachelor’s Degree in Hospitality Management, Tourism or a related field desirable.
Minimum of seven years’ experience in a leadership role within Front Office, Guest Experience or related operational departments in a luxury hotel environment.
Previous experience managing Front Office and Guest Experience operations.
Proven experience leading multidisciplinary teams.
Advanced knowledge of Opera PMS and Microsoft Office applications.
Fluent in English and Spanish. German is highly desirable.
What’s in It for You
Full year contract
Competitive salary
Career enhancement opportunities in fast growing international brand
Enjoy 39 holidays
Explore rates across Marriott Int. Hotels worldwide
Physiotherapy services
Associate Assistance Program
Great Learning & Development opportunities
Referral program
Discounts in our restaurants
Free golf training courses and special rates
Staff parties
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