Director of Rooms

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We are looking for **Director of Rooms - Melia Serenity Cam Ranh (pre-opening)**

**Mission**:
Responsible for the overall management of the hotel's guest rooms and related areas, including housekeeping, front desk, and guest services. Leading the Rooms Division team to achieve and exceed the hotel's financial and operational goals, while maintaining the highest levels of guest satisfaction.
Creating original experiences on arrival at the hotel, offering totally personalized services, the greatest attention and friendly and agreeable treatment.

**Main reponsibilities**:

- Oversee and Ensuring all Rooms division quality and standards. Ensure that hotel policies are administered fairly and consistently, that disciplinary procedures and documentation are completed in accordance with standard operating procedures and local standard operating procedures (SOPs and LSOPs).
- Manage day-to-day operations of the division, ensuring that all guest needs are met in a timely and efficient manner.
- Developing standard operating procedures for housekeeping, front desk operations, and other areas of the division.
- Lead the Rooms Division team, setting clear expectations, providing ongoing coaching and feedback, and ensuring a positive and productive work environment.
- Work closely with other departments, including sales and marketing, food and beverage, and engineering, to ensure that all guest needs are met and that the hotel operates smoothly and efficiently.
- Develop and implement policies and procedures to ensure the safety and security of guests and staff.
- Settle disputes, resolve conflicts or negotiate with other departments.
- Monitor staffing levels to ensure correct guest service, cover operational needs and meet financial goals
- Ensure constant communication and keep employees informed about the hotel situation to raise awareness about performance objectives and expectations. Reward good performance and achieve the desired results.
- To ensure the customer experience, personalising their stay, anticipating their needs and exceeding their expectations.
- Manage customer incidents, communicating the actions taken to the hotel’s Guest Experience Department.
- Be knowledgeable and share with their team the Voice of the Customer goals and ensure their fulfilment, creating and defining improvement plans if necessary.
- Be knowledgeable with the Sensory Architecture established for the areas and ensure compliance with it.
- Be knowledgeable of the hotel's services and facilities as well as the entertainment programme, experiences and events, ensuring that the team has all the information to be able to promote them to guests.

**Main requirements**:

- University, Upgrade or Master of Hotel & Tourism Management (would be an advantage)
- Fluent English & Vietnamese in both speaking and writing.
- Experience with Hotel Opera PMS systems.
- Strong leadership skills and able to inspire and motivate staffs.
- Excellent communication skills and be able to communicate effectively with staff, guests, and other departments.
- Strong attention to detail and be able to ensure that rooms are clean and well-maintained.
- Strong financial acumen, with the ability to develop and manage budgets and analyze financial data.
- Excellent problem-solving and decision-making skills, with the ability to think creatively and strategically.
- External: Minimum 3 years' experience in a similar position in 4 and 5* hotels.
- Internal: Minimum 1 years' experience in the company in similar position in large hotels.

**At Meliá we are all VIP**

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, **VIP** **People.
- At Meliá Hotels International, we are committed to _**_equal opportunities between women and men_**_ in the workplace, with the commitment of management and the principles contained in Human Resources policies. We also prioritize disseminating throughout the