Director of Rooms M/F/X

Company Description

Nestled on the Gulf of Thailand’s captivating coastline, SO Sofitel Hua Hin stands as Hua Hin’s most distinctive 5-star hotel in Cha-Am, north to Hua Hin, just a short 2.5-hour drive from Bangkok, this luxury beachfront resort offers chic design with 100 rooms and 8 villas, including private pool villas. A luxury private beachfront experience in Hua Hin defines the experience, with soft sand underfoot, tranquil shoreline walks, and the calming sound of waves creating a sense of effortless escape. Playful artwork, contemporary architecture, exclusive accommodations, exceptional dining, and a curated selection of activities complete a refined seaside destination for couples and families.

Job Description

What you’ll do…

• To take overall responsibility for the management of the housekeeping, front office and guest experience, ensuring guests are well cared for and guest expectations are exceeded.
• Develop and own the end-to-end rooms guest journey, ensuring arrival, departure, housekeeping, in-room experience, guest recognition and recovery moments feel seamless, personal and appropriate for a luxury lifestyle hotel.
• To ensure that all hotel standard operating procedures are trained and adhered to across front office, housekeeping and guest experience.
• To own the rooms P&L, contributing to annual budget planning and ensuring expenses, labour, productivity and operating supplies are kept in line.
• To partner with Engineering leader to ensure effective PPM schedule and engineering records are maintained to the required standard.
• To own all quality evaluation processes and strive to improve all qualitative metrics.
• To take ownership of problem solving and ensure guest satisfaction levels are the highest possible.
• To pro-actively identify opportunities to improve and enhance processes and procedures across housekeeping, front office and guest experience particularly where maintenance or room condition impacts the guest journey.
• Responsible for the accurate completion of all people documentation including payroll, recruitment, disciplinary and grievance and appraisal documentation.
• To coach and develop the team, ensuring that they are well motivated and informed.
• To set stretching yet realistic objectives for the team, monitoring these and providing regular feedback.
• To be ultimately accountable for delivering projects that involve housekeeping, front office and guest experience, including room readiness, defect resolution, snagging, OS&E readiness and guest-impacting maintenance matters.
• To pro-actively project manage any changes in policies and procedures for housekeeping, front office and guest experience.
• To achieve and maintain the highest possible levels of customer service to both external and internal customers, forging long-term relationships with suppliers, contractors and service partners.
• To ensure all health and safety procedures and policies are adhered to at all times.
• To be a member of the hotel crisis and fire teams and to be fully conversant in all related procedures.