To take overall responsibility for the management of the housekeeping, front office, guest experience and engineering teams, ensuring guests are well cared for and guest expectations are exceeded.
Lead the rooms division through the pre-opening phase, including recruitment, onboarding, SOP development, training plans, room readiness, operating supplies, mock stays, engineering handover requirements and opening checklists.
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.
Ensure the Engineering team is fully integrated into the rooms operation, with clear communication around room readiness, defects, guest-impacting maintenance, preventative maintenance and service recovery.