Key Responsibilities
- Guest Experience Leadership
- - Champion a guest-first culture with strong emphasis on personalization, anticipation, and emotional connection
- - Ensure flawless execution of arrival, stay, and departure experiences
- - Drive VIP and repeat guest recognition programs
- - Oversee concierge, guest relations, and butler services to deliver curated experiences
- Rooms Operations Excellence
- - Oversee all Rooms Division functions including Front Office, Housekeeping, Concierge, Guest Services, and Butler Operations
- - Ensure consistency in service delivery aligned with Regent brand standards
- - Maintain impeccable room product quality, cleanliness, and presentation
- - Implement and monitor SOPs to ensure efficiency and service excellence
- Housekeeping & Product Quality
- - Ensure the highest standards of cleanliness, hygiene, and aesthetics across guest rooms and public areas
- - Maintain room readiness, linen quality, and presentation at luxury standards
- - Oversee laundry operations and inventory management
- - Collaborate with Engineering to ensure rooms are maintained to perfection
- Front Office & Revenue Optimization
- - Drive room inventory management, yield strategies, and upselling initiatives
- - Optimize occupancy, ADR, and RevPAR in collaboration with Revenue Management
- - Ensure effective management of reservations, room assignments, and guest preferences
- - Monitor and enhance check-in/check-out efficiency and guest flow
- Butler & Concierge Experience (Regent Differentiator)
- - Elevate butler and concierge services to deliver highly personalized and discreet luxury
- - Curate bespoke guest experiences, itineraries, and special requests
- - Ensure seamless coordination across departments for guest needs
- Talent & Culture
- - Lead, inspire, and develop a high-performing Rooms Division team
- - Attract and retain top luxury hospitality talent
- - Drive a culture of accountability, service excellence, and continuous improvement
- - Implement structured training programs aligned with Regent service philosophy
- Financial & Operational Performance
- - Develop and manage departmental budgets
- - Optimize labor productivity, cost control, and operational efficiency
- - Drive ancillary revenue opportunities (upgrades, experiences, services)
- - Monitor performance metrics and implement corrective actions
- Technology & Innovation
- - Leverage PMS, CRM, and guest experience platforms to enhance personalization
- - Drive digital innovation (mobile check-in, guest apps, smart room integration)
- - Ensure data-driven decision-making for guest insights
- Compliance & Risk Management
- - Ensure adherence to safety, security, and regulatory requirements
- - Maintain guest privacy and data protection standards
- - Support crisis management and emergency response protocols
- Stakeholder Collaboration
- - Work closely with F&B, Wellness, Engineering, and Sales & Marketing teams
- - Support group business, VIP events, and special programs
- - Collaborate with ownership and corporate teams on strategic initiatives
Key Skills & Competencies
- - Strong luxury Rooms Division leadership experience
- - Deep understanding of guest behavior and personalization strategies
- - Operational excellence with attention to detail
- - Commercial acumen and revenue management understanding
- - Exceptional leadership and team development skills
- - High emotional intelligence and guest engagement capability
Qualifications & Experience
- - Bachelor's degree in Hospitality Management or related field
- - 10–15 years of progressive Rooms Division experience, with at least 3–5 years in a senior leadership role
- - Experience in ultra-luxury hotels/resorts or premium brands
- - International exposure preferred
Preferred Experience
- - Pre-opening experience in luxury hotels
- - Strong background in Front Office and Housekeeping leadership
- - Experience managing butler services or high-touch guest experiences
Key Performance Indicators (KPIs)
- - Guest satisfaction scores (Rooms Experience / Overall Stay)
- - RevPAR, ADR, and occupancy performance
- - Room quality scores and audit results
- - Check-in/check-out efficiency metrics
- - Employee engagement and retention
- - Upselling and ancillary revenue performance
Regent Brand Lens (Differentiation)
- Deliver intuitive, anticipatory service that feels effortless and personalized
- Maintain timeless elegance and flawless room product at all times
- Create emotionally engaging guest journeys, not just efficient stays
- Balance discreet luxury with operational precision
- Ensure every stay feels curated, private, and memorable
Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.
