Director of Rooms

Overview

Leadership Presence & Brand Stewardship

• Sets the standard for luxury experiences through hands on leadership, emotional intelligence, and authentic guest connection.
• Serves as a visible, confident, and refined leader across the property cultivating strong engagement with guests, residents, and colleagues.
• Acts as a brand ambassador for Raffles Diriyah, representing the hotel vision with sophistication, creativity, and impeccable judgment.
• Partners closely with the General Manager and Executive Committee to translate strategic priorities into clear pre-opening and operating goals, structured action plans, and measurable outcome.

Operational Performance & Strategic Execution

• Lead the pre-opening planning and set-up of the Rooms Division, including Front Office, Housekeeping, Guest Relations, Concierge, Raffles Butler, and related functions, ensuring seamless execution and consistency of experience.
• Oversees financial performance, including pre-opening budgeting, forecasting, budgeting, cost control, and revenue optimization across all outlets.
• Drives performance against Forbes Travel Guide, LQA, and internal brand standards, ensuring all venues meet and exceed luxury benchmarks.
• Develops and executes action plans based on guest feedback, financial results, and audit outcomes, fostering continuous improvement year round.
• Work closely with Revenue Management, Sales, and Marketing to support pre-opening pricing, positioning, and go-to-market strategies.
• Maintains deep expertise in luxury dining standards, ensuring leaders are trained, empowered, and accountable.
• Ensures effective labour management, productivity, and operational KPIs to balance service excellence with financial discipline.
• Brings proven pre-opening and project management experience required to navigate both short term operational initiatives and long range capital plans.
• Maintains transparency and strong communication within a high touch ownership environment.

Culture, Talent & Engagement

• Leads hiring, onboarding, and training to ensure alignment with brand standards and cultural values.
• Builds a high performance culture rooted in collaboration, creativity, and accountability across Rooms Department teams.
• Partners closely with People & Culture to drive engagement, retention, and development initiatives within the division.
• Translates colleague engagement insights into actionable plans with measurable outcomes.
• Mentors and develops Rooms leaders, strengthening succession pipelines and long term capability.
• Sustains energy, creativity, and a sense of purpose within a dynamic and competitive luxury dining landscape.

Guest Experience, Safety & Brand Standards

• Takes ownership of the end to end Rooms guest experience, ensuring exceptional service, quality, and consistency across all venues.
• Champions innovation and creativity, continually elevating dining concepts, service rituals, and guest engagement.
• Drives personalization and memorable moments that reflect modern luxury while honouring Raffles heritage.
• Ensures compliance with health, safety, sanitation, and regulatory standards across Rooms operation.
• Analyses guest feedback and quality metrics to implement structured improvements and sustain excellence.
• Oversee the end-to-end guest journey design, ensuring Raffle experience from pre-arrival to post-departure.
• Establish guest feedback, service recovery, and online reputation processes in readiness for opening.