Director of Rooms

Overview

In this role you lead all Rooms Division operations at Raffles London at The OWO, driving exemplary guest experiences across Front Office, Housekeeping, Laundry, Guest Relations, Concierge, Security, Spa, and Wellness. You sit on the Executive Committee, shaping strategy, service standards, and financial performance to uphold the brand’s refined, authentic hospitality. You engage VIP guests and lead a diverse team to deliver bespoke, anticipatory experiences. The position offers impact in a historic luxury setting with a clear emphasis on excellence and cultural authenticity.

Pay / Benefits

• 31 days holiday including bank holidays
• Staff meals on duty
• Free dry cleaning for uniform
• Employer pension contribution
• Enhanced sick pay
• Life Assurance 1x salary

Responsibilities

• Provide strategic direction and hands-on leadership for all Rooms Division departments
• Establish service standards reflecting gracious, intuitive hospitality
• Contribute to long-term strategy, guest experience initiatives, and financial performance as an Executive Committee member
• Collaborate with Hotel Manager and General Manager to position London as a premier luxury address
• Oversee Butler Services and Guest Relations for bespoke experiences
• Engage with VIP guests and long-stay clients to foster relationships
• Monitor feedback and implement improvements for comfort and sentiment
• Oversee budgeting, forecasting, and cost control across Rooms Division
• Lead, mentor, and develop a diverse team emphasizing excellence and continuous improvement
• Promote cross-department collaboration for seamless guest journeys
• Recognise and reward exemplary performance to boost engagement
• Develop and manage Rooms Division budget for profitability and revenue optimization
• Analyze performance metrics to identify trends and opportunities
• Collaborate with Sales, Marketing, and Revenue Management on occupancy and loyalty
• Ensure compliance with local regulations and brand policies; uphold sustainability practices
• Safeguard guest and resident security, privacy, and comfort
• Perform other duties including working across departments when required
• Lead in absence of line manager and adapt to evolving hotel needs

Key requirements

• Proven track record delivering high service levels under pressure
• Exceptional communication and customer service skills (written and spoken)
• Strong time management with ability to multi-task and maintain professional appearance
• Willingness to contribute to a 24h operational schedule when required

• Leadership under pressure
• Creative and innovative thinking
• Empathy and team empowerment
• Customer service excellence
• Operational budgeting and forecasting
• Guest relations and VIP service

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