Director of Rooms

Mandarin Oriental Punta Negra, Mallorca is looking for a Director of Rooms to lead our Room Division Team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Set against the stunning backdrop of Puerto Portals, Mandarin Oriental Punta Negra pulses with the vibrant spirit of Mallorca. Here, subtle and emotional luxury seamlessly blend with the island's natural beauty and energy, offering a place where inspiration flows effortlessly. Celebrate the essence of Mallorca through bespoke experiences, dynamic culinary journeys, and rejuvenating wellness - each designed to immerse you in the island's vibrant atmosphere and extraordinary offerings.

About the job

Based at Mandarin Oriental Punta Negra, Mallorca, as the Director of Rooms, you will be responsible for ensuring successful leadership and encouragement of the Front of House and Housekeeping teams in order to meet and exceed our guest expectations, enhancing our reputation for excellence. Guest oriented role, that requires daily guest and team contact.

As Director of Rooms, you will be responsible for the following duties:

• Supervise all arrivals, departures, room allocations and amenity programmes.
• Ensure that all colleagues in Rooms Division are made aware of all upcoming arrivals and communicate those efficiently amongst other departments. Encouraging familiarity with regular guests' preferences and special requirements.
• Personally meet and greet all arriving and departing guests, following up on all discussed details to deliver a seamless experience.
• Be in touch with all guests throughout their stay to catch early issues through natural conversations.

• Encourage proactive, efficient and effective inter-departmental communication, to foster teamwork and enthusiasm.

• Ensure all guest glitches are monitored and communicated accordingly.

• Handle guest comments and complaints with care and attention, ensuring complete satisfaction. Goal that all guests leave with positive lasting memories.

• Identify potential sales opportunities that could generate additional business for the hotel.

• Innovate guest services to enhance the experience and generate additional revenue opportunities.

• Monitor guest account balances, corrections, and allowances to maintain accurate invoicing.

• Oversee complimentary and house-use rooms, ensuring their proper management.

• Review service quality audits, guest comment cards, and incident reports to identify areas for improvement, implementing action plans to enhance service and room quality.

• Ensure exceptional guest experiences from pre-arrival to post-departure in line with the Legendary Quality Experience (LQE) standards.

• Lead, train, and motivate a team of colleagues to deliver top-tier service in accordance with international luxury hotel standards.

• Spend one full day per month in each Rooms Divisional department to spend time with the team, understand challenges and coach on the spot where applicable.

• Contribute as a member of the Leadership Team, providing guidance on projects and decisions affecting the entire hotel.

• Assist the Resort Manager and General Manager with other reasonable duties as required.

• Collaborate with Engineering to minimize the number of rooms unavailable for sale and ensure all repairs are addressed promptly.

• Manage the Rooms Division budget, monitor expenses, and forecast financial performance while maintaining service quality.

• Collaborate with Finance to regularly review financial performance and implement improvements.

• Support People & Culture in recruiting, training, and developing team members, building strong and effective teams.

• Conduct annual performance reviews, providing development and succession plans for Rooms Managers.

• Conduct and assist colleagues counselling and disciplinary procedures in accordance with Mandarin Oriental Punta Negra, Mallorca procedures.

• Ensure that Mandarin Oriental Punta Negra, Mallorca´s grooming and appearance standards are implemented and maintained to reflect an image of professionalism and care.

• Develop, implement and maintain the Standard Operating Procedures for the Division.

• Maintain health and safety standards, ensuring compliance with MOHG health and safety audits.

• Comply with health, safety, and local regulations, including Fire, Health, Life Safety & Security (FHLSS), HACCP, and local Food Acts.

As Director of Rooms, we expect from you:

Experience and education

• Minimum 5 years of experience in Front Office operations, including at least 2 years in a managerial or assistant managerial role within a luxury hotel or high-end hospitality environment.
• Proven experience in budget management, cost control, revenue optimization, and financial reporting for Rooms Division.
• Proven experience in guest satisfaction management, handling high-profile guests, and service recovery strategies.

Technical Skills

• Strong IT skills, with advanced knowledge of Windows operating systems, Microsoft Office Suite (Excel, Word, Outlook), and troubleshooting front office systems.

• Expertise in hotel management systems (e.g., HMS, Opera, Fidelio, or similar PMS), including reservations, room inventory management, billing, and reporting.

• Strong communication skills in English and Spanish (additional languages are a plus).

• Strong understanding of credit policies, service recovery strategies, and VIP guest management.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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