Director of Operations - Rooms

Kempinski Hotel; Doha; On-site; QAR 600,000 - 900,000; Full time

Job summary

Kempinski Hotel Doha seeks a Director of Operations – Rooms to lead the guest journey across 283 luxury keys, coordinating Housekeeping, Front Office, Spa and Security. The role drives service standards, asset presentation and safety while guiding revenue growth.

You will partner with Revenue Management and Engineering to optimize operations, mentored by a seasoned leadership team and supported by a strong talent development program.

Qualifications

• Minimum 8–10 years in luxury hospitality management with 3–5 years as Director of Rooms or Director of Operations in a 5-star hotel or resort.
• Experience managing multi-department operations including Housekeeping, Front Office, Spa/Recreation and Security.
• Bachelor’s degree in Hospitality Management or Business; Master’s preferred.
• Deep knowledge of Opera Cloud, Micros, Book4Time and guest service platforms.
• Health & Safety certifications (OSHA/IOSH) and First Aid/CPR leadership awareness.

Responsibilities

• Architect and lead end-to-end guest journey from pre-arrival to post-stay loyalty engagement.
• Establish SOPs aligned with ultra-luxury benchmarks (Forbes Travel Guide, Leading Hotels).
• Monitor guest feedback and NPS; analyze data trends to improve service gaps.
• Oversee Front Office, Housekeeping, Spa/Recreation and Safety & Security.
• Partner with Revenue Management to maximize RevPAR and manage Rooms P&L.
• Lead talent development and division-wide luxury training programs.

Skills

Strategic planning

Financial analysis

Crisis management

Operational resilience

Attention to detail

Education

Bachelor's degree

Master's degree

Tools

Opera Cloud

Micros

Book4Time

Job description

The Director of Operations Rooms serves as the executive steward of the overall guest arrival-to-departure journey and the physical condition of the resort Leading a diverse division encompassing 283 luxury keys Housekeeping amp Laundry Front Office Safety amp Security and Spa amp Recreation this leader is responsible for setting luxury service benchmarks driving rooms-related ancillary revenues optimizing operational margins and maintaining pristine asset presentation and comprehensive safety standards.

1 Strategic Division Leadership amp Guest Experience

• Architect and lead the end-to-end guest journey from pre-arrival concierge outreach and curbside VIP welcomes to seamless check-out and post-stay loyalty engagement
• Establish and audit standard operating procedures SOPs aligned with ultra-luxury benchmarks e g Forbes Travel Guide Leading Hotels of the World ensuring flawless delivery across all touchpoints
• Monitor guest feedback Net Promoter Scores NPS and quality audits analyzing data trends to address service gaps and instill an anticipatory service culture resort-wide
• Establish standard operating procedures SOPs and luxury service touchpoints matching leading global auditing standards e g Forbes Travel Guide

2 Operational Departmental Oversight

• Front Office amp Concierge Ensure flawless execution of VIP arrivals billing accuracy room assignments and loyalty program recognition
• Housekeeping amp Laundry Oversee room cleanliness turndown rituals public area aesthetics floristry linen inventory and on-site or contracted laundry operations to preserve capital assets and ensure hygiene
• Spa amp Wellness Partner with the Director of Spa to guide wellness programming treatment quality retail revenue therapist productivity and facility maintenance saunas hydrotherapy treatment villas
• Recreation amp Activities Oversee beach and pool operations kids club water sports fitness center and resort excursions ensuring rigorous activity safety protocols and engaging guest programming
• Safety amp Security Supervise the security leadership to maintain 24 7 resort surveillance physical perimeter protection crisis management protocols emergency response readiness and guest privacy

3 Financial Stewardship amp Revenue Optimization

• Partner closely with the Director of Revenue Management and Sales to maximize RevPAR through strategic room inventory balancing room upselling programs and length-of-stay controls
• Own the Rooms Division P amp L formulate annual operational budgets room division labor matrices and operating expense forecasts
• Drive ancillary revenue streams across spa treatments wellness retail cabana rentals curated private recreational activities and resort transportation
• Control operating expenses operating supplies amp equipment guest amenities linen replenishment cleaning chemicals while maintaining luxury product integrity

4 Asset Management amp Inter-Departmental Synergy

• Collaborate with the Director of Engineering Director of Facilities to manage the preventive maintenance program PMP across all 283 rooms and suites coordinating deep-cleaning rotations and off-season refurbishment projects
• Coordinate with the Director of Operations F amp B to ensure seamless coordination for in-room dining deliveries VIP welcome amenities and pool beach cabana service execution

5 People amp Talent Development

• Lead mentor and coach department heads within the Rooms Division cultivating high employee morale service pride and career growth
• Design division-wide luxury training academies focusing on emotional intelligence bespoke guest engagement language skills and effective service recovery
• Manage workforce planning contractor performance e g security or specialized cleaning partners and division succession planning

Qualifications & Candidate Profile

• Experience: Minimum of 8 10 years of progressive luxury hospitality management experience, with at least 3 5 years as Director of Rooms or Director of Operations in a recognized 5-star international luxury hotel or resort.
• Comprehensive Scope: Proven experience managing multi-departmental operations including Housekeeping, Front Office, Spa/Recreation, and Security within a resort environment.
• Education: Bachelor s Degree in Hospitality Management, Business Administration, or a related discipline; Master s or relevant executive management credentials preferred.
• Technical Proficiency: Deep working knowledge of Property Management Systems (e.g., Opera Cloud, Micros), Spa Management systems (e.g., Book4Time), guest service platforms, and modern revenue management tools.
• Certifications: Health & Safety management certifications (OSHA, IOSH, or local equivalents), First Aid/CPR leadership awareness; luxury brand service auditor certification advantageous.
• Competencies: Strong strategic planning and financial analysis skills, crisis management composure, operational resilience, and an eye for physical detail and cleanliness.