Director of Operations - Rooms

Kempinski Hotels SA; Doha; On-site; QAR 1,200,000 - 1,800,000; Full time

Job summary

Kempinski Doha seeks a Director of Operations – Rooms to oversee a 283-room luxury resort, driving premium guest journeys, SOPs, and revenue growth across Rooms, Spa, and F&B coordination. Lead multi-department teams, ensure impeccable standards, and guide safety and asset presentation in a 5-star environment.

The role requires 8–10 years in luxury hospitality with 3–5 years in a Director-level position, strong financial acumen, and familiarity with Opera Cloud and related systems.

Qualifications

• Minimum 8–10 years in luxury hospitality management, with 3–5 years in a Director role.
• Experience across Housekeeping, Front Office, Spa/Recreation, and Security in a resort.
• Bachelor’s in Hospitality Management or related field; Master’s preferred.
• Knowledge of Opera Cloud, Micros, and Spa management systems is a plus.
• Health & Safety certifications and service auditor credentials are advantageous.
• Strong strategic planning, financial analysis, crisis management, and attention to detail.

Responsibilities

• Architect and lead end-to-end guest journey from pre-arrival to post-stay loyalty.
• Audit SOPs aligned with Forbes Travel Guide and Leading Hotels of the World.
• Monitor guest feedback, NPS, and quality audits to close service gaps.
• Lead Front Office, Concierge, Housekeeping, Spa/Recreation, and Security functions.
• Manage Rooms Division P&L, budgets, and labor matrices.

Skills

Experience

Comprehensive scope

Education

Technical proficiency

Certifications

Competencies

Education

Bachelor’s Degree in Hospitality Management

Master’s degree in related field (preferred)

Tools

Opera Cloud

Micros

Book4Time

Job description

Director of Operations – Rooms

Application Deadline: 30 November 2026

Department: Rooms Division, Front Office & Guest Services

Employment Type: Permanent - Full Time

Location: Qatar - Doha

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 & Laundry, Front Office, Safety & Security, and Spa & 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

Key Responsibilities

• 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)
  

• Front Office & Concierge: Direct Front Desk, Concierge, Guest Relations, Butler Services, and Valet/Transportation. Ensure flawless execution of VIP arrivals, billing accuracy, room assignments, and loyalty program recognition.
  
• Housekeeping & 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 & 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 & 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 & Security: Supervise the security leadership to maintain 24/7 resort surveillance, physical perimeter protection, crisis management protocols, emergency response readiness, and guest privacy.
  

• 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&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 & equipment, guest amenities, linen replenishment, cleaning chemicals) while maintaining luxury product integrity.
  

• 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&B to ensure seamless coordination for in-room dining deliveries, VIP welcome amenities, and pool/beach cabana service execution.
  

• 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.
  

Skills, Knowledge and Expertise

• 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.