Assistant Director of Rooms Job at Four Seasons (Kuala Lumpur)

Job Description

The Assistant Director of Rooms directs and controls the activities of the Front Desk, Reservations, Communications, Concierge, Housekeeping, Laundry, Guest Services and Guest Experience. They act as the senior manager in these areas when the Division Head is not available and also assumes responsibility as Director of Rooms in their absence. Their primary focus is to ensure that standards are met, guests and employees are satisfied and problems are promptly resolved. The Assistant Director of Rooms also works closely with Sales and Reservations to manage and optimize the room inventory occupancy.

Job Responsibility

Manages the Department Heads in the departments named above
Ensures thorough communications and follow-up on any problems, guest or employee requests or special requirements, and hotel initiatives
Interviews and trains the staff
Conducts Performance Evaluations and disciplines staff when needed
Reviews and monitors schedules of staff in all departments in the Rooms Division
Supports Department Heads with team development plans, coaching, and continuous skills enhancement to elevate overall performance and engagement
Monitors departmental activities to ensure that standards are being met, staff is being supported, and guest needs are delivered consistently
Inspects all areas of responsibility in the Rooms Division
Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Resolves complaints in person, by phone, or through written message
Assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
Responds to all guest requests accurately and promptly through personal and telephone interaction
Assures that financial goals are being met
Monitors and controls labor expenses and supplies/equipment expenses
Works closely with Reservations, Sales, and the Front Office to maximize rate, occupancy, and total revenue
Drives Rooms Upselling performance and supports the team in achieving upsell conversion goals, while also promoting cross‑selling initiatives for hotel outlets to optimize overall property revenue
Maintains close relationships with retail tenants and concessions to ensure guest service standards and revenue/expense targets are met
Assists the Director of Rooms in preparing the Annual Budget
Acts as the senior manager in the Rooms Division in the absence of the Director
Assists the Director of Rooms in forecasting and budgeting of revenues and expenses for all departments in the Rooms Division

Requirements

3 to 5 Years’ Experience in Operations Rooms and as Department Head
Degree holder in hotel or any other related field
Strong leadership and interpersonal skills
Flexibility to work rotating shifts, weekends, and public holidays as required by hotel operations
Excellent reading, writing, and oral proficiency in English language
Must be able to speak, read, and write Bahasa Malaysia
Must have the right to work in Malaysia

What we offer

Competitive salary, wages, and a comprehensive benefits package
Excellent training and development opportunities
Complimentary accommodation at other Four Seasons Hotels and Resorts
Complimentary dry cleaning for employee uniforms
Complimentary employee meals

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Assistant Director of Rooms

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