Director of Rooms, Marriott Bonvoy

Marriott Bonvoy

Location:
Hong Kong, Hong Kong

Category:
Hospitality and Tourism

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

Functions as the strategic business leader of the property’s Rooms department. Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company.

Job Responsibility:

Champions the brand’s service vision for product and service delivery
communicates a clear and consistent message regarding departmental goals to produce desired results
makes and executes the necessary decisions to keep property moving forward toward achievement of goals
monitors and promotes room rates, specials, and promotions at the residence
analyzes service issues and identifies trends
works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution
reviews and audits expenses
monitors Rooms operations sales performance against budget
reviews reports and financial statements to determine Rooms operations performance against budget
coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses
compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results
demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer
delivers excellent customer service throughout the customer experience and encourages the same from other employees
reviews guest feedback with leadership team and ensures appropriate corrective action is taken
coordinates and communicates event details both verbally and in writing to the customer and property operations
creates an atmosphere in all Rooms areas that meets or exceeds guest expectations
responds to and handles guest problems and complaints
uses personal judgment and expertise to enhance the customer experience
interacts with guests to obtain feedback on product quality and service levels
works to continually improve customer service by integrating obtained feedback and personal judgment into action plans
interviews and hires employees
ensures regular, ongoing communication in Rooms
sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance
ensures property policies are administered fairly and consistently
conducts annual performance appraisal with direct reports and champions change
identifies talents of direct reports and assists with growth and development plans

Requirements:

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
4 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area
4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major
2 years experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area

Additional Information:

Job Posted:
October 30, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Director of Rooms