Rosewood Hotel Group

Job Description

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Job Summary

The Director of Rooms provides executive-level leadership of the hotel’s Rooms Division, encompassing Front Office, Housekeeping, Wellness and Laundry operations.

As a member of the Executive Committee, the role carries responsibility not only for day-to-day operational excellence, but also for strategic planning, financial performance, leadership development and guest experience outcomes across all rooms-related functions.

The Director of Rooms plays a critical role in shaping the hotel’s service culture, operational discipline and commercial performance, working in close partnership with the Resort Manager and fellow Executive Committee members to deliver Rosewood’s Relationship Hospitality promise.

NB: This role replaces the former Rooms Division Manager position and represents a materially expanded scope, seniority and level of accountability.

Essential Duties and Responsibilities

Rooms Division Leadership & Guest Experience

• Provide overall leadership of the Rooms Division, ensuring seamless, intuitive and personalized guest journeys across all rooms-related touchpoints.
• Maintain a strong, visible presence within hotel operations across multiple shifts, actively engaging with guests and associates.
• Champion Rosewood service standards, ensuring consistent execution across Front Office, Housekeeping, Wellness and Laundry.
• Lead guest recovery within the Rooms Division, resolving issues promptly and modelling best-in-class Relationship Hospitality behaviors.
• Monitor and analyze guest feedback, Trust You sentiment and internal audit results, translating insights into corrective action and training initiatives.

Operational Excellence & Standards

• Ensure compliance with all Rosewood brand standards, LQA, Forbes and internal quality benchmarks.
• Oversee housekeeping standards across guestrooms, public areas and back-of-house spaces, ensuring exceptional levels of cleanliness, presentation and asset care.
• Direct Wellness operations to ensure service consistency, revenue optimization and alignment with the hotel’s luxury positioning.
• Oversee Laundry operations, ensuring operational efficiency, quality control and appropriate cost management.
• Ensure full compliance with health, safety, fire and emergency procedures, including hurricane and evacuation planning.

Financial Performance & Business Management

• Maintain accountability for Rooms Division payroll, controllable expenses and productivity metrics.
• Prepare and manage departmental budgets, forecasts and labor plans in collaboration with Finance and the Resort Manager.
• Analyze Rooms-related P&Ls and prepare detailed commentary for Monthly Business Reviews.
• Review daily occupancy, rate variance and house counts, identifying opportunities to optimize performance.
• Oversee Rooms Division purchasing and inventory controls in line with company policy.

Strategy, Planning & Asset Stewardship

• Contribute to hotel-level strategic planning, including room product positioning, guest segmentation and service innovation.
• Lead planning for room maintenance schedules, coordinating closely with Facilities to minimize out-of-order inventory.
• Partner with Engineering on preventative maintenance, refurbishment planning and capital projects impacting guestrooms and public areas.
• Establish and track quarterly objectives for Rooms Division leaders, aligned to the hotel’s strategic priorities.

Leadership, Talent & Labor Relations

• Recruit, develop and retain high-performing leadership and operational teams across the Rooms Division.
• Conduct regular performance reviews, probation reviews and one-to-one meetings with direct reports.
• Foster a culture of accountability, collaboration and continuous improvement.
• Partner closely with Talent & Culture on succession planning and leadership development.
• Coach and discipline associates in accordance with company policy and, where applicable, union Collective Bargaining Agreements.
• Demonstrate strong working knowledge of unionized environments and labor relations best practices.

Standard Responsibilities

• Comply with and adhere to Rosewood Hotels & Resorts and Rosewood Bermuda company policies.
• Ensure that all Rosewood standards are communicated, implemented and consistently executed.
• Develop and implement strategies to achieve guest and member service goals.
• Act as a brand ambassador at all times and ensure brand integrity and clarity are maintained.
• Model the company’s culture, vision, mission and core values at all times.
• Participate in community relations and local business initiatives that reinforce the resort’s reputation as a leading luxury destination in Bermuda.
• Take on other tasks in addition to the ones stated, in a reasonable framework.

Confidentiality

Whilst working for the company there will be access to a wide variety of confidential information concerning the company, guests, members and associates. It is vital that all such information remains confidential and must not be disclosed to anyone outside the company unless authorized.

Position Requirements, Skills & Knowledge

• Proven senior leadership experience as Director of Rooms or equivalent within a luxury or ultra-luxury hotel environment; experience operating at Executive Committee or Hotel Leadership Team level is essential.
• Demonstrated experience leading multiple Rooms Division functions simultaneously (Front Office, Housekeeping, Wellness and/or similar), with full accountability for service delivery, labor management and financial performance.
• Experience operating within complex, high-volume or high-expectation luxury hotels, including exposure to international brand standards, audits and governance frameworks (e.g. Forbes, LQA or equivalent).
• Strong financial acumen with direct responsibility for Rooms Division P&L performance, including payroll management, labor productivity, forecasting, budgeting and cost control.
• Demonstrated ability to analyze and interpret Rooms-related financial data, including occupancy trends, rate variance, productivity metrics and flow-through, and to translate insight into corrective action.
• Proven experience driving service excellence, guest recovery and quality improvement initiatives at a leadership level, supported by measurable improvements in guest satisfaction and sentiment metrics.
• Demonstrated experience managing change, operational complexity and performance improvement within established teams, including the introduction of new standards, systems or operating models.
• Experience working within a unionized or highly regulated labor environment, including the application of Collective Bargaining Agreements, disciplinary processes and constructive labor relations.
• Strong leadership presence with the ability to influence, challenge and collaborate at peer Executive Committee level, whilst maintaining credibility with operational teams.
• Proven track record in talent development, including succession planning, leadership coaching and performance management across multiple departments.
• Exceptional interpersonal and communication skills, with the ability to engage effectively with guests, associates, senior leadership and external stakeholders.
• Ability to maintain composure, judgement and professionalism in high-pressure operational environments, including during incidents, service failures or peak demand periods.
• Bachelor’s degree in Hospitality Management, Business Administration or a related discipline is required; equivalent international experience may be considered.
• Experience within an international luxury hotel brand and/or resort environment is strongly preferred.
• High level of systems literacy, including Opera Cloud PMS and Microsoft Office Suite; ability to leverage systems to drive operational and reporting effectiveness.
• Strong organizational capability, attention to detail and disciplined follow-through, with the ability to prioritize competing operational and strategic demands.
• Absolute discretion and integrity in handling confidential guest, associate and company information.

Other

• The above description is not to be regarded as exhaustive. Other tasks and responsibilities of a broadly comparable nature may be added on a temporary or permanent basis, as appropriate.
• As the hotel’s level of business varies considerably, there is a need for flexibility in attitude, approach and working hours.

About Us

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A destination in itself, the recently renovated Rosewood Bermuda is the centerpiece of the prestigious community of Tucker’s Point Bermuda’s premier resort, golf club and residential community. Gracing 240 of the most beautiful coastal acres on the island, the award-winning tropical hideaway neighbors the estates of Tucker’s Town and offers breathtaking vistas of the ocean and sound. With just 88 rooms and suites, guests feel they are part of an elite club with exclusive access to the largest private pink-sand beach on Bermuda as well as the island’s finest amenities. They can golf like champions, sail the ocean blue, dive shipwrecks and colorful reefs, play a friendly game of tennis or “spa” to their heart’s delight within this well-appointed setting.