ph3POSITION PURPOSE /h3 pThe Director of Rooms is responsible for leading and coordinating the Front Office, Back Office, Guest Experience and Concierge teams. /p pThis role ensures operational excellence across every stage of the guest journey, from arrival to departure, delivering the highest standards of hospitality, personalized service, guest satisfaction, loyalty and financial performance. In addition, the Director of Rooms drives the hotel's guest experience strategy, continuously improves operational processes, develops talent and contributes to achieving the hotel's financial and quality objectives. /p pThe Director of Rooms makes strategic decisions aligned with Arabella Hospitality's vision, values and service standards, ensuring memorable guest experiences that reflect the unique character of Castillo Hotel Son Vida, an iconic luxury destination in Mallorca for more than 65 years and a proud member of The Luxury Collection. /p h3ESSENTIAL FUNCTIONS /h3 h3Leadership People Management /h3 ul liLead, inspire and develop the Front Office, Back Office, Guest Experience and Concierge teams. /li liEstablish clear objectives, performance indicators and development plans for all team members. /li liFoster a culture of service excellence, collaboration, accountability and continuous improvement. /li liConduct performance evaluations and support talent development through coaching, training and succession planning. /li liEnsure appropriate workforce planning and operational coverage in line with business demands and occupancy levels. /li /ul h3Guest Experience Service Excellence /h3 ul liDefine and implement the hotel's Guest Experience strategy. /li liEnsure full compliance with the hotel's arrival, stay and departure service standards, as well as The Luxury Collection brand standards. /li liOversee the management, follow-up and resolution of guest complaints, service recovery opportunities and operational incidents. /li liMaintain a visible presence within operational areas, engaging regularly with VIP guests, repeat guests and groups.



/li liAnalyse guest satisfaction trends and implement continuous improvement initiatives. /li liEnsure the effective management of guest loyalty programmes and guest experience initiatives. /li liPromote a warm, genuine and highly personalised service culture, reflecting the values of Arabella Hospitality. /li liEnsure every guest experience reflects the unique character, history and reputation of Castillo Hotel Son Vida. /li /ul h3Operational Management /h3 ul liOversee the daily operation of all assigned departments, ensuring maximum efficiency and service excellence. /li liEnsure compliance with company policies, operational procedures, quality standards and all applicable legal requirements. /li liMaintain full awareness of the hotel's daily operational status, including occupancy, events, groups, VIP arrivals and any relevant operational matters. /li liOversee the effective management of reservations, room allocation, guest arrivals and departures, billing and all administrative processes related to the guest stay. /li /ul h3Financial Business Performance /h3 ul liPrepare, manage and control the operational budgets for the departments under your responsibility. /li liMonitor key performance indicators (KPIs), including Guest Satisfaction, Loyalty Enrolment, Upselling, Revenue Capture, Productivity and Quality Scores. /li liIdentify opportunities to improve revenue generation, cost efficiency and overall productivity. /li liActively contribute to the development and implementation of commercial and operational strategies that support the hotel's business objectives. /li /ul h3Quality, Compliance Brand Standards /h3 ul liEnsure compliance with Arabella Hospitality's operational and service standards, as well as The Luxury Collection brand standards. /li liEnsure compliance with health and safety regulations, data protection requirements and internal company procedures. /li liLead continuous improvement initiatives focused on operational excellence and the guest experience. /li liAct as an ambassador for Castillo Hotel Son Vida, promoting its values, heritage and commitment to excellence. /li /ul /p #J-18808-Ljbffr

📌 Rooms Director (Castillo Hotel Son Vida) (Palma)
🏢 Arabella
📍 Palma