Director of Rooms - Pre-opening Regent Kuala Lumpur

Key Responsibilities

1. Guest Experience Leadership

• - Champion a guest-first culture with strong emphasis on personalization, anticipation, and emotional connection

• - Ensure flawless execution of arrival, stay, and departure experiences

• - Drive VIP and repeat guest recognition programs

• - Oversee concierge, guest relations, and butler services to deliver curated experiences

2. Rooms Operations Excellence

• - Oversee all Rooms Division functions including Front Office, Housekeeping, Concierge, Guest Services, and Butler Operations

• - Ensure consistency in service delivery aligned with Regent brand standards

• - Maintain impeccable room product quality, cleanliness, and presentation

• - Implement and monitor SOPs to ensure efficiency and service excellence

3. Housekeeping & Product Quality

• - Ensure the highest standards of cleanliness, hygiene, and aesthetics across guest rooms and public areas

• - Maintain room readiness, linen quality, and presentation at luxury standards

• - Oversee laundry operations and inventory management

• - Collaborate with Engineering to ensure rooms are maintained to perfection

4. Front Office & Revenue Optimization

• - Drive room inventory management, yield strategies, and upselling initiatives

• - Optimize occupancy, ADR, and RevPAR in collaboration with Revenue Management

• - Ensure effective management of reservations, room assignments, and guest preferences

• - Monitor and enhance check-in/check-out efficiency and guest flow

5. Butler & Concierge Experience (Regent Differentiator)

• - Elevate butler and concierge services to deliver highly personalized and discreet luxury

• - Curate bespoke guest experiences, itineraries, and special requests

• - Ensure seamless coordination across departments for guest needs

6. Talent & Culture

• - Lead, inspire, and develop a high-performing Rooms Division team

• - Attract and retain top luxury hospitality talent

• - Drive a culture of accountability, service excellence, and continuous improvement

• - Implement structured training programs aligned with Regent service philosophy

7. Financial & Operational Performance

• - Develop and manage departmental budgets

• - Optimize labor productivity, cost control, and operational efficiency

• - Drive ancillary revenue opportunities (upgrades, experiences, services)

• - Monitor performance metrics and implement corrective actions

8. Technology & Innovation

• - Leverage PMS, CRM, and guest experience platforms to enhance personalization

• - Drive digital innovation (mobile check-in, guest apps, smart room integration)

• - Ensure data-driven decision-making for guest insights

9. Compliance & Risk Management

• - Ensure adherence to safety, security, and regulatory requirements

• - Maintain guest privacy and data protection standards

• - Support crisis management and emergency response protocols

10. Stakeholder Collaboration

• - Work closely with F&B, Wellness, Engineering, and Sales & Marketing teams

• - Support group business, VIP events, and special programs

• - Collaborate with ownership and corporate teams on strategic initiatives

Key Skills & Competencies

• - Strong luxury Rooms Division leadership experience

• - Deep understanding of guest behavior and personalization strategies

• - Operational excellence with attention to detail

• - Commercial acumen and revenue management understanding

• - Exceptional leadership and team development skills

• - High emotional intelligence and guest engagement capability

Qualifications & Experience

• - Bachelor’s degree in Hospitality Management or related field

• - 10–15 years of progressive Rooms Division experience, with at least 3–5 years in a senior leadership role

• - Experience in ultra-luxury hotels/resorts or premium brands

• - International exposure preferred

Preferred Experience

• - Pre-opening experience in luxury hotels

• - Strong background in Front Office and Housekeeping leadership

• - Experience managing butler services or high-touch guest experiences

Key Performance Indicators (KPIs)

• - Guest satisfaction scores (Rooms Experience / Overall Stay)

• - RevPAR, ADR, and occupancy performance

• - Room quality scores and audit results

• - Check-in/check-out efficiency metrics

• - Employee engagement and retention

• - Upselling and ancillary revenue performance

Regent Brand Lens (Differentiation)

• Deliver intuitive, anticipatory service that feels effortless and personalized

• Maintain timeless elegance and flawless room product at all times

• Create emotionally engaging guest journeys, not just efficient stays

• Balance discreet luxury with operational precision

• Ensure every stay feels curated, private, and memorable