Director of Rooms and Residences

About the role

Raffles the Palm Dubai, a 340-room, suite and villa beach resort on Palm Jumeirah opened in 2021, is hiring a Director of Rooms and Residences. The role leads the Rooms Division and the hotel's residences services, with accountability for service delivery, profitability, cost control, asset care and colleague engagement, and ensures a consistent Raffles experience for guests, residence owners and residents.

Key responsibilities

• Lead the Rooms Division departments, run daily briefings and weekly management meetings, and own operational priorities and follow-up actions.
• Maintain full knowledge of room types, rates, packages, occupancy, arrivals and departures, and adjust rosters and Manager on Duty schedules to business demand.
• Coordinate Front Office, Housekeeping, Royal Service and related teams for timely room readiness, accurate room status and smooth arrivals and departures.
• Anticipate sell-outs and overbooking, coordinate alternative accommodation and ensure guests are followed up under hotel policy.
• Review out-of-order rooms daily with Engineering and Housekeeping, track defects and work orders and confirm completion dates.
• Set and enforce cleaning, presentation and inspection standards across guestrooms, suites, villas and residences, and inspect rooms and public areas regularly.
• Approve housekeeping staffing plans, monitor productivity, overtime and outsourced labour, and control linen, chemicals and amenities through stock levels and consumption reviews.
• Oversee laundry quality, turnaround times, equipment care and outsourced service performance, and ensure safe cleaning practices and pest-control coordination.
• Work with Guest Experience and Butler leadership to resolve complaints, develop SOPs, review guest feedback and lead quality audits such as LQA and Forbes.
• Lead hotel-managed residences services, acting as the senior operational contact for residence owners and residents, and coordinate resident onboarding, arrivals, departures and move-in/move-out arrangements.
• Track resident requests and complaints through to closure, coordinate maintenance and preventive works with Engineering, and escalate unresolved defects to the Hotel Manager.
• Prepare annual operating expense budgets and monthly, quarterly and yearly expense forecasts for the Rooms Division and residences services, monitor profitability and explain cost variances.