Director of Rooms

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental, Rome will offer a rare urban retreat set across ten 19th-century villas, surrounded by lush gardens yet only moments from the city’s iconic landmarks. The hotel will feature 108 elegantly designed rooms and suites, many with private terraces or gardens, crafted by renowned designers Gilles & Boissier. With six distinctive restaurants and bars, including a rooftop Mandarin Bar with sweeping city views, the property will blend tranquil residential charm with contemporary Roman sophistication.

About the job

The Director of Rooms is responsible for leading all Rooms Division operations across the hotel, including Front Office, Housekeeping, Concierge, Guest Relations, Guest Services and Reservations. Reporting to the Hotel Manager, this role is responsible for delivering exceptional guest experiences, driving commercial performance, developing high-performing teams and ensuring operational excellence across all aspects of the guest journey, from arrival through departure.

As Director of Rooms, you will be responsible for the following duties:

• Lead and oversee all Rooms Division operations, ensuring exceptional quality, service standards and guest satisfaction across every guest touchpoint.
• Drive the commercial success of the division through strategic planning, effective inventory and rate management, revenue optimisation and strong financial performance.
• Partner closely with Revenue Management, Sales & Marketing and other operational leaders to maximise occupancy, ADR and RevPAR performance.
• Champion Mandarin Oriental's Legendary Quality Experiences (LQEs), ensuring exceptional and personalised guest service throughout the guest journey.
• Maintain a visible presence within the operation, building meaningful relationships with guests and creating memorable, personalised experiences.
• Monitor guest feedback and satisfaction metrics, implementing improvements and service enhancements as required.
• Lead, coach and develop the Rooms Division leadership team and colleagues, fostering a culture of excellence, accountability and continuous improvement.
• Oversee budgeting, forecasting, labour management and cost control processes to maximise profitability while maintaining exceptional quality standards.
• Ensure consistency and quality across all guest rooms, public areas and service delivery standards, maintaining Mandarin Oriental standards at all times.
• Drive innovation through industry awareness, market trends, competitor analysis and evolving guest expectations.
• Ensure all operational systems, technology platforms and processes are optimised to support efficiency and enhance the guest experience.
• Work closely with Housekeeping and Engineering teams to ensure the highest standards of cleanliness, maintenance and product presentation throughout the hotel.
• Maintain compliance with all local regulations, health and safety standards and company policies.
• Contribute as a key member of the Hotel Leadership Team, supporting the successful opening and ongoing evolution of Mandarin Oriental, Rome.

As Director of Rooms, we expect from you:

• Progressive Rooms Division leadership experience within luxury hospitality, including experience leading Front Office, Housekeeping and Guest Services functions.
• Previous experience as a Director of Rooms within a luxury hotel environment.
• Proven success leading large-scale Rooms operations whilst consistently delivering outstanding guest experiences and financial results.
• Strong commercial acumen with extensive experience in budgeting, forecasting, revenue optimisation, profitability management and cost control.
• Comprehensive knowledge of Front Office, Housekeeping, Concierge, Guest Relations, Reservations and luxury guest service operations.
• Demonstrated success in maintaining exceptional service standards whilst driving operational efficiencies and continuous improvement.
• Exceptional leadership, coaching and people development capabilities.
• Strong analytical, planning and organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent communication, presentation and stakeholder management skills.
• Experience working within complex luxury hotel environments and multicultural teams.
• Strong command of written and spoken English; Italian would be advantageous.
• A genuine passion for hospitality, exceptional service and creating world-class guest experiences.

Our commitment to you:

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it's important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Health & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.

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