Assistant Director of Rooms

The Assistant Director of Rooms oversees the daily execution and strategic operational flow of the Rooms Division (Front Office, Housekeeping, Guest Relations, Concierge, Laundry, and Guest Services). This role is specifically designed for an operational leader who combines deep process improvement capability with uncompromising 5-star luxury service standards.

This executive is responsible for auditing, re-engineering, and optimizing guest touchpoints—from pre-arrival to checkout—while leading, training, and coaching department heads and supervisors. The core mission is to elevate guest satisfaction (CSAT/NPS), eliminate operational bottlenecks, and cultivate a service culture grounded in empathy, precision, and continuous learning.

2. Key Responsibilities & Deliverables

• Lead the daily operations of Front Office, Housekeeping, Guest Relations, Concierge, Laundry, and Guest Services.
• Optimize guest journey processes, SOPs, and cross-department workflows to enhance efficiency and service quality.
• Ensure compliance with 5-star luxury service standards and drive continuous quality improvement.
• Coach and develop department leaders and front-line teams through hands-on training and performance mentoring.
• Manage guest satisfaction, service recovery, VIP experiences, and operational performance metrics.
• Support revenue growth through upselling initiatives while optimizing labor productivity and operational resources.

• Comprehensive benefits package in accordance with the hotel's policies, including exclusive HOD benefits such as staff accommodation for out-of-province managers, annual leave entitlement, internal employee rates, and private health insurance.
• A professional, elegant, and friendly working environment.
• Full statutory benefits in compliance with Vietnamese labor laws.

• Education: Bachelor’s degree in Hospitality Management, Business Administration, or related fields.

• Experience: Minimum 6–8 years of progressive leadership experience in Rooms Division (Front Office / Housekeeping) within luxury 5-star hotels or premium resorts, including at least 2–3 years in an Assistant Director or Senior Department Manager capacity.

• Track Record: Proven history of driving operational process improvements, elevating guest review scores, and designing/executing structured operational training programs.

Skills & Competency Profile

• Process & Quality Engineering: Strong foundation in workflow analysis, SOP development, service mapping, and continuous improvement methods (Lean/5S/PDCA).

• Coaching & Facilitation: Outstanding adult learning, coaching, and mentoring skills; natural ability to inspire front-line staff and develop future leaders.

• Service Empathy & Emotional Intelligence: Deep understanding of luxury customer psychology, active listening, and high-stakes service recovery.

• Language & Communication: Business-level fluency in both English and Vietnamese (written and spoken)

Interested candidates are invited to submit their CV via Hoteljob or email to: hiri*******************