Director of Rooms

At Shangri-La Singapore we are a heart-warming family. We share something powerful - our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure. It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.

We are looking for a Director of Rooms to join our team!

Leadership & Operational Excellence

• Provide strategic leadership and direction for all Rooms Division operations, including Front Office, Guest Relations, Housekeeping, Horizon Club, and Valley Wing.
• Drive operational excellence by reviewing processes, enhancing service standards, and ensuring consistent delivery of luxury guest experiences.
• Act as the senior operational leader in the absence of the Resident Manager.
• Partner with key stakeholders across the hotel to deliver seamless and memorable guest journeys.

Luxury Guest Experience & Stakeholder Management

• Champion service excellence across all guest touchpoints and ensure exceptional experiences for VIP, VVIP, repeat, and high-profile guests.
• Lead guest recognition, loyalty, and service recovery initiatives to strengthen guest satisfaction and retention.
• Build strong relationships with corporate clients, travel partners, diplomatic missions, and key stakeholders.
• Oversee VIP arrivals, special events, government delegations, and high-security visits.

Commercial & Business Performance

• Drive Rooms Division performance through effective revenue management, productivity, and cost control initiatives.
• Collaborate with Sales, Marketing, Revenue Management, and Food & Beverage teams to identify revenue growth opportunities.
• Monitor market trends, competitor activities, and guest insights to support strategic decision-making.
• Ensure achievement of key performance indicators including guest satisfaction, revenue, profitability, and service quality standards.

People Leadership & Talent Development

• Lead, mentor, and develop departmental leaders to build high-performing teams.
• Drive colleague engagement, succession planning, and leadership development initiatives.
• Foster a culture of accountability, collaboration, and continuous improvement across the division.
• Ensure appropriate workforce planning and talent retention strategies are in place.

Asset Management & Innovation

• Oversee guest room enhancement, refurbishment, and capital expenditure projects.
• Partner with Engineering to maintain room inventory and uphold product quality standards.
• Champion the adoption of technology, automation, and data-driven solutions to enhance operational efficiency and guest experiences.
• Leverage hotel systems and guest intelligence platforms to drive informed business decisions.

Requirements

• Degree or Diploma in Hospitality Management, Hotel Administration, Business Management, or a related discipline.
• Minimum 10 years of progressive Rooms Division leadership experience, preferably within an international luxury hotel environment.
• Proven track record in driving guest satisfaction, operational excellence, and financial performance.
• Strong commercial acumen with experience in revenue management, budgeting, labour productivity, and asset management.
• Exceptional leadership, stakeholder management, and communication skills.
• Passionate about luxury hospitality, people development, and delivering world-class guest experiences.

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