Mandarin Oriental, Hangzhou is a forthcoming five-star luxury hotel set within the prestigious Westlake 66 mixed-use development, near the UNESCO-listed West Lake. Scheduled to open in 2026, the hotel will feature 194 elegantly designed guestrooms and suites, complemented by four restaurants and bars, extensive meeting and event spaces, and world-class wellness facilities including a signature spa, fitness centre, and indoor pool. Blending contemporary sophistication with cultural heritage, the hotel is designed as a serene retreat in one of China’s most vibrant cities, offering seamless access to Hangzhou’s key business districts and leisure attractions.

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

• Guest Experience & Service Excellence: Personally greet and stay in touch with arriving, departing, and in-house guests to ensure seamless experiences. Handle comments and complaints with care, ensuring guests leave with positive lasting memories. Drive exceptional service from pre-arrival to post-departure in line with Legendary Quality Experience (LQE) standards.
• Operational Leadership & Interdepartmental Coordination: Supervise arrivals, departures, room allocations, and amenity programs. Ensure all Rooms colleagues are aware of upcoming arrivals and regular guest preferences. Foster proactive communication across departments to promote teamwork and enthusiasm.
• Team Development & Culture: Lead, train, and motivate the Rooms team to deliver top-tier luxury service. Spend one full day per month in each department to coach and understand challenges. Support P&C in recruiting, training, and developing team members. Conduct performance reviews and create succession plans.
• Financial Performance & Revenue Optimization: Manage the Rooms Division budget, monitor expenses, and forecast financial performance. Identify sales opportunities and innovate guest services to generate additional revenue. Monitor guest account balances, corrections, and allowances. Collaborate with Finance on regular financial reviews.
• Compliance, Quality & Continuous Improvement: Review service quality audits, guest comment cards, and incident reports to implement action plans. Develop and maintain SOPs. Ensure compliance with health, safety, and local regulations (FHLSS, HACCP, Food Acts). Maintain grooming and appearance standards. Collaborate with Engineering to minimize room downtime.

As Director of Rooms , we expect from you:

Experience and education

• Luxury Pre-opening Expert: Extensive leadership experience within a luxury hotel brand, including a proven track record in pre-opening operations
• Proven experience in budget management, cost control, revenue optimization, and financial reporting for Rooms Division. 
• Proven experience in guest satisfaction management, handling high-profile guests, and service recovery strategies. 

• Excellent verbal and written communication in Chinese.

Technical Skills

• Strong IT skills, with advanced knowledge of Windows operating systems, Microsoft Office Suite (Excel, Word, Outlook), and troubleshooting front office systems. 
• Expertise in hotel management systems (e.g., HMS, Opera, Fidelio, or similar PMS), including reservations, room inventory management, billing, and reporting. 

• Excellent verbal and written communication in Chinese. (additional languages are a plus). 

• Strong understanding of credit policies, service recovery strategies, and VIP guest management. 

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.
• Heath & 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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