Director of Rooms

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

About the location:

Rising above the Wulin CBD, the hotel provides a connected perspective of Hangzhou, linking skyline, waterways, and districts into one experience. Guests move naturally between commerce and culture, balancing work life and social circles, all while experiencing the pulse of the city as the hotel moves to the rhythm of its beat.

Four Seasons Hangzhou at Hangzhou Centre is designed to translate the city’s water heritage and architectural traditions into a contemporary urban language. Fluid forms, layered textures, elevated gardens, and light-filled wellness spaces create opportunities for both movement and retreat, while it’s expansive culinary offering celebrates tastes and flavours from around the world. Locals and travellers come together organically, making the hotel a hub for connection and conversation. Anchored by intuitive, human-centred service, every stay feels effortless, confident, and distinctly Four Seasons, immersing guests in a lifestyle that is vibrant, elevated, and unmistakably Hangzhou.

About the role

• The Director of Rooms at Four Seasons Hotels and Resorts is a key executive leader responsible for orchestrating a seamless, world-class guest experience from arrival to departure. Directs and controls the activities of the Front Office, Concierge and Guest Service, Housekeeping. Assures that standards are met, guests and employees are satisfied and problems are promptly resolved. Take actions that maximize the profit of the division.

What you will do

• Directly supervises the Department Heads. Ensures thorough communication and follow-up on any problems, guest or employee requests or special requirements, and on hotel initiatives. Conducts Performance Evaluations and disciplines staff when needed.
• Monitors staffs’ activities to ensure that standards are being met, staff is being supported and guest needs are being met. Routinely inspects all areas of responsibility in the Rooms Division.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Develops relationships with return guests, group contacts and other guests in order to provide personalized service.
• Assures that financial goals of the division and the hotel are being met.  Monitors and controls labor expense, and other divisional expenses such as supplies and equipment. Works closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue. Assists in preparing business forecasts. Prepares Annual Budget for the division.  Makes suggestions that will improve revenue, reduce cost and increase guest satisfaction.
• Assures that Four Seasons Service and Culture standards are being met.  Manages in a way that supports Four Seasons’ Mission and Philosophy.  Supports and creates programs and initiatives that encourage employee development, training and career growth within the Rooms Division. 
• Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees Responds swiftly and effectively in any hotel emergency or safety situation.
• Completes with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
• Works harmoniously and professionally with co-workers and supervisors.

What you bring

• College degree or equivalent.
• Minimum seven years in a luxury hotel environment, three years in key Rooms Division capacities.
• Excellent spoken and written English knowledge.
• Good knowledge of Word, Excel and PowerPoint.
• Logic, eye for details, approachable and willing to help.
• Highest level of integrity and transparency.
• Excellent written and verbal communication skills to prepare and deliver reports, effective presentations and to facilitate meetings.
• Being calm and patient and be of service passion. Team player. Being fair and responsible. Be passion and love working.

Preferred

• Housekeeping working experience preferred.
• Mandarin and Cantonese preferred.

What we offer: 
•   Competitive Salary, wages, and a comprehensive benefits package
•   Excellent Training and Development opportunities
•   Employee Discount for stays at any Four Seasons worldwide
•   Complimentary Dry Cleaning for Employee Uniforms
•   Complimentary Employee Meals

Schedule & Hours:

40 hours per week

The management level for this position is:

Operations - Division Head

The transferring employee will be responsible for obtaining or will currently hold proper work authorization for the country in which the position is located.

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