Director of Rooms Division

About the role

The Director of Rooms Division leads all rooms‑related departments at Sofitel Rio de Janeiro Ipanema, ensuring a seamless, luxury guest experience that meets Forbes 5‑Star and LQA standards. Reporting to the General Manager, this senior leader shapes service culture, drives operational excellence, and contributes to the hotel’s commercial performance.

Key responsibilities

• Maintain and elevate service standards in line with Forbes 5‑Star and LQA benchmarks.
• Monitor guest satisfaction metrics (NPS, TripAdvisor, OTA scores) and implement corrective actions.
• Handle escalated guest complaints with empathy and swift resolution.
• Lead, coach, and develop department heads across all Rooms Division areas, fostering an inclusive team culture.
• Oversee recruitment, onboarding, performance management and succession planning.
• Manage the Rooms Division budget, labour costs, operating expenses and capital‑expenditure requests.
• Partner with Revenue Management to optimise room yield, upsell strategies and occupancy.
• Identify and grow ancillary revenue streams such as upgrades, amenities and butler services.
• Ensure compliance with brand SOPs, quality audits, mystery‑guest programmes and certification processes.
• Coordinate room inventory, maintenance planning and preventive care.

Required profile

• Minimum 3–5 years of experience in a senior rooms‑division or hotel operations role.
• Proven ability to lead large, multicultural teams in a luxury hotel environment.
• Strong commercial acumen with experience managing budgets and driving revenue.
• Excellent communication and problem‑solving skills, with a guest‑centric mindset.
• Fluency in English; Portuguese is a plus.

Required skills

• Knowledge of Forbes 5‑Star and LQA service standards.
• Familiarity with guest satisfaction tools (NPS, TripAdvisor, OTA platforms).
• Experience with revenue management concepts and room yield optimisation.
• Budgeting and financial reporting capabilities.
• Leadership and talent development expertise.