Director of Rooms - Pre-opening Regent… at InterContinent… · Malaysia

To lead and orchestrate the entire Rooms Division, delivering a seamless, intuitive, and highly personalized guest experience in line with Regent’s ultra-luxury positioning. This role ensures that every guest touchpoint—from arrival to departure—is executed with precision, warmth, and understated elegance, while driving operational excellence and commercial performance.

Key Responsibilities 1. Guest Experience Leadership

• • Champion a guest-first culture with strong emphasis on personalization, anticipation, and emotional connection
• • Ensure flawless execution of arrival, stay, and departure experiences
• • Drive VIP and repeat guest recognition programs
• • Oversee concierge, guest relations, and butler services to deliver curated experiences 2. Rooms Operations Excellence
• • Oversee all Rooms Division functions including Front Office, Housekeeping, Concierge, Guest Services, and Butler Operations
• • Ensure consistency in service delivery aligned with Regent brand standards
• • Maintain impeccable room product quality, cleanliness, and presentation
• • Implement and monitor SOPs to ensure efficiency and service excellence 3. Housekeeping & Product Quality
• • Ensure the highest standards of cleanliness, hygiene, and aesthetics across guest rooms and public areas
• • Maintain room readiness, linen quality, and presentation at luxury standards
• • Oversee laundry operations and inventory management
• • Collaborate with Engineering to ensure rooms are maintained to perfection 4. Front Office & Revenue Optimization
• • Drive room inventory management, yield strategies, and upselling initiatives
• • Optimize occupancy, ADR, and RevPAR in collaboration with Revenue Management
• • Ensure effective management of reservations, room assignments, and guest preferences
• • Monitor and enhance check-in/check-out efficiency and guest flow 5. Butler & Concierge Experience (Regent Differentiator)
• • Elevate butler and concierge services to deliver highly personalized and discreet luxury
• • Curate bespoke guest experiences, itineraries, and special requests
• • Ensure seamless coordination across departments for guest needs 6. Talent & Culture
• • Lead, inspire, and develop a high-performing Rooms Division team
• • Attract and retain top luxury hospitality talent
• • Drive a culture of accountability, service excellence, and continuous improvement
• • Implement structured training programs aligned with Regent service philosophy 7. Financial & Operational Performance
• • Develop and manage departmental budgets
• • Optimize labor productivity, cost control, and operational efficiency
• • Drive ancillary revenue opportunities (upgrades, experiences, services)
• • Monitor performance metrics and implement corrective actions 8. Technology & Innovation
• • Leverage PMS, CRM, and guest experience platforms to enhance personalization
• • Drive digital innovation (mobile check-in, guest apps, smart room integration)
• • Ensure data-driven decision-making for guest insights 9. Compliance & Risk Management
• • Ensure adherence to safety, security, and regulatory requirements
• • Maintain guest privacy and data protection standards
• • Support crisis management and emergency response protocols 10. Stakeholder Collaboration
• • Work closely with F&B, Wellness, Engineering, and Sales & Marketing teams
• • Support group business, VIP events, and special programs
• • Collaborate with ownership and corporate teams on strategic initiatives Key Skills & Competencies
• • Strong luxury Rooms Division leadership experience
• • Deep understanding of guest behavior and personalization strategies
• • Operational excellence with attention to detail
• • Commercial acumen and revenue management understanding
• • Exceptional leadership and team development skills
• • High emotional intelligence and guest engagement capability Qualifications & Experience
• • Bachelor’s degree in Hospitality Management or related field
• • 10–15 years of progressive Rooms Division experience, with at least 3–5 years in a senior leadership role
• • Experience in ultra-luxury hotels/resorts or premium brands
• • International exposure preferred Preferred Experience
• • Pre-opening experience in luxury hotels
• • Strong background in Front Office and Housekeeping leadership
• • Experience managing butler services or high-touch guest experiences Key Performance Indicators (KPIs)
• • Guest satisfaction scores (Rooms Experience / Overall Stay)
• • RevPAR, ADR, and occupancy performance
• • Room quality scores and audit results
• • Check-in/check-out efficiency metrics
• • Employee engagement and retention
• • Upselling and ancillary revenue performance Regent Brand Lens (Differentiation)

• Deliver intuitive, anticipatory service that feels effortless and personalized

• Maintain timeless elegance and flawless room product at all times

• Create emotionally engaging guest journeys, not just efficient stays

• Balance discreet luxury with operational precision

• Ensure every stay feels curated, private, and memorable