Director of Rooms and Guest Services - NoMad Singapore

THE NOMAD WAY

Hospitality is at the core of what we do and who we are. It’s more than just a job; it’s a path to a career in our industry. Many of us at No

Mad have grown from within these walls and we pride ourselves on providing these opportunities. We thrive to achieve our vision to be a thriving hotel combining the best of New York hospitality with Singapore’s charm. Our values connect us; our behaviours guide us; and our non-negotiables drive us. Welcome to No

Mad Singapore

The Director of Rooms is responsible for overseeing the overall management and strategic direction of the Rooms Division, including Front Office, Housekeeping and Guest Services.

This role ensures that all guest-facing operations deliver exceptional service standards, operational efficiency and financial performance. The Director of Rooms plays a key role in shaping the guest experience while driving team development and maintaining brand integrity.

The main responsibilities of the Director of Rooms are summarised below; however the list is not exhaustive.

• Oversee the daily operations of the Rooms Division, including Front Office, Housekeeping and Guest Services.
• Ensure exceptional service standards across all guest-facing departments.
• Monitor guest feedback and implement improvements to enhance the guest experience.
• Ensure operational procedures align with brand standards and company policies.
• Coordinate closely with other departments to ensure seamless guest journeys.
• Ensure compliance with all operational, safety and regulatory requirements.
• Undertake any other duties or tasks deemed reasonable by the General Manager.

• Lead and develop department heads within the Rooms Division.
• Foster a culture of accountability, collaboration and service excellence.
• Lead recruitment, training and development initiatives within the division.
• Conduct regular performance evaluations and provide coaching where appropriate.
• Encourage cross-department collaboration to improve operational efficiency.

• Oversee the financial performance of the Rooms Division.
• Work closely with revenue management to optimise occupancy and room revenue.
• Manage departmental budgets, labour costs and operational expenses.
• Monitor key performance indicators such as guest satisfaction, room availability and operational productivity.
• Implement operational strategies to improve efficiency and profitability.

• Champion a culture of hospitality that reflects the spirit and values of No
  
  Mad.
• Ensure guests receive a seamless and memorable experience throughout their stay.
• Support the development of guest service initiatives and service recovery strategies.
• Ensure brand standards are consistently upheld across all rooms division operations.

• Always maintain a consistently professional demeanor.
• Represent No
  
  Mad positively in all interactions with internal and external stakeholders.
• Always adhere to company policies and procedures, including Health & Safety policies, HR guidelines and compliance trainings.
• Demonstrate strong leadership, visibility and operational presence across the Rooms Division.
• Effectively manage workload and responsibilities with efficiency and sound judgment.
• Foster clear and effective communication within the team and across departments.
• Exhibit strong leadership skills to guide, mentor and inspire the team.
• Champion company values and foster a collaborative and respectful working culture.

• Degree or Diploma in Hospitality Management, Hotel Management, Business Administration or a related field.
• Minimum 8–10 years of progressive experience within the Rooms Division, with at least 3–5 years in a senior leadership position such as Front Office Manager, Executive Housekeeper or Rooms Division Manager.
• Strong operational knowledge of Front Office, Housekeeping and Guest Services operations within a luxury or upscale hospitality environment.
• Demonstrated experience in leading multi-department teams and managing large operational work forces.
• Proven ability to drive guest satisfaction, service excellence and operational performance.
• Strong financial acumen with experience managing departmental budgets, labour costs and operational forecasting.
• Familiarity with property management systems and hotel operational platforms (e.g., PMS, revenue systems and guest service platforms).
• Experience working with corporate brand standards and operational frameworks, with the ability to implement and uphold brand expectations.
• Excellent leadership, communication and interpersonal skills, with the ability to inspire and develop high-performing teams.
• Strong organisational and problem-solving capabilities, with the ability to manage multiple priorities in a fast-paced hospitality environment.