Working alongside a wonderful team at The Peninsula Tokyo, we are seeking a Director of Rooms to achieve the company’s objectives and create a memorable guest experience.
- This position is responsible for leading all Rooms Division functions including Front Office, Housekeeping, Laundry, and related guest service operations, ensuring the delivery of exceptional guest experiences.
- Act as the Rooms Division representative for guest service and operational matters, leading the resolution of complex issues where appropriate and ensuring sustainable corrective actions are implemented to prevent recurrence.
Key Accountabilities
- Lead the end-to-end Rooms guest experience: ensuring service standards are continuously enhanced, implemented, and upheld in line with Peninsula Principles, brand standards, and agreed KPIs, while enabling teams to anticipate guest needs, personalise experiences, and create memorable moments.
- Champion a “Make It Right” culture: overseeing all guest feedback and complaint-handling processes to ensure timely resolution, high-quality service recovery, appropriate personal involvement in complex cases, and proactive corrective actions that prevent recurrence and strengthen guest loyalty.
- Maintain a strong and visible guest-facing presence: building relationships, anticipating guest needs, identifying service risks early, and reinforcing a culture of personalized and anticipatory service.
- Drive continuous improvement and innovation in service delivery: embedding the Peninsula Service Principles into Rooms Division routines, decision-making, colleague coaching, and quality reviews so that processes, standards, and guest experiences evolve with changing expectations.
- Ensure rigorous quality control and operational readiness across Rooms Division:, including Front Office, Housekeeping & Laundry, Spa & Wellness, guest rooms, public areas, and related guest service touchpoints, through regular audits, cross-functional coordination, and effective preventative maintenance planning.
- Oversee staffing levels, workforce planning, payroll management, and productivity initiatives: ensuring adequate coverage for peak demand while maintaining service excellence and operational efficiency.
- Collaborate with Revenue Management and Reservations to optimize rooms revenue performance, including room sales, upselling, inventory management, room control, overbooking prevention, and guest-ready availability.
- Identify commercial and revenue improvement opportunities across Rooms, and related guest services, including the review and management of relevant third-party contracts, scopes of work, and service agreements.
- Prepare and manage departmental budgets, forecasts, performance reports, and major contracts, ensuring financial targets are achieved and company standards are upheld.
- Hire, mentor, and develop Rooms Division, Spa & Wellness, and guest service leaders, fostering a high-performing, guest-centric culture built on trust, accountability, collaboration, constructive feedback, empowerment, and continuous improvement, aligned with the company’s mission, vision, core values, and Peninsula standards.
General Requirements
- Knowledge & Skills:Strong knowledge of luxury Rooms Division operations, including guest journey management, room readiness, inventory control, VIP handling, and service recovery. Ability to embed Peninsula Service Principles into daily routines, decision-making, colleague coaching, quality reviews, and continuous improvement actions
- Experience: Minimum 8–10 years’ Rooms Division or luxury hotel operations experience, including senior leadership across Front Office, Housekeeping, or Rooms.
- Formal education and qualifications: Diploma or degree in Hospitality Management, Hotel Administration, Business Administration, or equivalent work experience.
- Behavioural Attributes: Visible, calm, and guest-focused leader who role-models Peninsula Service Principles and takes ownership for standards and outcomes.Strong coach who builds accountability, trust, collaboration, empowerment, and consistent performance within Rooms leadership teams.
- Languages:Proficient in English and Hotel’s local language.
- Other: Flexibility to work evenings, weekends, public holidays, and act as senior hotel representative when required.
We are delighted to receive your resume for further consideration.
The Peninsula Tokyo
Perfectly located opposite the Imperial Palace and just minutes from the shopping capital of Ginza, The Peninsula Tokyo offers guests breathtaking views of the city’s iconic skyline. As we continue to enhance both our service excellence and career opportunities, we increased our base salary remuneration by over 29% in 2024. Entry-level monthly base pay now starts at JPY 302,100 across all departments.
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