Company Description
Hotels combining lifestyle and design, for business and leisure
Pullman Kuala Lumpur City Centre Hotel & Residences houses 450 contemporary rooms and suites featuring modern amenities and 157 residences designed for comfort and convenience. To whet your appetite, five restaurants and bars promise tempting cuisines, catering to every taste. The 10th floor rooftop oasis showcases relaxing garden spaces, a swimming pool, a Fitness Lounge, Living Space (residence guest area), Poolside Bar & Grill and Vibes Spa.
Set in the heart of vibrant capital KL city centre, Pullman KLCC offers guests the best of the city's attractions, entertainment and business hub. Public transport is also easily accessible, with buses and trains right at your doorstep. Pullman KLCC is near where globetrotters want to be: a short walk from Raja Chulan Monorail station and opposite the Pavilion Kuala Lumpur luxury mall. Pullman is in bustling Bukit Bintang, the city's shopping, dining and business centre.
Located on Jalan Conlay in the city's thriving Central Business District, Pullman KLCC provides an elite address to explore the city centre. Opposite Pavilion shopping mall, within walking distance to the Petronas Twin Tower and KL Convention Centre.
Job Description
The Director of Rooms oversees and directs all aspects of the Rooms Division, which includes the Front Office, Club Lounge, Housekeeping, Laundry, Pullman Touch, Concierge, Bell Desk, and Limousine/Valet Services. This leadership role ensures operational excellence in delivering attentive, efficient, and courteous service, aligned with the Pullman brand standards. The Director of Rooms is responsible for optimizing guest satisfaction, maximizing room revenue, and developing high-performing teams across departments.
Operational Leadership
- Lead and manage daily operations of the Rooms Division, ensuring a seamless and luxurious guest experience.
- Ensure total compliance with Pullman brand standards and operational procedures.
- Maintain appropriate staffing levels to meet fluctuating business demands.
- Oversee administrative functions and organizational processes to drive efficiency and service quality.
- Participate in strategic planning, regular operations meetings, and business reviews.
Guest Experience & Quality Assurance
- Champion the Pullman brand pillars in all guest interactions and service delivery.
- Enhance guest satisfaction by improving service quality indicators such as TrustYou and LQA scores.
- Handle all guest complaints promptly and professionally, ensuring timely resolution and guest recovery.
- Collaborate cross-functionally with F&B, Sales, Revenue, and Talent & Culture to deliver holistic guest experiences.
Financial & Revenue Management
- Drive rooms revenue performance through effective inventory management, upselling strategies, and yield optimization.
- Monitor and manage departmental expenses, ensuring alignment with budgetary goals.
- Implement corrective actions and operational solutions to improve performance and cost-efficiency.
People & Talent Development
- Inspire, lead, and mentor department heads and team members to deliver high service standards.
- Foster a culture of learning, engagement, and succession planning.
- Conduct performance reviews, training needs assessments, and team-building initiatives.
Reporting & Strategic Planning
- Develop and implement strategic plans to continuously improve service standards and operational efficiency.
- Establish monthly reporting systems to monitor financial, operational, and guest service KPIs.
- Support the formulation and execution of annual business plans and budgets.
Qualifications
- Degree or Diploma in Hospitality Management or a related field.
- Minimum 3 years’ experience in a similar leadership role within a luxury hotel environment.
- Comprehensive knowledge of Rooms Division operations, including front office, housekeeping, and guest services.
- Proficiency in Opera Cloud PMS, and strong competency in spreadsheets, budgeting, and financial analysis.
- Excellent communication, interpersonal, and problem-solving skills.
- Professional appearance with a strong presence and leadership acumen.
- Ability to work effectively under pressure in a fast-paced environment.
- This position is open exclusively to Malaysian citizens and Permanent Residents.
- Only shortlisted candidates who meet the required qualifications and job criteria will be contacted.
Additional Information
Hotel Franchised