Hyatt Director of Rooms in ABU DHABI, United Arab Emirates

Care comes from a place of empathy and authentic human connection. Wecareby truly seeingpeopleand getting to know them as unique individuals so we can design and deliver personal experiences. We want to make a difference in the lives of all those we touch: colleagues, guests, owners, operators, community members, and shareholders.Being your bestis about being your authentic self in each moment – engaged, fulfilled, and ready to take on the world.

At Grand Hyatt, it s our Promise to Deliver moments of more and therefore as a Director of Rooms, you are expected to excel in following deliverables:

  • Drive Divisional entrepreneurial approach, ensure divisional resources are aligned to successfully implement the hotel annual growth strategy and accomplish our Purpose.

  • To promote innovation through Design Thinking initiatives.

  • Embed Hyatt’s Purpose of Care by enabling colleagues to be their best.

  • Participate in the coordinated Annual Business Plan process.

  • Ensure that the divisional activities are aligned with the Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.

  • Schedule regular Hyatt Thrive initiatives that will contribute to the hotel being recognized within the local community.


  • Ensures that each section of your respective division is managed efficiently, maximizing utilization of technology and promoting paperless working environment.

  • Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.

    _Customer Service_

  • To ensure that all associates deliver the brand promise and provide exceptional guest service at all times.

  • To ensure that all associates are well versed with World of Hyatt program and have attended respective training.

  • To build and deliver brand-led experiences that will contribute to exceeding hotel NPS and customer services scores.

  • To ensure associates are making full use of the GEM program.

  • Ensures that all employees also provide excellent service to internal customers in other departments as appropriate.

  • Spends time in public areas observing employee-guest interaction and talking with guests, working through Heads of Department to coach employees in guest service skills as necessary.

  • Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to ensure problems are resolved satisfactorily.

  • Maintains positive guest and colleague interactions with good working relationships.

    • Financial*
  • Maximises employee productivity through the use of multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

  • Ensures that all revenue generating departments (e.g. Rooms, Communications Centre, Guest Laundry) is operated in line with maximising revenues and profit through upselling, pricing activities and proper yield management, while delivering on the brand promise.

  • Ensures that each cost centre (e.g. Housekeeping and Laundry) operates with the lowest possible cost structure while also delivering on the brand promise to the guest.

  • Strategically analyses business performance to facilitate accurate and meaningful forecasting, involving the respective Heads of Department as appropriate.

  • Proactively manages costs based on key performance indicators, working through the respective Heads of Department as appropriate.

  • Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information.


  • Actively participates in weekly yield and revenue management meetings, oversees the appropriate pricing structures to maximise yield and overall profits.

  • Ensure brand standard requirements are met according to the Brand “Grand”- organize yearly internal audit.

  • Ensure that collaterals displayed in room and public areas adhere to the Brand standards.


  • Oversees the Rooms Guest Signature Touch Point experience from check-in to check-out for all guests, working through each Head of Department to ensure a seamlessly perfect guest experience and make adjustments where necessary.

  • Implement VIBB Touchpoints.

  • Meets and greets regular and VIP guests as appropriate, ensures the proper handling of all of their reservations, room assignments and check-in experience.

  • Review feedback on the results of the Hysat, Trip Advisor and other social media sites and to ensure that hotel recognized by our guest both in house and from the local community.

  • Regularly inspects rooms and other Rooms areas to ensure that the set standards are being maintained.

  • Works with the Engineering Department to maintain guest rooms and the public areas to the highest standard.

  • Feedback the results of the Operational Audits and to ensure that the relevant changes are implemented.

  • Works closely with other Leadership Committee members in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.

  • Ensures that all Rooms employees work in a supportive and flexible manner with other departments.


  • Oversees and assists in the recruitment and selection of all Rooms employees, and ensures that Heads of Department follow hotel guidelines when recruiting and use a competency-based approach to selecting their employees.

  • Oversees the punctuality and appearance of all Rooms employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.

  • Maximises the effectiveness of Heads of Department by developing each of their skills and abilities through the appropriate training, coaching, and/or mentoring.

  • Promote a growth mindset culture that encourages personal development.

  • Conducts regular Performance Development Discussions with Heads of Department and supports them in their professional development goals, and ensures that they in turn conduct regular Performance Development Discussions with their employees.

  • Ensures that each Head of Department plans and implements effective training programmes for their employees in coordination with the Learning Manager and their Departmental Trainers.

  • Encourages employees to be creative and innovative, challenging and recognising them for their contribution to the success of the operation.

  • Ensures that all employees have a complete understanding of and adhere to employee rules and regulations.

  • Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.

  • Derive strategies that will contribute to exceed Employee Engagement Survey scores.

    _Other Duties_

  • Attends and contributes to all training sessions and meetings as required.

  • Is knowledgeable in statutory legislation in employee and industrial relations.

  • Exercises responsible management and behaviour at all times and positively representing the hotel management team and Hyatt International.

  • Maintains strong, professional relationship with relevant representatives from competitor hotels, business partners and other organisations, especially travel agencies, local business groups and airlines.

  • Reads the hotel's Employee Handbook and have an understanding of and adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.

  • Ensures high standards of personal presentation and grooming.

  • Responds to changes in the Rooms function as dictated by the industry, company and hotel.

  • Carries out any other reasonable duties and responsibilities as assigned.

* Ideally with a university degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience as Director of Rooms or Front Office Manager in larger operation. * Good problem solving, administrative and interpersonal skills are a must.

Primary Location: AE-AZ-Abu Dhabi
Organization: Grand Hyatt Abu Dhabi
Job Level: Full-time
Job: Hotel Operations
Req ID: ABU001470

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.