Director of Rooms

Director of Rooms

We are seeking an exceptional Director of Rooms to join the pre-opening team of Delano London. Reporting to the General Manager, you’ll be responsible for the overall management of our front office, housekeeping, guest experience and engineering teams, ultimately ensuring our guests are having a great and unique experience with us.

Set to open its doors in 2026, Delano London will fuse historic charm with contemporary luxury, reflecting a reimagined experience that pays homage to the original visionary concept. The 67-key luxury retreat will blend soft minimalist design, generous living spaces and park views, creating a distinctive lifestyle destination where design, dining, nightlife and wellbeing seamlessly converge.

What you’ll do…

• Take overall responsibility for the management of the housekeeping, front office, guest experience and engineering teams, ensuring guests are well cared for and guest expectations are exceeded.
• Lead the rooms division through the pre-opening phase, including recruitment, onboarding, SOP development, training plans, room readiness, operating supplies, mock stays, engineering handover requirements and opening checklists.
• Develop and own the end-to-end rooms guest journey, ensuring arrival, departure, housekeeping, in-room experience, guest recognition and recovery moments feel seamless, personal and appropriate for a luxury lifestyle hotel.
• Ensure the Engineering team is fully integrated into the rooms operation, with clear communication around room readiness, defects, guest-impacting maintenance, preventative maintenance and service recovery.
• Ensure that all hotel standard operating procedures are trained and adhered to across front office, housekeeping, guest experience and engineering.
• Own the rooms P&L, contributing to annual budget planning and ensuring expenses, labour, productivity, maintenance costs and operating supplies are kept in line.
• Partner with the Chief Engineer to ensure effective PPM schedules, statutory compliance, health and safety, contractor management and engineering records are maintained to the required standard.
• Own all quality evaluation processes and strive to improve all qualitative metrics.
• Take ownership of problem solving and ensure guest satisfaction levels are the highest possible.
• Proactively identify opportunities to improve and enhance processes and procedures across housekeeping, front office, guest experience and engineering, particularly where maintenance or room condition impacts the guest journey.
• Responsible for the accurate completion of all people documentation including payroll, recruitment, disciplinary and grievance and appraisal documentation.
• Coach and develop the team, ensuring that they are well motivated and informed.
• Set stretching yet realistic objectives for the team, monitoring these and providing regular feedback.
• Be ultimately accountable for delivering projects that involve housekeeping, front office, guest experience and engineering teams, including room readiness, defect resolution, snagging, OS&E readiness and guest-impacting maintenance matters.
• Proactively project manage any changes in policies and procedures for housekeeping, front office, guest experience and engineering.
• Achieve and maintain the highest possible levels of customer service to both external and internal customers, forging long-term relationships with suppliers, contractors and service partners.
• Ensure all health and safety procedures and policies are adhered to at all times.
• Be a member of the hotel crisis and fire teams and to be fully conversant in all related procedures.
• Support a culture of luxury service, discretion, warmth and attention to detail, ensuring Delano London feels distinctive and not simply process-led.