Director, Operations Excellence, EMEAC

OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

The global operations team focuses on delivering exceptional guest experiences, reflecting a Sense of Place and creating moments of discovery. This role leads the EMEAC region to drive operational excellence and success in the Rooms division. You will report directly to the Vice President, Operations, EMEAC, collaborating closely with our corporate Experience Design team and with our property teams, including Hotel Managers and Directors of Rooms.

YOUR ROLE

As Director, Operations Excellence, EMEAC, you will support the Vice President, Operations, EMEAC in overseeing the Rooms Division across the region, driving performance and ensuring brand standards are upheld. You’ll lead training initiatives, support openings and renovations, and collaborate with cross-functional teams to enhance service consistency and operational efficiency. Your insights into guest experience trends and operational excellence will shape the future of our Rooms offering and contribute to the overall success of Rosewood Hotel Group.

HOW YOU’LL MAKE THE PLACE

• Champion the creation of elevated and unique experiences, bringing a “Sense of Place” to life within the properties in your region.
• Drive consistency and excellence in Rooms operations by implementing brand-aligned policies and leveraging the Operations Management Review process.
• Lead the Guest Experience Survey process, analyzing insights and setting ambitious service targets in collaboration with property teams.
• Guide pre-opening efforts, including OS&E selection, team selection and development, and execution of brand standards.
• Hold property teams accountable for corrective measures in relation to guest engagement and ensure full compliance with fire and life safety standards, prioritizing guest and associate wellbeing.
• Develop and implement comprehensive training programs and provide support to elevate service delivery and empower local teams.
• Monitor and improve upselling programs and pricing strategies to maximize revenue across Rooms-related services.
• Provide strategic input and budget management on renovations and CAPEX planning to ensure alignment with brand standards and ROI goals.
• Provide expertise and guidance to the Hotel Operations teams, support them to build strong teams through recruitment, development and succession planning, facilitating talent exchange and task-force opportunities.

COULD THIS BE YOU?

• You bring over 10 years of hospitality experience, including at least 3 years as a Director of Rooms or Operations Manage
• You build long-lasting relationships with colleagues and stakeholders through trust, respect, and collaboration
• You’re a tastemaker with a sharp eye for detail, passionate about creating personalized guest experiences that exceed expectations and elevate service standards.
• You lead with integrity and inspire others through hands-on coaching, fostering a culture of excellence and shared success.
• You think strategically and solve problems with agility, adapting to change and driving innovation across the Rooms division.
• You communicate with clarity and influence, tailoring your approach to different audiences and gaining commitment from stakeholders
• You’re financially savvy, with a solid understanding of P&L management and the ability to identify business opportunities and deliver tangible results.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard – and valued. We’re a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We’re not only committed to building and nurturing genuine, long-lasting relationships but to transforming them – and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.

Rosewood Hotel Group aspires to be a global powerhouse in luxury, travel and lifestyle. The group is comprised of four inspiring brands – Rosewood Hotels & Resorts®, New World Hotels & Resorts®, Asaya and Carlyle & Co. Its combined hotel portfolio consists of 54 hotels in 23 countries with nearly 32 new properties currently under development. The group’s expansion is distinguished by its approach to creating strong, modern, and differentiated brands, its focus on design and innovation, and a commitment to a bespoke and personal approach to hospitality.