Rooms Division Manager

Job Overview:

The Rooms Division Manager is responsible for overseeing the daily operations of Housekeeping and Front Office department, which includes reception, reservations, PBX, housekeeping. The primary objective is to ensure the highest level of guest satisfaction, optimize room revenue, and maintain operational efficiency across all rooms-related functions. This Manager reports to the Director of Rooms.

Key Responsibilities:

1. Operational Management:

   • Oversee and manage the day-to-day operations of the Front Desk, Housekeeping, and Reservations departments.
   • Ensure all departments under Rooms Division work cohesively to achieve high standards of guest service, cleanliness, and operational efficiency.
   • Develop and implement standard operating procedures (SOPs) to improve operational effectiveness and ensure consistency across all room's operations.
   • Coordinate with other departments (e.g., Food & Beverage, Maintenance, Sales) to ensure seamless guest experiences.

2. Staff Management & Training:

   • Supervise and support team members in Front Desk, Housekeeping, and Reservations, providing leadership and fostering a positive work environment.
   • Recruit, train, and develop staff to ensure they understand their roles and responsibilities, uphold company standards, and provide excellent service.
   • Conduct regular performance evaluations, providing feedback and coaching to staff for continuous improvement.
   • Manage staffing levels, schedules, and day-to-day operations to meet guest demands and optimize departmental efficiency.

3. Guest Satisfaction & Service Excellence:

   • Ensure that all guest requests, complaints, and inquiries are handled promptly and professionally, aiming for resolution and guest satisfaction.
   • Monitor and track guest feedback, including reviews and surveys, and implement strategies to improve guest experiences and address concerns.
   • Ensure guest rooms are cleaned and maintained to the highest standards, meeting brand and hotel-specific quality requirements.
   • Collaborate with the Concierge and Guest Services teams to ensure personalized services and guest satisfaction.

4. Revenue Management & Budgeting:

   • Work closely with the Revenue Management team to monitor room availability, occupancy rates, and pricing strategies to maximize room revenue.
   • Ensure efficient handling of room inventories, ensuring that room blocks, rates, and availability are managed effectively in the reservation system.
   • Develop and manage the budget for Rooms Division operations, optimizing costs while maintaining service quality.
   • Track and report on departmental key performance indicators (KPIs) including room revenue, occupancy, guest satisfaction, and operational efficiency.

5. Housekeeping & Maintenance Coordination:

   • Oversee housekeeping operations, ensuring cleanliness, maintenance, and presentation of guest rooms, public areas, and back-of-house facilities.
   • Collaborate with the maintenance department to ensure timely repairs and resolution of maintenance issues in guest rooms or common areas.
   • Conduct regular inspections of guest rooms, public spaces, and back-of-house areas to maintain high standards of cleanliness and functionality.

6. Health & Safety Compliance:

   • Ensure compliance with health, safety, and hygiene standards across all areas of Rooms Division, including guest rooms, public areas, and staff areas.
   • Implement procedures to handle emergency situations, health-related issues, and ensure the safety of both guests and employees.
   • Enforce procedures related to the handling of guest belongings, valuables, and lost-and-found items.

7. Technology & Systems Management:

   • Oversee the use of hotel property management systems (PMS), reservation platforms, and guest service technologies to streamline operations.
   • Work with the IT department to ensure all systems are functioning properly, including reservation systems, check-in/check-out processes, and communication tools.
   • Analyze system-generated reports and data to identify areas of improvement or opportunities for increasing operational efficiency.

8. Compliance & Reporting:

   • Ensure compliance with all local laws, regulations, and hotel policies related to guest services, housekeeping, and health & safety.
   • Prepare and present regular operational reports to senior management, providing updates on guest satisfaction, financial performance, and operational challenges.

9. Collaboration & Communication:

   • Foster a collaborative environment between Rooms Division and other hotel departments (e.g., F&B, Sales, Marketing, Maintenance).
   • Attend departmental meetings and communicate key priorities and operational changes to the team.

Qualifications:

• Education:

  • Bachelor’s degree in hospitality management, Business Administration, or a related field is preferred.
  • Certifications in hospitality management or related fields are a plus.

• Experience:

  • Minimum of 3–5 years of experience in hotel operations, with at least 2 years in a managerial or supervisory role within Rooms Division (e.g., Front Desk, Housekeeping, Reservations).

• Skills & Abilities:

  • Strong leadership and team management skills, with the ability to motivate and guide staff.
  • Excellent problem-solving and decision-making abilities, particularly in fast-paced environments.
  • Strong knowledge of hotel operations, including front office, housekeeping, and reservations management.
  • Proficiency with hotel property management systems (PMS), online booking engines, and other hotel software.
  • Exceptional customer service and communication skills, with a focus on guest satisfaction.
  • Ability to multitask and manage priorities effectively.

• Physical Demands:

  • Ability to work in a fast-paced, high-pressure environment.
  • Ability to work extended hours, including weekends and holidays as needed.
  • May involve standing, walking, and moving around the property for inspections or guest interactions.

Additional Information:

• Flexibility in scheduling is required, as the role may involve working evenings, weekends, and holidays.
• Must have a professional appearance and demeanor and maintain the confidentiality and privacy of guests at all times.

We are an equal opportunity employer (EOE)