Room Divison Manager

The Rooms Division Manager oversees the daily operations of the front office and housekeeping departments to ensure a seamless guest experience, operational efficiency, and adherence to service standards. This leadership role plays a critical part in guest satisfaction, room revenue generation, staff performance, and interdepartmental coordination.

Key Responsibilities:
Provide strategic and operational leadership for the Front Office (including Reception, Reservations, Concierge, Bell Desk) and Housekeeping.
Ensure smooth day-to-day operations with a focus on guest satisfaction, staff productivity, and brand consistency.
Establish and monitor departmental goals aligned with property objectives.
Monitor and improve guest satisfaction scores (e.g., reviews, Net Promoter Score, mystery audits).
Resolve guest complaints promptly and effectively, ensuring a personalized and positive experience.
Maintain a strong presence in the lobby and public areas during peak periods to interact with guests and support the team.
Collaborate with the Revenue Manager and Sales team to optimize occupancy, room rates, and upselling opportunities.
Oversee room inventory, reservations, and forecasting to support revenue goals.
Analyze daily arrivals, VIP guests, and room status reports to ensure readiness.
Recruit, train, mentor, and appraise departmental staff to build a high-performance team.
Ensure accuracy and efficiency in check-in/check-out processes, billing, and cash handling.
Implement and enforce Standard Operating Procedures (SOPs) across all rooms-related functions.
Conduct regular inspections of rooms and public areas in coordination with Housekeeping and Maintenance.
Approve and control purchasing and inventory for amenities, linens, and front office supplies.

Requirements:
Degree or diploma in Hospitality Management or related field.
Minimum 3–7 years of progressive experience in Front Office or Rooms Division, with at least 2–3 years in a senior management role.