Rooms Division Manager

To oversee the smooth and efficient operation of the Rooms Division, including Front Office and Housekeeping, while delivering exceptional guest experiences, operational excellence and financial performance

• To manage the Front Office and Housekeeping Departments, ensuring an efficient and profitable operation.
• To establish and implement realistic and effective operating and capital budgets for the Front Office and Housekeeping Departments.
• To participate closely with the management team in the formulation and implementation of policies and procedures designed to improve the hotel’s operational profitability and service at the Rooms Division.
• To assist in the effective manpower planning of Front Office and Housekeeping and ensuring that all department schedules meet the operational needs.
• To review and negotiate all contracts for the Front Office and Housekeeping, ensuring the services provided meet the requirements and standards of the hotel.
• To delegate and assign responsibilities to all Front Office and Housekeeping department managers ensuring their performance meets or exceeds the requirements and standards of the hotel.
• To ensure the highest level of guest service throughout the hotel both in guest and non-guest areas.
• To drive service excellence and ensure compliance with Forbes Travel Guide and other quality assurance standards.
• To champion digital initiatives, systems enhancements and technology adoption to improve operational efficiency and guest experience.
• To oversee guest recognition, service recovery and guest engagement initiatives to strengthen guest loyalty and satisfaction.
• To ensure guest satisfaction through close monitoring of guest comments, meeting with guests to solicit feedback and to respond to guest written comments.
• To keep abreast with competition, new developments, and techniques in the hotel industry in order to ensure market share and maximize profitability.
• To conduct and/or attend meetings in order to facilitate favourable working relationship among employees and promote morale, productivity and efficiency.
• To prepare reports, to develop database for improved management decision-making.
• To perform all necessary supervisory functions to effectively and efficiently manage the personnel assigned.
• To monitor and maintain hotel grooming at the highest standard and ensure compliance by all management and staff.
• To be fully familiar with all hotel Policies & Procedures and the Employee handbook.
• To perform any other duties as requested by the Director of Rooms.
• Collaborate closely with other departments to ensure seamless guest experience and operational effectiveness.

SKILLS &ABILITIES

• Intensive passion for service excellence and standards
• Strong analytical and critical thinking skills
• Strong strategic decision-making skills
• Strong business acumen
• High emotional intelligence and strong human relations skills
• Strong leadership, coaching skills
• Excellent oral and written communication skills
• Creative and innovative
• Keen eye for details
• Mature and professional in disposition and presentation