Rooms Division Manager

Duties :

Lead and manage the front office team, including front desk agents, concierge, and guest services staff, ensuring smooth operations, efficient guest check-in and check-out processes, and exceptional service delivery.

Oversee the reservation department, ensuring accurate and efficient handling of room reservations, group bookings, and guest inquiries, and implementing strategies to optimize room revenue and occupancy levels.

Develop and implement guest service initiatives and standards to enhance the overall guest experience, including personalized service, VIP amenities, and special touches that exceed guest expectations.

Manage the housekeeping department, including room attendants, supervisors, and laundry staff, to ensure cleanliness, hygiene, and maintenance of guest rooms, public areas, and back-of-house facilities.

Implement and maintain quality assurance standards for guest accommodations, including room cleanliness, maintenance, and amenities, conducting regular inspections and audits to ensure compliance with brand standards and guest satisfaction.

Develop and implement strategies to maximize room revenue and occupancy levels, including pricing strategies, distribution channel management, and upselling initiatives, to achieve revenue targets and profitability goals.

Provide training, coaching, and professional development opportunities to front office and housekeeping staff, ensuring they have the necessary skills, knowledge, and resources to deliver exceptional service and meet performance standards.

Prepare and manage departmental budgets, including staffing, operating expenses, and capital expenditures, to achieve financial targets and control costs while maintaining service quality and standards.

Evaluate and implement technology solutions and systems to streamline operations, enhance guest services, and improve efficiency in areas such as reservations, guest communication, and housekeeping management.

Ensure compliance with safety and security procedures and regulations, including emergency preparedness, fire safety, and guest security measures, to ensure the safety and well-being of guests and staff.

Collaborate with other hotel departments, including sales, marketing, food and beverage, and maintenance, to coordinate activities, share information, and ensure a seamless guest experience across all areas of the hotel.

Requirements : Grade 12

Degree in Hospitality Management or a related field is often required.

Minimum of 3-5 years of experience in hotel operations, with specific experience in front desk and housekeeping departments being highly beneficial.

At least 1-2 years in a supervisory or managerial role

Strong leadership and team management skills are essential to lead, train, and motivate staff.

Excellent verbal and written communication skills are crucial for interacting with guests and staff, as are interpersonal skills.

Fluency in English is a must, with additional languages being a significant plus.

The ability to handle stressful situations, resolve conflicts, and make sound decisions under pressure is critical for ensuring guest satisfaction.

A strong, customer-oriented mindset and a commitment to providing exceptional guest service are paramount.

Proficiency in hotel management software and general computer literacy are required.

Strong organizational and time management skills are necessary for handling daily operations, planning, and managing staff.

Knowledge of budgeting, financial reporting and setting room rates is expected.