Room Division Manager

Primary Purpose

To work closely with the executive housekeeper and the front office throughout the day to ensure the hotel guests are well cared for, as well as resolving any customer complaints that may arise.

Major accountabilities of position (4-6 major accountabilities)

1. Should possess strong management and leadership capabilities to function well in this position.

2. Should have excellent time management, Critical thinking, coordination, problem solving, observation, social awareness, and persuasion skills.

3. Ability to give clear, concise instructions. Should have proactive work style and ability to work under pressure to achieve customer satisfaction levels.

4. Should have excellent interpersonal skills such as oral and written communications.

Duties and Responsibilities

1) Guest Services Management:

• Ensure the highest level of guest satisfaction by maintaining impeccable standards of service delivery in all guest-facing areas, including front desk, concierge, and guest relations.
• Oversee the resolution of guest complaints and ensure timely and satisfactory solutions.
• Implement guest service initiatives to enhance guest experience and loyalty.

2) Front Office Operations:

• Supervise front desk operations, including check-in/check-out procedures, room assignments, and billing processes.
• Monitor room availability, reservations, and occupancy levels to maximize room revenue and optimize room inventory.
• Coordinate with housekeeping and maintenance teams to ensure rooms are cleaned, maintained, and prepared according to guest requirements.

3) Housekeeping Operations:

• Direct housekeeping operations, including room cleaning schedules, linen management, and maintenance of cleanliness standards.
• Ensure adherence to health, safety, and hygiene regulations in housekeeping practices.
• Monitor inventory levels for cleaning supplies and amenities and coordinate replenishment as needed.

4) Revenue Management:

• Develop and implement strategies to maximize room revenue, including pricing strategies, upselling techniques, and promotional offers.
• Monitor market trends, competitor pricing, and demand forecasts to adjust pricing and inventory strategies accordingly.
• Analyze revenue reports and performance metrics to identify opportunities for revenue optimization.

5) Staff Management and Training:

• Recruit, train, and supervise a team of front office, housekeeping, and guest services staff, ensuring high standards of professionalism and service excellence.
• Conduct regular performance evaluations, provide feedback, and implement training programs to enhance staff skills and productivity.
• Foster a positive work environment that promotes teamwork, motivation, and employee engagement.

6) Operational Efficiency and Compliance:

• Establish and enforce standard operating procedures (SOPs) for front office, housekeeping, and guest services operations to ensure efficiency, consistency, and compliance with brand standards.
• Monitor and maintain compliance with safety, security, and hygiene regulations in guest areas.
• Conduct regular audits and inspections to assess operational performance and identify areas for improvement.

7) Collaboration and Communication:

• Liaise with other departments, such as maintenance, sales, and food and beverage, to coordinate guest services and resolve operational issues.
• Communicate effectively with guests, staff, and management to ensure smooth operations and address any concerns or feedback.

8) Budgeting and Financial Management:

• Prepare annual departmental budgets and monitor expenses to ensure cost control and adherence to financial targets.
• Analyze financial reports and performance metrics to assess departmental profitability and identify opportunities for cost savings or revenue enhancement.

Work relations (context - main interfaces - functional report)

1. Reports directly to COO.

2. Interfaces strongly with all functional / department heads and employees.