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Job Summary
Luxury Boutique Hotel & Wedding Destination situated in the heart of the Natal Midlands is looking for a capable Rooms Division Manager to lead the full guest accommodation experience across all rooms, with a strong focus on guest experience, accommodation presentation, cleanliness, service standards; and operational excellence. The Rooms Division Manager will be responsible for the day-to-day leadership and performance of the Rooms Division, ensuring that all accommodation and guest-stay touchpoints are delivered with consistency; warmth, professionalism ; and attention to detail. The role oversees the guest accommodation experience across all rooms ensuring consistent presentation; service, cleanliness ; and guest care across all accommodation types. This position is suited to a balanced hospitality leader with strong experience across front office, housekeeping, guest relations, reservations, villas; and room standards. A key part of this role will be to drive excellence across the Rooms Division, ensuring that accommodation presentation; cleanliness, guest interaction, service recovery ; and departmental readiness are consistently maintained at a premium boutique standard. The role will report directly to the Hotel Operations General Manager and will work closely with the broader leadership team to uphold service standards, improve guest experience, and ensure operational excellence across the accommodation side of the property. Duties: The Rooms Division Manager will directly oversee: • Front Office / Reception • Reservations • Guest Relations • Concierge / guest assistance • Housekeeping • Laundry / linen control • Villa hosts • Signature villa butler / host service • Porters / guest luggage assistance • Night audit / overnight guest support Leading the day-to-day operations of the Rooms Division Driving a culture of Excellence across all accommodation and guest-stay areas Ensuring consistent presentation, cleanliness, service, and guest care across all rooms Managing front office, reservations, guest relations, housekeeping, laundry, concierge, villa hosts, butler / host service, porters, and night audit functions Ensuring all rooms, villas, public guest areas, and arrival touchpoints are maintained to premium boutique standards Monitoring daily arrivals, departures, occupancy, room readiness, guest requests, and operational flow Providing visible leadership during peak guest periods Supporting and coaching departmental supervisors and team members Ensuring strong communication between front office, housekeeping, guest relations, laundry, and villa teams Maintaining high standards of guest interaction, service recovery, and complaint resolution Conducting regular room, villa, and public area inspections Holding teams accountable for excellence in cleanliness, presentation, guest care, grooming, discipline, and daily readiness Identifying service gaps, training needs, and operational weaknesses, and implementing practical corrective action Monitoring guest feedback, online reviews, and internal service standards relating to accommodation and guest stay experience Managing departmental productivity, staffing levels, shift planning, and operational readiness Ensuring linen, laundry, amenities, and housekeeping supplies are controlled effectively Supporting a positive, professional, guest-focused Rooms Division culture Reporting operational performance, risks, challenges, excellence gaps, and improvement opportunities to the Hotel Operations General Manager Requirements: Minimum 8 years’ hospitality experience At least 3 years’ experience in a Rooms Division leadership role Strong experience in front office, housekeeping, guest relations, and accommodation operations Previous boutique, luxury hotel, lodge, or villa-style accommodation experience will be highly advantageous Proven ability to lead supervisors and operational teams Strong guest relations and service recovery skills Excellent communication and leadership ability Strong understanding of room standards, housekeeping quality, guest flow, and operational readiness Ability to work flexible senior management hours according to operational requirements Warm; confident, mature, and highly professional Strong in rooms division operations, guest experience, housekeeping, and accommodation standards Operationally hands-on and visible Detail-focused and standards-driven Calm under pressure Guest-focused and service-driven Strong in team leadership, accountability, and follow-through Comfortable working in a boutique, high-touch hospitality environment Able to balance premium guest experience with practical operational discipline Strong at coordinating multiple rooms-related departments and resolving operational issues quickly Emotionally intelligent, especially in guest-facing and service recovery situations Passionate about excellence, consistency, cleanliness, service culture, and continuous improvement This role is suited to someone who thrives in a boutique luxury environment and takes pride in creating a polished, seamless, and memorable guest accommodation experience.
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