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Job Summary
Business hotel in the East London region requires a Rooms Division Manager. The successful candidate will be responsible for the strategic direction and daily operations of the Front Office, Guest Relations, and Housekeeping departments. This role requires a high-level executive capable of managing high-volume guest turnover while maintaining exacting 4-star and 5-star international standards for corporate, government, and leisure travelers. Key Responsibilities: 1. Operational Excellence: Direct and manage all Rooms Division operations, ensuring that Standard Operating Procedures (SOPs) are strictly followed and updated. Oversee the entire guest journey ; from pre-arrival communications and VIP protocols to seamless check-out and post-stay feedback. Maintain rigorous oversight of room cleanliness and maintenance through daily "white glove" inspections of guest rooms, public areas, and back-of-house facilities. Conduct daily briefings to coordinate arrivals, departures, and special guest requests, ensuring 100% room readiness. 2. Financial and Revenue Management: Strategic Budgeting: Assist in the preparation of the annual Rooms Division budget and provide monthly reports on financial performance. Cost Control: Manage labor costs, linen inventory, and guest supplies to stay within budgeted parameters. Yield Optimization: Collaborate with the Revenue Manager to implement pricing strategies, manage occupancy, and maximize RevPAR and ADR. Financial Accuracy: Oversee the Night Audit process and ensure total accuracy in guest billing and departmental P&L management. 3. Leadership and Talent Development: Team Mentorship: Lead, mentor, and motivate department heads and frontline staff to foster a high-performance culture. Performance Management: Identify training gaps and implement service excellence programs; conduct regular performance appraisals and recruitment. Inter-departmental Synergy: Ensure seamless communication between Rooms, Maintenance, Security, and Food & Beverage. 4. Guest Experience and Reputation Management: Escalation Management: Act as the senior point of contact for guest concerns, ensuring rapid, empathetic, and professional resolution. Reputation Analytics: Analyze Guest Satisfaction Scores (GSS) and online reviews to implement continuous service improvements. VIP Relations: Personally oversee the arrival and stay requirements for VIPs, dignitaries, and long-stay guests. 5. Compliance and Safety: Health and Safety: Ensure the property complies with all statutory health, safety, and hygiene regulations. Security Protocols: Manage departmental security, including key control systems and guest privacy protection. Key Performance Indicators (KPIs): Financial Performance: Achievement of budgeted Room Revenue, Occupancy %, and ADR targets. Expense Management: Maintaining departmental expenses and P&L targets within a 5% variance of the budget. Guest Satisfaction Score (GSS): Achieving and maintaining a minimum aggregate score of 85% on verified guest review platforms. Room Readiness: Ensuring 100% of rooms are inspected and released for check-in by the designated arrival time. Staff Development: Completion of 100% of scheduled monthly training hours for all Rooms Division staff. Minimum Requirements: Education: Diploma or Degree in Hospitality Management or a related field. Experience: Minimum 5 years of management experience in a high-volume hotel (150+ rooms). Technical: Advanced proficiency in Property Management Systems (PMS) and Microsoft Office Suite. Attributes: Strong financial acumen, conflict resolution skills, and the ability to thrive under high-pressure schedules.
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