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Job Summary
Duties:Rooms Division Leadership:
Oversee the daily operations of Front Office, Housekeeping, Guest Relations, and Night Audit departments.
Ensure smooth and efficient operations across all Rooms Division functions to deliver exceptional guest service and operational excellence.
Lead, mentor, and develop departmental teams to maintain high levels of engagement, accountability, and service standards.
Foster a culture of care, teamwork, and service excellence across the department.
Guest Experience & Service Excellence:
Ensure all guest interactions meet or exceed 5* luxury service standards.
Actively monitor guest satisfaction through feedback platforms, direct engagement, and service recovery processes.
Ensure special recognition and personalized service for VIP, repeat, and long-stay guests.
Proactively resolve guest concerns and implement service recovery strategies where required.
Conduct regular arrival room inspections and turndown audits to ensure the highest standards of presentation and guest readiness.
Serve as the custodian of Forbes service standards within the Rooms Division and ensure these standards are consistently upheld.
Requirements:
Grade 12
A Diploma or Degree in Hospitality Management or a related field
At least 4–7 years in hospitality operations, with significant experience in front office and housekeeping roles, including previous supervisory or management experience.
Proficiency in PMS (Property Management Systems) Opera, and experience with Revenue Management software
Strong ability to lead, mentor, and manage large, multi-cultural teams.
Capability to set room rates, manage budgets, forecast occupancy, and control costs.
Craven Cottage CC
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