Position Overview
The Rooms Division Manager manages all front of house departments including the front desk, living room, bell service and the club residences. The individual leads the development and implementation of operations strategies and plans, as well as operating procedures and service standards, and oversees the department's adherence to these performance requirements. In addition, the individual works closely with the revenue department to maximise room occupancy and departmental revenue, builds guest relationships to enhance customer loyalty and manages customer loyalty programmes to attract and retain guests and is responsible for overseeing departmental budgets, staff development and performance management.
The Role
Manage Front Office Departments
o Lead the development and implementation of operations strategies and plans for front of house operations
o Develop and review operating procedures and service standards for front of house operations
o Oversee front of house operations to ensure adherence to organisational standards and procedures
o Monitor and control the availability of rooms and room rate categories with the revenue department to maximise room occupancy and revenue
o Establish and maintain guest relationships to build customer loyalty
o Monitor and evaluate customer loyalty strategies and programmes to attract and retain guests
o Ensure all guest areas are immaculate, well-maintained, and free from defect
o Review manpower allocation for front office operations
o Monitor front office logs on special requests, instructions, and information to ensure guest satisfaction and operational efficiency
o Resolve challenging guest issues and manage unresolved, escalated complaints
o Interact with guests to gather feedback on service quality
o Evaluate front of house service quality and guest satisfaction levels for service improvement
o Lead innovative and improvement initiatives to provide desired guest experience and enhance service quality and operational efficiency
o Evaluate industry best practices and new technology applications for hotel's adoption
o Work closely with Director of Quality and Hotel Manager on quality analysis and improvement
Manage Finance and Reports
o Present reports and recommendations for management updates and decision-making
o Lead budget forecasting processes for the front of house
o Manage departmental budgets to ensure proper utilisation and accounting of resources
o Review compliance management on organisational guidelines and legal regulations required for front office operations
o Develop crisis management, business continuity and recovery plans for the front office
Manage Team
o Review talent capability and develop high potential employees for the department
o Identify training needs of the department and implement a training plan in conjunction with the department heads to close gaps
o Support and actively participate in the planning and execution of the hotel’s overall staff development and retention efforts
TALENT PROFILE
o Minimum Diploma in Hotel Management or equivalent
o Minimum 10 years of front of house managerial experience at luxury hotels/resorts
o Prior experience in managing a team in luxury hotels/resorts
o Prior experience in Forbes 5* certification hotels/resorts
