Rooms Division Manager

Rooms Division Manager in our Hotel

Position Summary

The Rooms Division Manager is responsible for the overall leadership, management, and performance of the Rooms Division, including Front Office, Housekeeping, Guest Relations, and Night Audit. The role ensures the seamless delivery of exceptional guest experiences while maximizing room revenue, maintaining operational efficiency, and upholding the standards expected of a 5-star luxury hospitality environment.

The Rooms Division Manager will ensure that all guest-facing operations consistently reflect the organisation’s service philosophy, brand standards, and Forbes luxury service guidelines, while maintaining strong financial performance and operational discipline.

The position requires a highly motivated leader who can drive service excellence, team development, operational efficiency, and guest satisfaction across all Rooms Division functions.

The Rooms Division Manager reports directly to the Hospitality Operations Manager.

Key Responsibilities

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-star 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.