Rooms Division Manager at One&Only Resorts

Job Summary

• The Rooms Manager leads the Rooms Team in the provision and delivery of personalised Guest Care and Relations, in order to enhance the guest experience of the hotel. He/ she is responsible for providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees. He/ she is responsible for ensuring the smooth operation of guest services, valet services, concierge, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner.

Key Duties and Responsibilities

• Coordinate the organisation and administration functions in all areas of the Rooms Divisions;
• Oversee the operation and co-ordination of the operating departments through their respective department heads.  The Operating Departments include Front Office (including Hosts), Housekeeping, Concierge, Connectivity Centre, Kids Only and Transport.
• Provide solutions to improve problem areas and assist in implementing corrective measures
• Assist in the preparations of the annual operations plan and achieve the profit objectives therein.
• Work closely with Accounting on follow-up items, i.e., rejected credit cards, outstanding PM accounts, associate discrepancies, etc. in addition to monthly P&L review and forecasting
• Maintains correct procedures for hotel accounting, credit control and handling of financial transactions, and supply Inventory within the departments of HSK and F/O.
• Maintain procedures for security of money, guest security and emergency procedures.
• Ensure that monthly financial outlooks and results are accurate and on target in particular monitoring all Rooms expenses to ensure that they are kept in line with budget;  
• Assist with annual budget preparations, including capital submissions and ensure active control of annual budgeting.
• Financial responsibilities consist of:
• Achieving budget – rev par room rate
• Prepare budgets and forecasts
• Interpret financials
• Expense control
• Ensure correct rates are charged
• Authorise rate reductions
• Coordinate the implementation of and enhancement to minimum standards of guest service.
• Strives to increase the level of guest satisfaction through associate development and quality image.
• Handle all guest concerns and ensure effective follow up.
• Monitor all VIPs, Celebrity guests and their requests.
• Handle all guest complaints expeditiously to complete resolution
• Responds quickly to guest requests or complaints in a friendly manner, taking the appropriate action to resolve matters. Follow up to ensure complete guest satisfaction.  
• Oversee employee and leader planning, recruitment, selection and development through goal development and coaching.
• Ensure total compliance with standards of operation;
• Ensure staffing is maintained at an appropriate level to match business demand;
• Participate in all regular and ad hoc operational meetings and in the formulation of strategic business plans;
• Become involved and active within hotel committees and activities.
• Oversee the effective development of and revision to all training programs.
• Perform daily review and analysis of inventory and rates, then identify and assist with the implementation of appropriate revenue strategies based upon those daily analyses.
• Oversee and participate in all aspects of the Front Office (including Hosts), Housekeeping, Concierge, Connectivity Centre, Kids Only and Transport.
• Responsible for scheduling the front office, guest service, complimentary guest services and housekeeping staff according to business forecast, payroll budget guidelines and productivity requirements.
• Oversee performance reviews, training and development of all front office, guest service, and Housekeeping staff to achieve hotel service quality standards.
• Motivate team members and establishes a productive working environment at the hotel.
• Analyze reports and communicates information to staff and appropriate departments
• Network within the industry and keep up to date on current trends.
• Maintain high level of knowledge about our competition and their product offerings.
• Develop and maintain partnerships/relationships with key third-party business partners.
• Responsible for maintaining Housekeeping supply inventories on as needed basis or at minimum monthly par levels / oversee ordering of all supplies monthly budget/forecast numbers
• Work closely with F&B, Groups and Events and Sales to assure groups and special functions are handled smoothly from a service and upkeep standard
• Work closely with Maintenance Department to ensure processes are in place for immaculate and fully functioning guest rooms and public spaces
• Review all Rooms staff worked hours for payroll compilation and submit to Human Resources on a timely basis.
• Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
• Monitor proper operation of the Connectivity Centre along with thorough Guest Follow Up procedures
• Ensure shift handovers are happening at all shift changeovers in accordance with Hotel expectations
• Ensure that colleagues are always , attentive, friendly, helpful and courteous to all guests, managers and other colleagues.
• Act as Senior Duty Manager in the absence of the Resort Manager.
• Run morning meeting in absence of the Managing Director and Resort Manager.
• Maintain required pars of all supplies.
• In conjunction with the Resort Manager always ensure adequate management coverage , especially on weekends and busy day/nights.
• Ensuring maintenance is timeous and effective

SKILLS, QUALIFICATIONS & REQUIREMENTS

• BTech Degree or National Diploma in Hospitality requirements
• 3-5 years’ experience in a comparable position in a luxury hotel operation
• 3/ 4 years managerial experience in Room Division and Operations, in a 5-star environment
• Excellent knowledge of all aspects of Rooms Division Operations; excellent organisational and administrative skills
• Computer Literate i.e. Excel, Opera, Micros, Word, Outlook
• Excellent guest service and problem resolution skills
• Excellent communication skills in all aspects; professional and appropriate business appearance and presentation;
• The flexibility to meet the demands of a 24-hour operation
• And the ability to work comprehensively with spreadsheets and budgeting packages