Rooms Division Manager - Sibaya at Sun International

Job Purpose

The Rooms Division Manager of the hotel portfolio will be responsible and accountable for the planning, management, delivery and governance of the rooms division teams and processes (including the front office, guest relations, and management of outsourced housekeeping and laundry business partners) for the two Sibaya hotels, ensuring a hotel product and assets that are well maintained and secure with the aim of driving exceptional customer experiences, maximising hotel revenues and occupancies, maintaining hotel standards, and ensuring synergy between these departments is achieved.

The role will collaborate with Central Office and Business Unit leadership teams; leveraging partnerships with relevant stakeholders and managing relationships with key stakeholders and guests to ensure the acquisition and retention of hotel business and return business, optimising the use of people, processes, and technology to achieve objectives and focusing on high levels of operational compliance in line with budgets and legislative requirements. The role will also focus on building and enabling solid and engaged talent and management to support the sustainability of business operations and enable the business strategy to be achieved.

Education

• Diploma in Hospitality Management
• Degree in business management is an advantage.
• 10 years’ experience in the hospitality industry including:

Experience

• Experience in “5 star” hotel room product and service standards
• Experience in leading and inspiring teams
• Experience in managing Business Partners and Service Level Agreements
• Thorough understanding of legislation (SHE / LRA/ risk management)

Skills and Knowledge

• Problem Solving Skills
• Peoples Management Skills
• Negotiating Skills
• Customer Service Skills

Key Performance Areas

• Provide a clear plan of the operating objectives, targets, and deliverables for various functional areas (including plans for the front office, laundry, concierge, and housekeeping operations). This will involve collaborating closely with the management team across the business to evaluate areas of risk, achieve operational targets and support the business unit Customer Experience strategy.
• Facilitate the programme management and achievement of deliverables in all rooms, housekeeping and laundry areas.
• Oversee the management of check-in and check-out customer processes at the front desk, guest relations services, as well as dealing with and resolving escalations and any special requests from customers.
• Critically evaluate product offerings, pricing and yield management across rooms areas and manage the improvement and innovation of products and offerings in line with leading practice, ensuring that the hotel builds a CVP that is relevant, innovative, and fresh
• Drive a strong governance culture, ensuring compliance aligned to regulatory standards and procedures, as well as regulations around PoPI, and the Consumer Protection Act
• Drive a SHE management culture and ensure all staff are trained in these standards.
• Identify any risks to the business and manage and monitor remedial actions.
• Identify key customers and develop relationships with these individuals to grow customer visitation, acquisition and retention targets including conducting meet-and-greet’s; and entertaining whenever required.
• Keep up to date with customer feedback on relevant social media / guest feedback platforms viz Trip Advisor, Review Pro, Inquba and manage responses / communication on escalated issues with relevant guests.
• Initiate ideas and promotions to grow revenues, and report on current and future business and revenues in rooms operating areas.
• Critically evaluate and monitor the quality of products, service offerings and displays across the hotel to ensure standards are aligned with the “Sun” brand.
• Oversee the management, procurement, distribution and storage of operating stock and assets in housekeeping, including linen inventory, cleaning chemicals, and amenities.
• Oversee the cleaning, storage, and distribution of uniforms.
• Facilitate and manage valet and turn down services for hotel staying guests.
• Oversee the planning and integrated management of projects in rooms operating areas and across the complex e.g., refurbishments.
• Develop a strategy and special product offerings for VIP guests, long-stay guests, and special occasions.
• Develop communication plans to ensure all relevant employees (including business partners and service providers) understand relevant standards and procedures.
• Manage the financial position for relevant business operations including management of budget, cost management, capex, PIP and forecasting, pricing management, financial reporting on revenue analysis and revenue strategies for the hotel and other business areas.
• Inspirational leadership to enhance employee engagement and motivation of teams by growing and leading the Sun Way culture and initiatives.
• Relationship agreements with key suppliers, retailers, business partners and sponsors are built, negotiated, and managed to achieve the business objectives and leverage new opportunities and joint initiatives.