Rooms Division Manager at Sun International

Job Purpose

• The Rooms Division Manager has the overall responsibility and accountability for leading, managing and integrating the front office, guest services, concierge and housekeeping operations for the business unit in line with regulations; legislative requirements and company standards

Key Performance Areas

Delivered Rooms Division Business Plan

• Understand the Hotel’s strategic plans and align objectives for the Unit’s Rooms Division deliverables
• Facilitate the programme management and achievement of milestones of Rooms Division deliverables
• Investigate front office, guest services, concierge and housekeeping practices in the industry and benchmark with leading trends and technology
• Identify and investigate new opportunities to streamline and optimise Rooms Division processes and services for the property
• Conduct risk analyses i.t.o impact on short term profit margins vs. long term sustainability
• Provide clear delegation of authority and accountability for deliverables at all levels
• Communicate with all relevant Stakeholders internally at a unit and Group level and externally
• Align practices with EE, SD and procurement transformation strategies which contribute towards BBBEE targets being achieved for the property
• Reports on the results of the function including Rooms Division reports; Monthly Financial Review reports; Risk Reports; Month end reports

Compliance Management

• Oversee Rooms Division standards and processes for the hotel – ensuring they are updated and communicated
• Integrates Group standards into Unit Operations where required
• Align practices with new legislative compliance around health, hygiene, safety and the environment
• Facilitate the implementation of sufficient control measures (including systems and processes) & checks within each department to mitigate any risk to the business.
• Conduct daily walkabouts of all Rooms Division areas, both front of house and back of house areas to monitor compliance
• Conduct room checks and take any necessary action to ensure standards are being maintained
• Ensure all staff are trained and found competent against regulatory and job requirements
• Works with internal stakeholders (security and internal auditors) to identify risk areas and address these
• Monitor that all security protocols have been adhered to

Rooms Division Product Development

• Conducts a competitor analysis and keep up to date with trends in the market around room standards, amenities and workflow processes
• Analyse reports and statistics with regards demand forecasting and yield management including short (1-3 months); medium (3-6 months) and long term (6 -12 month) initiatives to achieve targets.
• Monitor and implement plans to increase occupancies, in line with statistics and current and forecasted bookings including overbooking statistics, hurdle values; length of stay values, etc.
• Monitor and review reservations bookings, analysing the data in terms of market segments and channels; check the room nights and revenue picked up or dropped off; as well as actuals against budget and forecasts
• Check for advance days, weeks and months and resolve any inventory imbalance issues, overselling of room types and sold out dates.
• Implement value add recommendations and cost effective competitive solutions that address inefficiencies, opportunities or risks in order to achieve targets
• Plan, manage and monitor approved projects and refurbishments within the rooms, as well as soft refurbishments
• Drive the rooms upsell programme to maximise revenue potential

People Leadership

• Provides direction and support to management and employees with regard to Rooms Division policies, procedures, initiatives and innovations
• Provides motivation and leadership to promote positive working relationships and employee relations within the department
• Track, measure and enhance employee engagement
• Identify and manage training, coaching and development requirements in line with strategic plans, e.g. skills shortages, succession plans, talent to build a solid talent pipeline
• Manage internal communication and development interventions to ensure competence levels of staff meet operational level requirements (right fit for the job)
• Source and Select talent as per EE plan
• Drive the employee value proposition
• Performance Management and coaching of reporting managers to ensure KPA’s are achieved
• Facilitates a performance management culture
• Drive and embed the Sunway blueprint behaviors into the various areas of the rooms division
• Plan for and oversee the implementation of reward and recognition initiatives within the rooms division function 

Budget management

Manage the financials for the Unit Rooms Division function  including:

• Budget
• Cost management
• Inventory management and stock control of housekeeping linen, chemicals and amenities
• Capex
• PIP and forecasting
• Revenue growth plans and performance
• Financial reporting for the function
• Oversee the development and updating of uniform and linen controls

Customer Relationship Management

• Drive the customer value proposition for Rooms Division in line with the unit strategy 
• Deals with escalations / complaints and identify the root cause to ensure issues are addressed sufficiently
• Be available on the floor to interact with VIP and other guests visiting the hotel
• Monitors customer standards and addresses gaps
• Provides support to front office management, guest services management, concierge and housekeeping management as required
• Plans, manages and monitors projects and initiatives to improve the customer experience
• Develops staff to ensure they have the product and procedural knowledge and competence to deliver against objectives and plans
• Develop and coach staff to ensure they have the situational handling knowledge and competence to deliver against objectives

Stakeholder relationship management

• Liaises with the Revenue, Sales and Marketing and Food & Beverage to develop customer retention and acquisition campaigns
• Communicates campaign objectives and plans to Rooms Division functional managers for co-ordination and implementation
• Communicates department’s objectives, standards and operating procedures to internal and external service providers as per SLA and monitors feedback against agreed objectives
• Communicates any special guest requirements to other relevant operating departments
• Provides feedback and reports back to Unit management on the performance and challenges within the Rooms Division environments
• Provides feedback on operations to management team on initiatives, performance, concerns, etc.

Job Requirements

Education

• 3 Year Degree / Diploma in Hotel or Hospitality Management 

Experience

• 8 years’ experience in the hotel industry within a front office environment; including 3 years in a management position
• Additional experience in housekeeping would be an advantage 

Work conditions and special requirements

• Ability to work shifts that meet operational requirements (including evenings, weekends, public holidays)

Skills and Knowledge

• Hotel operational and product knowledge
• Front office knowledge
• Housekeeping product and procedural knowledge
• Compliance Procedures
• Accommodation Revenue forecasting & analysis
• Financial acumen (including productivities)
• Team Planning
• Proficient Computer Skills – MS Office (Excel); Opera, Ideas
• High levels of integrity
• Rooms & Yield Management
• Labour legislation
• SHE legislative knowledge and execution
• Business Acumen
• Networking skills
• SLA & Contract management
• Coaching & mentoring