A Room Division Manager in a hotel is responsible for overseeing the operations of both the Front Office and Housekeeping departments. This position is key in ensuring guest satisfaction, managing operational efficiency, and maintaining high standards of service. Here’s a detailed job description for the role of a Room Division Manager:
Job Title: Room Division ManagerDepartment: Rooms DivisionReports To: General Manager / Director of OperationsKey Responsibilities:1. Department Management:
- Oversee the daily operations of both the Front Office (reception, concierge, guest services) and Housekeeping departments.
- Ensure both departments work cohesively to provide exceptional guest service and maintain high operational standards.
- Develop and implement standard operating procedures (SOPs) for all departments under the Room Division.
2. Guest Satisfaction:
- Monitor and address guest feedback to maintain and improve satisfaction levels.
- Ensure the rooms meet cleanliness and quality standards, and that guest inquiries are handled promptly and professionally.
- Resolve guest complaints or issues relating to room assignments, service, and other room-related matters.
3. Team Leadership:
- Supervise, motivate, and train front office and housekeeping staff.
- Monitor team performance and provide continuous feedback to maintain service excellence.
- Oversee departmental schedules, ensuring proper staffing levels for peak periods.
- Conduct performance reviews and support professional development for employees.
4. Budget & Financial Management:
- Prepare and manage the department’s budget, including labor costs, room revenues, and operating expenses.
- Monitor room occupancy, revenue management, and pricing strategies to optimize room sales.
- Track departmental costs and implement cost-control measures.
5. Operations & Performance Monitoring:
- Monitor the check-in/check-out process, ensuring it is efficient and seamless.
- Oversee housekeeping operations, ensuring rooms are cleaned, inspected, and ready for guest occupancy according to brand standards.
- Regularly inspect rooms, public areas, and back-of-house areas for cleanliness and safety.
- Ensure adherence to health, safety, and hygiene regulations.
6. Collaboration with Other Departments:
- Coordinate with other departments (e.g., Food and Beverage, Sales & Marketing, Maintenance) to ensure smooth operations.
- Communicate guest preferences and special requests to relevant departments to personalize the guest experience.
- Work with the Sales and Reservations teams to optimize room occupancy and rates.
7. Training & Development:
- Identify training needs and provide ongoing staff development opportunities.
- Stay up-to-date with industry trends and ensure that staff is knowledgeable about best practices and new technologies.
8. Technology & Systems Management:
- Ensure the Property Management System (PMS) is functioning properly and is being used to its full potential.
- Leverage technology to streamline check-in/check-out processes and guest requests.
- Ensure security systems and communication tools are maintained and operating correctly.
9. Administrative Duties:
- Prepare regular reports on room occupancy, revenue, guest satisfaction, and staff performance.
- Maintain accurate records of room inventories and other relevant data.
- Handle administrative duties as required, including payroll, staffing, and procurement for Room Division operations.
Qualifications:
- Education: A degree in Hospitality Management, Business Administration, or a related field is preferred.
- Experience: At least 3-5 years of experience in hotel management, with a focus on rooms division, front office, or housekeeping.
- Skills:
- Strong leadership and team management abilities.
- Excellent communication, organizational, and multitasking skills.
- Strong understanding of financial management and budgeting.
- Knowledge of Property Management Systems (PMS) and other relevant software.
- Ability to handle customer complaints with tact and diplomacy.
- Certifications: Relevant certifications in hotel management or hospitality operations are a plus (e.g., Certified Hotel Administrator).
Job Type: Full-time