Core Duties and Responsibilities

Co-ordinates, directs, coaches and monitors Front Office & Housekeeping resources and activities to achieve goals 

Seeks to maximise guest satisfaction levels at all times by developing initiatives and future strategies 

All department operational tasks are completed with a guest centric approach and to company standards 

Demonstrates understanding of guests’ present and future needs 

Provide training, coaching, and professional development opportunities to front office and housekeeping staff, ensuring they have the necessary skills, knowledge, and resources to deliver exceptional service and meet performance standards.

Develops and implements strategies to minimise staff turnover and increase labour efficiencies 

Monitors day to day work activities, including roster development and scheduling of general tasks across the department 

Liaises with HR regarding employee records and employee relations issues 

Takes responsibilities for all department revenue and expenses and recommends strategies to control costs 

Monitors seasonal expenditure in line with the budgets cash flow 

Lead and manage the front office team, including front desk agents, concierge, and guest services staff, ensuring smooth operations, efficient guest check-in and check-out processes, and exceptional service delivery.

Oversee the reservation department, ensuring accurate and efficient handling of room reservations, group bookings, and guest inquiries, and implementing strategies to optimize room revenue and occupancy levels.

Develop and implement guest service initiatives and standards to enhance the overall guest experience, including personalized service, VIP amenities, and special touches that exceed guest expectations.

Manage the housekeeping department, including room attendants, supervisors, and laundry staff, to ensure cleanliness, hygiene, and maintenance of guest rooms, public areas, and back-of-house facilities.

Implement and maintain quality assurance standards for guest accommodations, including room cleanliness, maintenance, and amenities, conducting regular inspections and audits to ensure compliance with brand standards and guest satisfaction.

Develop and implement strategies to maximize room revenue and occupancy levels, including pricing strategies, distribution channel management, and upselling initiatives, to achieve revenue targets and 

Prepare and manage departmental budgets, including staffing, operating expenses, and capital expenditures, to achieve financial targets and control costs while maintaining service quality and standards.

Evaluate and implement technology solutions and systems to streamline operations and enhance guest services.

Ensure compliance with safety and security procedures and regulations, including emergency preparedness, fire safety, and guest security measures, to ensure the safety and well-being of guests and staff.

Collaborate with other hotel departments, including sales, marketing, food and beverage, and maintenance etc, to coordinate activities, share information, and ensure a seamless guest experience across all areas of the hotel.

Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

Attends and responds timely to customer service department request.

Develops close relationships with guests throughout their stay with the aim of gaining their loyalty.

Must have the ability to anticipate guest needs, change goals and direction quickly and multitask is essential to success in this role.

Understands the behavior patterns of regular guests and issues instructions to the different teams within the department.

Communicate effectively and consistently with the other departments and ensures that information circulates smoothly between them.

Completes daily room inspections to ensure all standards are met and VIP rooms are in pristine condition.

Ensures the rooms division department adheres to all local authority\'s guidelines and regulations.

Takes part in or validates the recruitment of all team members.

Carries out annual performance appraisals on the people directly under his/her responsibility, sets targets and provides support for career development.

Offers input to the marketing and commercial action plan for the hotel.

Carries out occasional checks on cash operations, activity reports etc.

Checks and analyses the dashboard charts prepared by the Rooms Division Departments.

Any other duties as assigned.

  Job Specifications and Qualifications

Diploma or Degree in Hospitality, Business Management or related field.

At least 5 years in a MICE setting as a Room Divisions Manager

Any other relevant professional certification is an added advantage.

    Key Competencies

Leadership Skills

Time Management Skills

Excellent Communication Skills

Ability to work under pressure

Professionalism

High Integrity.

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