Rooms Division Manager

WHAT’S THE JOB?

Oversees and directs all aspects of Front Office, Housekeeping, Laundry operations.

YOUR DAY-TO-DAY

•    Supervises the overall activities of Front Office, Housekeeping, Laundry operations
•    Monitors the personnel of these operations to ensure guests receive prompt, cordial attention and personal recognition
•    Ensures colleagues, particularly guest contact personnel, are familiar with IHG One reward members, known repeat guests and other VIPs and provide special attention and recognition
•    Coordinates exchange of pertinent information between departments within the Rooms Division and directs exchange of information with other departments, notably Security
•    Consults with Department Heads and General Manager on an ongoing basis to improve business conduct
•    Assumes overall responsibility for maintaining presentation standards to ensure facilities and equipment are clean, in good repair and well maintained
•    Schedules and regularly conducts routine inspections of areas under control
•    Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of Room Division employees
•    Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information
•    Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications. Review and approve/deny all discount and rebate requests.
•    Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
•    Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of responsibility. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.  
•    Prepare and submit statistical, performance, and forecast analyses and reports as required.
•    Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
•    Ensure training and procedures are in place for PBX to serve as a central communications point during emergency/crisis situations and that relationships with local fire, police, and emergency personnel are developed and maintained. 
•    Promotes Inter-hotel sales and in-house facilities
•    Monitors and controls the inventories for operating equipment and supplies
•    Communicates to the General Manager to his/her delegate, and other Department heads, all information likely to be of interest to them
•    Monitors and controls the Room Division Operation in the areas of revenue expenditure, profitable and performance against budget
•    Works with Human Resources on manpower planning and management needs
•    Works with Director of Finance in the preparation and management of the Department’s budget. 
•    Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
•    Perform any other duties which may be assigned by the management from time to time.
•    Champion Guest Satisfactions and Quality Audit; ensuring compliance for the hotel; as well as Hotel Classification requirements

Responsible Business
•    Other ad-hoc duties – unexpected moments when we have to pull together to get a task done; Manager on Duty functions

ACCOUNTABILITY

Number of employees supervised:
•    Direct: Front Office Manager/ Executive Housekeeper/ Recreation/Health Club Manager/ Laundry Manager
•    Indirect: Rooms Division Employees
Annual Operating Profit/Payroll Budget:
•    Department Budget and Headcounts.

Key Metrics: 
•    Departments Budget
•    Employee Satisfaction Survey
•    Guest satisfaction – Guest Love
•    Quality Audit Compliance 
•    Guest Loyalty Recognition and Enrolment targets 
•    Up-Selling Revenue Targets 

Decision Making Responsibilities (Decision Rights):
•    Department Budget

WHAT WE NEED FROM YOU?

Required Skills:
•    Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
•    Good writing skills
•    Proficient in the use of Microsoft Office, Opera, Guest Engagement System, Medallia
•    Problem solving, reasoning, motivating, organizational and training abilities
•    A high energy level and a passion for achieving results
•    Strong Leadership skills in managing teams to drive for results
•    Ability to manage complex relationships
•    A passion for delivering superior results

Qualifications:
•    Bachelor’s degree in Hotel Administration, Business Administration or equivalent

Experience:
•    4 years of guest service / hotel experience with two years in a management capacity, or an equivalent combination of education and experience.  
•    Type and level of experience required may vary slightly based on size and complexity of operation.

HOW DO I DELIVER THIS?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
•    True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests 
•    True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
•    True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
•    True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.