Rooms Division Manager

Job Brief

Responsible for the overall operation of the Guest Service area; which includes Front Desk, Switchboard, Reservations, and Housekeeping and Villa departments.



1. JOB SUMMARY

Responsible for the overall operation of the Guest Service area; which includes Front Desk, Switchboard, Reservations, and Housekeeping and Villa departments, with particular attention to the front desk & guest relations function. Aside from these, the individual will also perform a Public Relations role. The individual is expected to have direct involvement with guests and colleagues. This position requires active leadership and reports directly to the General Manager.

2. JOB DESCRIPTION

Duties and Responsibilities:

Responsibilities and duties for this position shall include, but not limited to the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

Guest Service Operations

• Oversees all of the major operations of the Rooms Division – Reservations, Front Office, Guest Relations, Housekeeping and Villa.
• Network with the other departments to exchange collaboration and information in order to ensure smooth operations in all areas of guest service.
• Ensure that all premises and equipment in departments falling under his/her responsibility are kept in an optimum state of maintenance.
• Set and maintain guest service quality standards in line with the policy of the hotel.
• Set and maintain standard operating procedures for key processes in all departments falling under his/her responsibility.
• Liaise between guests and the hotel in resolving issues.
• Act as Duty Manager as per established schedule.

Budget monitoring

• Ensure that all financial control policies and procedures are strictly adhered to throughout the Rooms Divisions operations.
• Monitor revenue and take appropriate steps in order to optimise sales and revenue in all departments falling under his/her responsibility.
• Effectively schedule, monitor, and evaluate controllable expenditures to stay within the restraints of the established budget.
• Produce and publish statistics and report as per established schedules.

Human Resources

• Promote the Company Culture and ensure all the staff of his/her division adhere to and observe the Hotels Constance Credo.
• Ensure that the manning is maintained at the appropriate levels in all areas falling under his/her responsibility.
• Recruit, interview and hire staff as per the established policies and procedures
• Supervise the scheduling of staff in areas under his/her responsibility to optimise productivity through proper deployment of staff.
• Effectively coach, counsel, discipline, and assist department personnel in developing skills to further their careers.
• Ensure yearly training hours target is achieved for the Rooms Division department.
• Plan and deliver training as and when required.
• Evaluate staff and administer the Performance Management System.
• Set, maintain and operate proper communication channels and instance within the areas under his/her direct supervision.

Reporting

• Regularly participate in Management and Coordination Meetings organized by the General Manager or his representative as required.
• Report on the administration and operations on a regular basis as per established policies.
  

3 . CANDIDATE PROFILE

Qualification:

·        Hold a degree in Hotel Management or related field

Experience:

·        A minimum of 3 years of experience in hotel industry on a similar position.

·        Proven experience working in a top luxury resorts.

Skills: 

·        Working knowledge of various computer software programs.

·        Up to date with the latest trends and best practices

·        Ability to control and meet financial targets