Rooms Division Manager at Emerge Egress Consulting

Role Objective:

Our Client in Machakos is seeking a Dynamic and Customer Centric Rooms Division Manager is responsible for coordinating and overseeing entire Front Office, Housekeeping and Public Areas activities and ensuring efficient operations with a commitment to excellence while delivering exceptional guest experiences, maintaining high standards and maximizing revenue opportunities within the room division in accordance with the Hotel’s operational requirements.

Core Duties and Responsibilities

• Co-ordinates, directs, coaches and monitors Front Office & Housekeeping resources and activities to achieve goals 
•  Seeks to maximize 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 minimize 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 budget’s 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.

Key Competencies

• Interpersonal Skills 
• Leadership Skills
• Proactivity and Self Initiative 
• Time Management Skills
• Excellent Communication Skills
• Ability to work under pressure
• Planning/Organising skills
• Professionalism
• High Integrity.
• Keen to details

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.