Jobs at Accor

The Rooms Division Manager is a senior operational leader responsible for ensuring exceptional accommodation and guest experience standards within a luxury resort environment. The role has full oversight of Front Office, Housekeeping, Laundry, Spa, Recreation and Health Club operations, with a strong operational focus on Housekeeping excellence, cleanliness, presentation, and readiness of all guest accommodation and public areas.

The position is accountable for guest satisfaction, service delivery, operational efficiency, people leadership, and financial performance across the Rooms Division, ensuring that the resort consistently meets and exceeds luxury brand and guest expectations.

Guest Experience & Service Delivery

• Own and manage the end-to-end guest accommodation experience, from pre-arrival preparation to departure and post-stay follow-up.
• Ensure all guests receive warm, professional, and personalized service, consistent with luxury resort standards.
• Personally oversee VIP, repeat, long-stay, and high-value guest experiences, ensuring recognition, preferences, and special arrangements are executed flawlessly.
• Act as the senior point of escalation for guest concerns and service recovery, ensuring swift, empathetic, and effective resolution.
• Monitor guest feedback, satisfaction scores, and online reviews, implementing corrective actions and continuous improvement initiatives.

Housekeeping Leadership & Accommodation Standards

Provide direct leadership and strategic oversight of the Housekeeping function, including:

• Guest rooms, suites, villas, and residences
• Public areas and back-of-house areas
• Linen, laundry, and uniform operations
• Ensure all rooms and public areas consistently meet luxury cleanliness, hygiene, and presentation standards.
• Establish, implement, and monitor Housekeeping SOPs, cleaning schedules, deep-clean programs, and preventive maintenance coordination.
• Conduct daily room inspections and resort walkthroughs to ensure readiness, attention to detail, and defect-free presentation.
• Work closely with Engineering to ensure timely maintenance, room turnaround efficiency, and asset preservation.
• Control Housekeeping inventory, linen par levels, cleaning supplies, and operating equipment to prevent loss and maintain cost efficiency.
• Lead training and development of Housekeeping teams with a focus on attention to detail, pride in presentation, and guest privacy.

Front Office & Resort Operations Oversight

Oversee Front Office and Guest Services operations to ensure:

• Seamless arrivals and departures
• Accurate room allocation and inventory control
• Effective guest communication and follow-up
• Ensure close coordination between Front Office and Housekeeping to maximize room availability, occupancy, and guest satisfaction.
• Provide leadership oversight of Spa, Recreation and Health Club operations to ensure alignment with overall guest experience standards.
• Coordinate closely with Security and Engineering to ensure guest safety, privacy, and uninterrupted resort operations.

 People Leadership & Workforce Management

• Lead, coach, and develop Department Heads and team members within the Rooms Division.
• Set and enforce high standards of professional conduct, grooming, uniform presentation, hygiene, and workplace discipline.
• Conduct regular departmental meetings focusing on service quality, guest feedback, and operational performance.
• Partner with People & Culture (P\&C) on recruitment, training, performance management, succession planning, and disciplinary processes.
• Foster a guest centric, accountable, and service-driven culture across all Rooms Division teams.

Financial & Commercial Accountability

• Prepare, manage, and control the Rooms Division operating budget in collaboration with the Director of Operations and Director of Finance.
• Monitor and control labor costs, productivity ratios, operating expenses, and departmental profitability.
• Drive revenue optimization through effective room inventory management, forecasting, and collaboration with Revenue Management.
• Review and authorize discounts, upgrades, and service recovery gestures in line with resort policies and financial guidelines.
• Prepare and submit accurate operational, financial, and performance reports as required.

Communication & Reporting

Ensure clear, timely communication across all departments regarding:

• VIP arrivals and departures
• Group and event movements
• Special guest requirements
• Operational challenges and risks
• Provide regular operational and guest experience updates to the Director of Operations, including performance trends and improvement initiatives.

Qualifications

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, colleagues and third parties that reflects highly on the hotel, the brand and the Company.
• Good writing skills
• Proficient in the use of Microsoft Office
• 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
• Masters degree or Degree in Hotel Administration, Business Administration or equivalent
• At least 6 years of guest service / hotel experience with 3 years in a management capacity, or an equivalent combination of education and experience. 

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The Front Office Agent is responsible for delivering exceptional guest service and ensuring a seamless front desk experience in line with Fairmont Brand Standards, creating positive first and last impressions through professional reception, efficient processes, and proactive guest engagement.

Guest Satisfaction

• Ensure guest satisfaction is the highest priority during check-in, check-out, and throughout the guest stay.
• Ensure the reception desk is covered at all times and calls are answered according to standards.
• Handle arrival and departure procedures efficiently and accurately.
• Demonstrate Fairmont Brand Standards by actively engaging guests.
• Consistently apply service essentials at the front office.
• Clearly explain registration procedures, credit card policies, and settlement of accounts.
• Provide professional recommendations and suggestions to enhance the guest experience.
• Communicate guest preferences to all relevant departments for seamless service.
• Exceed guest expectations and turn moments into memorable experiences.
• Remain conversant with the department’s frequently asked questions.

Cashiering

• Complete cashier pre-shift supply checks.
• Post non-guest ledger payments.
• Handle cash, traveler’s cheques, credit cards, and direct billing accurately.
• Settle guest accounts and transfer balances to the correct ledgers.
• Process account adjustments.
• Balance cash and departmental totals at the end of each shift.

Health & Safety

• Identify and report safety hazards.
• Ensure equipment is in good working condition and report any defects.
• Report suspicious persons or items to Security.
• Protect guest privacy and security by following key and information release procedures.
• Report all accidents and injuries to the Hotel Nurse and Security.

Financial Responsibilities

• Manage individual PMS accounts during check-out.
• Ensure safe cash drops and maintain personal float.
• Upsell room categories during reservations and check-in.

Qualifications

• Diploma or Degree in Hospitality Management, Front Office Operations, Tourism, or related field.
• Minimum 2-3 years’ experience in a similar front office role in a 5 star hotel.
• Excellent communication and interpersonal skills. 
• Proficiency in Opera or a similar Property Management System.
• Strong knowledge of reception procedures and cashiering.
• High level of integrity and ability to handle cash and confidential information.