JOB TITLE

• Rooms Division Manager

PLACE OF WORK

• Housekeeping & Front Office

SCOPE & GENERAL PURPOSE

• Responsible for the general operation of both Front Office i.e. Reception,
Reservations, Concierge and Switchboard and Housekeeping

RESPONSIBLE TO

• General Manager
• Deputy General Manager

RESPONSIBLE FOR

• Front Office Manager and staff

• Executive Housekeeper and staff

LIMITS OF AUTHORITY

• May not make statements to the press.

• No purchasing of operating equipment without General Manager’s approval.
• No new employment / termination of employment without General Manager’s
approval.

MAIN DUTIES:

• Spot checking of hotel rooms to ensure standards are maintained

• Ensure correct staffing levels during peak and low occupancies
• Authorize all leave schedules
• Ensure control of expenditure is kept within budget
• Responsible for negotiating and controlling contractors
• Ensuring budgets set are achievable
• Ensure uniforms, linen and toweling and all relevant operating equipment is
controlled and sufficient for hotel needs.
• Monitor staff trained to company specifications
• Responsible for order of vehicles
• Responsible for plants and décor
• Review management rosters
• Attend weekly executive and sales meetings
• Attend General Manager’s briefings with Front Office and Housekeeping
 • Chair weekly room division meetings

Responsibilities:

• Implement and evaluate policies and procedures for the operation of the
department or business
• Prepare budgets and monitor revenues and expenses
• Participate in the development of pricing and promotional strategies
• Negotiate with clients for the use of facilities for conventions, banquets,
receptions and other functions
• Meet guests needs related to overnight stay and meals
• Recruit and supervise staff
• Determine training requirements and construct work schedules
• Resolve customer complaints
• Responds to enquiries and solves problems
• Ensure the completion of administrative tasks
• Maintain facility, equipment and supplies

Knowledge, Skills and Abilities:

• Previous experience in tourism is preferred

• Strong business management skills
• Strong sales and marketing skills
• Good organizational skills
• Strong customer service skills
• Good communication skills
• Leadership ability
• Training in first aid is an asset
• Human resources management skills is an asset
• Administrative skills
• Diploma or degree in hotel management, hospitality, business or marketing

The Rooms Division Manager provides operational support to the general manager by
overseeing some or all of the following departments: the front office, desk agents, guest
service representatives, bell and door staff, concierges, housekeeping, maintenance, and
reservations. Based on forecasts, occupancy, and budgets, the Rooms Division Manager
schedules employees to effectively and efficiently handle existing and incoming guests.
He or she works to achieve customer satisfaction, quality service, and compliance with
the owner’s policies and procedures while meeting or exceeding the established financial
goals.

The Rooms Division Manager resolves customer complaints; anticipates potential

problems by reviewing and monitoring complaints, operation issues, business flow, and
associate performance; and manages the human resources within the departments to
attract, retain, and motivate the employees. There is a lot of guest contact in this position.
For small properties, the Rooms Division Manager may oversee the operation of several
hotels or motels.

The work schedule of a Rooms Division Manager often involves weekends, holidays, and
evenings. As part of the upper management team, he or she will work as manager on duty
or manager of the day (MOD). Some positions, particularly at remote locations, will
include housing. Generally, travel is not a major part of this position. However, some
travel may be involved to attend trade functions and corporate meetings.

As a passionate Rooms Division Manager I had total control of the operational departments as the
Front Office / Guest Services and Housekeeping. After building a strong team of managers and
supervisors for the above mentioned departments I could focus on my passion: High Guest
Services. I developed projects from the excellent basic to the unique enchantment experience of
high service by exploring details. I created several partnerships with local companies in order to
offer incomparable services and packages like: Spa Day, Honey Moon and Woman Traveling
Alone.

As a Rooms Division Manager I assisted the General Manager with daily activities of the Hotel
Department such as: Operations' planning, implementations and enforcement of policies and
procedures, annual business plan and monthly target review. Also as a direct responsible for the
Front Office and Housekeeping area, was my responsibility to ensure that the service levels were
maintained on a continual basis to reassure high quality in product and guest satisfaction in
accordance with company’s policies and standards at all times. I also worked directly with the
Personnel Manager to hire and train in the Hotel area ensuring maximum efficiency in the
performance of subordinate staff by suggesting and developing own training methods to improve
the efficiency and productivity of staff