Room Division Manager

OBJECTIVE:
Coordinating the organisation and administrative functions in all areas of the Rooms Division; ensuring total compliance with standards of operation; ensuring that staffing is maintained at an appropriate level to match business demand; participating in all regular and ad hoc operational meetings and in the formulation of strategic business plans; establishing monthly reporting system to monitor; handling all guest complaints expeditiously to complete resolution; closely monitoring the financial performance of all departments, in particular monitoring all Rooms expenses to ensure that they are kept in line with budget; and providing solutions to improve problem areas and assisting in implementing corrective measures.
RESPONSIBILITIES AND MEANS:
Customer relations
• Develops close relationships with guests throughout their stay with the aim of gaining their loyalty
• Is often present in the lobby and at reception in order to meet guests on a daily basis
• Ensures that guests receive a warm and personal welcome
• Organises the receptionists and welcomers for optimal effectiveness
• Knows the behaviour patterns of regular guests and issues instructions to the different teams within the department
• Handles guest complaints if they have not been dealt with by team members
Professional techniques / Production
• Guarantees the high standard of rooms services
• Is in constant contact with the other departments and ensures that information circulates smoothly between them
• Is responsible for consistency and coherence between different teams
• Ensures that all brand reference guidelines are correctly applied at all times
• Promotes the use of teams of receptionists and welcomers, ensures people are well suited to their jobs and that their roles are properly understood both by themselves and other hotel personnel
• Promotes within the department the use of automated check in and check out kiosks by guests
• Ensures that guests are followed up and offered appropriate services of a high standard
• Supervises the whole department's organisation and operations
• Presents the General Manager with a daily report on activities and events
• Initiates new projects, coordinating implementation and follow-up
Management and administration
• Draws up the annual budget for the department and follows up implementation
• Implements the rooms pricing policy in an effort to optimise REVPAR
• Motivates and drives the team to attain the department's quantative targets
• Manages headcount to ensure it matches the level of activity in line with the predefined budget
• Carries out occasional checks on cash operations, activity reports etc
• Checks and analyses the dashboard charts prepared by the Heads of Department
• Takes part in "Debtor" meetings and runs thorough checks on files in litigation
• Analyses financial results and takes corrective measures as necessary throughout the year
• Decides on the department's investments in conjunction with the General Manager
Commercial / Sales
• Prepares the marketing and commercial action plan for the hotel
• Optimises the hotel's occupancy rates and develops associated services
• Ensures that all sales made comply with the sales policy as defined by the brand and the hotel
• Plays an active role in the marketplace policy
• Keeps track of the standard of services delivered, based on guest comments and quality audits
• Keeps close track of what the competition is doing
• Is actively involved in the local area to keep up-to-date with the needs

• Diploma, degree or masters in hospitality – food & beverage, or hospitality management school
• 5 to 10 years' professional experience in a range of contexts (business sector, volume, country etc) and good knowledge of rooms professions
• Recognised management skills
• Computer literate (Windows environment), PMS, Hotix, Tars online and an aptitude for new technologies
• Languages: fluent in the national language, English and a 3rd language would be a plus