Rooms Division Manager

SO/ Maldives is reinventing the luxury island getaway experience with bespoke beach-front and over-water villas and sensorial experiences rooted in fashion and art. With diverse dining, a sophisticated playful beach club and serene spa all set in a private lagoon enclave, it's time to escape, explore and play. Where castaway meets runway, the stylish collection of 80 villa collections are designed for open plan living with panoramic ocean views.

A 15-minute speedboat ride from Velana International Airport whisks you away to a private island in this idyllic archipelago overlooking the Emboodhoo Lagoon. Introducing a new generation of luxury for modern adventurers.

Job Purpose

The Rooms Division Manager is responsible for overseeing and managing all aspects of the Rooms Division in SO/ Maldives, ensuring the highest standards of service, operational excellence, and profitability. This position involves strategic planning, effective team management, guest satisfaction, and budget control for departments such as Front Office, Housekeeping and other related areas.

Responsibilities

• Lead and manage daily operations of the Rooms Division, including Front Office, Housekeeping, and related departments.
• Develop and implement strategies to enhance operational efficiency and service excellence.
• Ensure guest satisfaction by maintaining high service standards and promptly addressing guest feedback or complaints.
• Address and resolve guest complaints and concerns promptly and effectively.
• Maximize resort revenue through up-selling opportunities and organizing special events for guests.
• Oversee villa moves, ensuring timely preparation, inspection, and communication with relevant departments.
• Monitor guest feedback through surveys and reviews to identify areas for improvement.
• Implement an action plan to meet enrollment and subscription targets for the loyalty program.
• Conduct regular inspections of guest rooms, public areas, and back-of-house spaces to ensure cleanliness standards are met.
• Address guest complaints or issues related to housekeeping services promptly and effectively.
• Manage guest supplies, linen, uniforms, villa amenities, fixtures, and fittings in public areas and villas.
• Prepare management reports, budgets, and monthly statistical reports as required.
• Prepare and manage the budget, including labor costs, inventory expenses, and operational supplies.
• Monitor and control expenses to ensure budgetary goals are met while maintaining quality standards.
• Develop and implement sustainable practices within the housekeeping department, such as waste reduction and energy conservation.

Guest Experience:

• Ensure all guest services are delivered promptly, courteously, and professionally.
• Oversee the implementation of guest loyalty programs and initiatives to increase guest retention.
• Contribute to the achievement of the Resort’s score in the Employee Engagement Survey (EES), particularly in this department.
• Lead the Sparkle Concept, focusing on enhancing the appearance of the brand in collaboration with relevant teams.
• Oversee and coordinate all guest transportation services, including airport transfers.
• Ensure timely and efficient transfers, maintaining high standards of safety and comfort.
• Address any issues or changes related to transportation and provide alternative solutions as needed.

Administrative Responsibilities:

• Ensure execution of all service-related SOPs and assist with internal control tools.
• Maintain close communication with third parties, auditors, and local authorities.
• Prepare and analyze reports on guest satisfaction, service quality, and departmental performance.
• Manage guest service budgets and resources effectively.
• Ensure compliance with health and safety regulations and company policies.

• Minimum 2 years of leadership experience in similar senior role in a luxury resort.
• Strong leadership and managerial skills with the ability to motivate and lead diverse teams.
• Excellent communication and interpersonal skills to interact effectively with guests, team members, and stakeholders.
• Proficiency in property management systems and strong knowledge of revenue and yield management principles.
• Comprehensive understanding of Rooms Division operations, including budgeting, forecasting, and cost control.
• Deep understanding of guest service excellence and luxury standards.
• Capacity to handle physical tasks occasionally, such as inspecting rooms and managing guest needs.

• Lots of opportunity to progress and switch it up as part of a global family of brands.
• Great healthcare, competitive salary, and some nice extra perks across the Ennismore family of brands!
• Learning opportunities to broaden your skillset and development that helps you think, make, and thrive at work.
• An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
• The opportunity to be yourself and collaborate with other bright minds in a relaxed, innovative culture.