Rooms Division Manager

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SUMMARY OF POSITION

To provide strategic leadership and direction to ensure the Rooms Division, FO & HK operations achieve their goals and contribute to the guest experience and overall profitability of the hotel whilst maintaining Brand standards. 

SCOPE

1. Develop the hotel operating strategy in order to provide innovative and exciting guest experiences that meet the business objectives
2. Participate in the preparation of the Annual Business Plan, and Sales and Marketing Plans to ensure hotel operations are adequately represented
3. Co-ordinate the organizational and administrative functions in all areas of the Hotel rooms operation to ensure delivery of the strategy and compliance with standards
4. Monitor service and product standards in all rooms’ areas of the hotel ensuring that managers take corrective actions as necessary.
5. Monitor the activities and trends of competitor hotels and spas and keep up to date with international trends in order to ensure the competitive advantage of the hotel.
6. Make recommendations for modernization of equipment, service methods, and presentation to improve guest satisfaction and profits.
7. Ensure that each department is accounted for separately as an individual profit centre and is managed by a team who are accountable for their profitability.
8. Monitor closely the profitability of all departments in order to provide solutions to improve problem areas and assist in implementing corrective measures.
9. Set, in close conjunction with each department manager, annual operating budgets which will form part of the Business Plan.
10. Participate in public relations activities, sales calls or other promotional activities designed at enhancing the image and profitability of the hotel.
11. Provide creative ideas to project and enhance the image of the hotel.
12. Personally and frequently verify that guests in the hotel are receiving the best possible service available in order to make continuous improvement
13. Spend time in the various operations to ensure the operation is managed according to standard
14. Ensure the privacy and security of in-house guests are maintained by the team at all times.
15. Handle customer complaints effectively in close liaison with other departments to ensure brand standards and customer satisfaction.
16. Administer the overall effort of cost control to ensure efficiency, productivity and departmental profitability without compromising the guest experience.
17. In liaison with Director of Revenue facilitate revenue production in order to maximise gross revenues and revenue per room.
18. Perform any other duties that management may reasonably require.
19. Understands and adheres to all fire and safety procedures.
20. Liaises with Front Office to make sure that rooms allocated or requested are ready/clean for the guests prior to their arrival or within the time frame
21. Liaises with the engineering department for the room’s maintenance program ensuring the number of room is given daily for checking and remedial maintenance. (if necessary liaises with supervisor)
22. Ensure all special requests are attended quickly and carefully.
23. Actively Participates in monthly, weekly or daily chemical, guest supplies and linen inventories.

1. Daily arrival room inspection and walk through
2. 3 / 5/ 7 days arrival forecast and planning daily with Ops team
3. Establish work flow for the GRO as per the specified JD
4. Logistic Supervisor role must be established to ensure clear communication and work flow
5. Participates in the multi-skilling philosophy of the department.
6. Is aware of the company’s Policy, Vision, Mission Statement, and Hallmarks and ensuring that these are put into practice in our daily work activities.
7. Is aware of and understands the Department Performance Plan.
8. Archive the departmental goal and targets.
9. Follow up RAFFLES Operational Standards and LQA standard throughout the job sequence.
10. Respect and practice INHOUSE policies and procedures at all times.
11. Lead by example at all times.
12. Drive trip advisor and all other social media platform for guest satisfaction survey.
13. Drive target based performances amongst Heartist with goal to be below 5 in the trip advisor rankings
14. ALL enrollment to exceed target set by the resort
15. Advocate weekly and monthly LQA trainings, checklist and find areas of improvements with all department concern
16. Work in tandem with all other resort operational HOD for a collaborative and understanding work environment.
17. Focus on guest engagement and drive interactions amongst Heartist
18. Make duty rosters for the team with the help of Supervisor.
19. Inspect colleague’s personal hygiene and grooming standards before shift starts. 

• Minimum of 2-3 years of previous experience in Luxury hotel and facilities services of comparable size, scale and nature or Degree in Hospitality Management.
• Previous experience working in remote island highly preferred
• Strong ability to set priorities, balance competing priorities, and multi-task.

• Fluent in English language.
• Strong interpersonal and communication skills.
• Strong customer service orientation.
• Previous role in multicultural environment
• Experienced in Fire & First Aid basic.

Essential Skills:

• Eye for detail
• Intermediate level - Microsoft Office applications
• Competent in OPERA version
• High level of written and verbal business English
• Decorative skill and designing talent.

Competencies

• Good interpersonal skills with ability to communicate with all levels of colleagues.
• Service oriented with an eye for details.
• Multicultural awareness and able to work and thrive within a culturally diverse environment.
• Good presentation and influencing skills.
• Flexible and able to embrace and respond to change effectively.
• Ability to work independently and has good initiative under dynamic environment.
• Self-motivated and energetic.
• Leads to constantly improve the guest and colleague service experience.
• Leadership skills required – collaborative, enabling, and entrepreneurial.
• Demonstrates sophistication, humbleness, personality, charisma, confidence, professional etiquette and competencies.