Director of Rooms

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Scope of Position:

Reporting directly to the General Manager, the Director of Rooms Division’s mandate is to assist in the planning and directing of the Housekeeping and Front Office Operations for Pullman Hotel Cape Town City Center.

This role must ensure that guest expectations are consistently exceeded, to deliver superior operating performance, and to provide ownership a return on their investment.   

The Director of Rooms Division’s duties include assuring that the wants and needs of the owners and our guests are consistently exceeded. This function includes planning and implementing budgets, and management of leaders and colleagues with a focus to inspire an open innovative learning environment where employees can reach their full potential. Operations that directly report to this position include:  Executive Housekeeper, Front Office Manager.

Overseeing the operations function of Housekeeping and Front Office, the Rooms Division Manager’s, responsibilities and essential job functions include but are not limited to the following:

Rooms Division Responsibilities:

• Clearly demonstrate to guests and colleagues a commitment to service excellence through the effective implementation and delivery of ACCOR PREMIUM Core Standards at all times.
• Foster a winning, solution-oriented work environment, motivating and engaging colleagues to continuously deliver the best possible service to our guests.
• Direct operational needs to ensure compliance with the hotel’s Annual Budget and Strategic Plan.
• Ensure that monthly financial outlooks for relevant departments are on time, on-target and accurate.
• Coordinate the planning and implementation of any special projects allocated to you by either your direct report line.
• Monitor and act on staffing levels and productivity targets.
• Function as a key member of the Executive Committee and leadership team.
• Lead and manage the day-to-day operations of Front Office Guest Services, Housekeeping ensuring all service standards are followed.
• Assist in preparing of annual budgets for the relevant departments and administer in a fiscally responsible manner.
• Lead and support all relevant areas in the achievement of their financial and operational targets.
• Drive the Pullman culture along with that of the overarching Accor Premium brand principles. 
• Control all purchases for the departments, consistently aware of quality and cost. 
• Assist in the preparation of the annual strategic plan and achieve the goals and targets therein on a monthly and quarterly basis.
• Ensure effective and proactive yield management by supporting the Director of Revenue to increasing the RevPAR index within the competitive set Pullman Hotel.
• Follow Accor Premium company & department policies, procedures and service standards
• Execute all other rooms division duties as assigned in a professional and diligent manner, seeking the best outcome for our guest experience and ultimately for the company as a whole.

Other Tasks, Duties and Responsibilities:

• Increase levels of service quality and enhance overall ambiance of guest, staff & owner’s experiences.
• Addresses guest complaints and advises the General Manager about appropriate corrective actions taken.
• Monitors guest satisfaction levels through various means and implements strategies to improve results while maintaining corporate standards
• Monitor LQA standards and RPS review. To champion a guest satisfaction plan for Rooms. To follow up and monitor progress and ensure accountability. To ensure action plans from the RPS/LQA reviews, are followed through to deliver and maintain consistently high guest services.
• Work alongside the Director of Food and Beverage & Director of Engineering , striving to keep property in the best condition, ensuring that preventive maintenance is taking place and recommends projects for improvement to the General Manager
• Assures that all standard operating procedures for revenue and cost control are in place and consistently utilized.
• Assists to implement and evaluate the Pullman Hotel marketing plan and sales strategies to ensure optimum guest satisfaction, sales maximisation and profitability. Assist in monitoring present and future premium hotel trends, practices and systems in the industry to ensure that Pullman Hotel operations are best in class and a market leader.  
• Helps plan and approves internal marketing promotion activities.
• Attends Committee meetings and ensures integration and coordination of all social events.
• Implements and monitors policies and procedures for the department.

Laws, Regulations & Policies:

• Monitors and makes sure that Pullman Hotel follows all applicable laws and adhering to all Accor Premium hotel policies, procedures and standards of operations.

Talent & Culture:

• Screens, interviews and assists in the selection process of all colleagues for Rooms Division in line with the Accor Premium policies and procedures.
• Assess training needs and develops departmental training plans and succession plans
• Assures that effective and professional development activities for experienced staff are planned and implemented.
• Identifies colleagues with potential for promotion and/or transfer and makes appropriate development plans for him or her together with the Talent and Culture Department

Employee Relations:

• Manages the staffing needs of the department.
• Fosters and develops effective employee relations within department.
• Establishes and maintains effective internal communications to ensure optimum team work and productivity
• Looks for ways to motivate and challenge employees
• Shows involvement and interest in environmental and social issues by participating in Responsible Business hotel activities

Health & Safety:

• Inspects to ensure that all safety, sanitation, energy management, preventive maintenance and other standards are consistently met.
• Fully understands the hotel’s fire and emergency procedures and ensures that employees work in a safe manner and they enforce the related procedures
• Ensure compliance with relevant health, hygiene and liquor laws and follow all safety policies.

Qualifications & Experience

Education

• Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or related field.
• Advanced hospitality certifications are an advantage.

Experience

• Minimum 8–10 years of progressive luxury hotel experience.
• Minimum 3–5 years in a senior Rooms Division leadership role within an international luxury hotel brand.
• Proven experience managing Front Office and Housekeeping operations.
• Strong financial acumen with experience in budgeting, forecasting, and revenue optimization.
• Experience in luxury guest service environments with a strong focus on guest satisfaction and operational excellence.