Rooms Division Manager

Job Description

The Role:

• Is in charge of the organisation and quality of Reception, Housekeeping and Floor services offered to guests
• Is responsible for good financial and qualitative results for the department
• Helps define and implement hotel strategy
• Helps employees improve their skills and provides support for career development
• Manages the Rooms Division Team

Key Deliverables and Responsibilities:

Planning & Organizing:

• Prepares the marketing and commercial action plan for the hotel
• Plays an active role in the marketplace policy
• Takes part in or validates the recruitment of all team members
• Validates the annual performance appraisals carried out by the Heads of Department (reception and floor departments)
• Carries out annual performance appraisals on the people directly under his/her responsibility, sets targets and provides support for career development

Operations:

• Modifies working methods to comply with brand philosophy
• Develops trust, openness and team spirit within the department
• Involves and motivates his/her teams
• Ensures headcount matches the level of activity
• Supervises and coordinates the departments: ensures they are well organised and run smoothly
• Respects and ensures respect of labour regulations
• 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
• 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
• 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

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 ‘Credit’ 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 Cluster General Manager

Generic Aspects on Hygiene / Personal Safety / Environment/Confidentiality:

• Ensure proper care of all equipment and furniture entrusted for Heartists use
• Be well-familiar with the hotel’s policies and procedures, well-acquainted with the physical layout of the hotel and its premises and knowledgeable of the hotel’s emergency procedures in regard to fire, medical, bomb threat, black-out and evacuation
• Knows the safety regulations and ensures their application & ensures the safety of people and property in the hotel
• Respects and ensures respect of the hotel’s commitments to the ‘Environment Charter’ of Planet 21 program (saving energy, recycling, sorting waste etc)
• Understands and strictly adhere to the Rules & Regulations established in the Employees Handbook and the Hotel’s policy on Fire, Hygiene, Health and Safety
• Ensure that confidential records and other confidential information are properly safeguarded and are not removed from the office
• Does not disclose any financial information or any other information of the Accor Hotels