Room Division Manager

KEY RESPONSIBILITIES

1. Overall Rooms Division Management

• Oversee the daily operations of the Front Office and Housekeeping departments.
• Ensure both departments operate efficiently and in line with hotel procedures, IHG brand standards and management expectations.
• Establish clear departmental objectives, monitor performance and ensure accountability.
• Conduct regular operational meetings and follow up on departmental action plans.
• Ensure effective coordination between Front Office, Housekeeping, Maintenance, Reservations and other operational departments.
• Identify operational challenges and implement appropriate solutions.
• Ensure adequate staffing, proper scheduling and effective allocation of resources.

2. Front Office Operations

• Supervise and monitor all Front Office activities, including reception, guest relations, check-in, check-out, cashiering and night operations.
• Ensure a smooth guest journey from arrival to departure.
• Monitor room allocation, room availability, occupancy levels and inventory management.
• Ensure proper management of overbookings, room discrepancies, VIP arrivals and special guest requests.
• Handle escalated guest complaints and ensure timely and effective resolution.
• Monitor guest feedback, online reviews, IHG Guest Love and other guest satisfaction indicators.
• Ensure accurate billing, cash handling, credit procedures and compliance with hotel policies.
• Ensure effective communication between Front Office and Housekeeping regarding room status and room readiness.
• Maintain high standards of professionalism, grooming and guest engagement.

3. Housekeeping Operations

• Oversee the daily operations of the Housekeeping department, ensuring all guest rooms and public areas meet the required cleanliness and presentation standards.
• Ensure rooms are cleaned, inspected and released within the required operational timelines.
• Monitor room quality, cleanliness, maintenance issues and guestroom presentation.
• Work closely with the Executive Housekeeper to ensure proper allocation of room attendants and supervisors.
• Monitor productivity, room cleaning schedules and staffing requirements.
• Ensure proper management of linen, guest supplies, cleaning materials and departmental inventories.
• Conduct regular room inspections and follow up on corrective actions.
• Ensure lost and found procedures are strictly followed.
• Coordinate with Maintenance to ensure defects and guestroom issues are addressed promptly.
• Monitor guestroom readiness, particularly during high occupancy and back-to-back operations.

4. Guest Experience and Quality Assurance

• Ensure consistent delivery of exceptional guest service across both departments.
• Monitor guest satisfaction scores, guest feedback and IHG quality performance indicators.
• Take ownership of guest complaints and ensure appropriate follow-up.
• Conduct regular quality inspections of guest rooms, public areas and Front Office operations.
• Ensure compliance with IHG brand standards, quality assurance requirements and hotel SOPs.
• Identify areas for improvement and implement action plans to enhance service quality.
• Promote a guest-focused culture and ensure the team consistently demonstrates professionalism and genuine hospitality.

5. Financial and Operational Performance

• Monitor departmental budgets, payroll costs and operational expenses.
• Control overtime, casual labour and staffing costs while maintaining operational standards.
• Monitor productivity and ensure effective use of manpower and departmental resources.
• Work closely with Revenue Management and Reservations to maximise room revenue and occupancy opportunities.
• Monitor room-related operational costs, linen consumption, amenities and housekeeping supplies.
• Identify opportunities to improve efficiency and reduce unnecessary expenses.
• Prepare and present regular departmental performance reports to management.

6. Leadership and People Development

• Lead, motivate and develop the Front Office and Housekeeping teams.
• Ensure clear communication of departmental expectations, responsibilities and performance standards.
• Conduct regular meetings with departmental managers and supervisors.
• Identify training needs and ensure appropriate training plans are implemented.
• Monitor employee performance and provide coaching and constructive feedback.
• Support recruitment, onboarding, performance management and succession planning.
• Promote teamwork, accountability, employee engagement and a positive working environment.
• Ensure compliance with hotel policies, disciplinary procedures and employment regulations.
• Identify high-potential employees and support their career development.

7. Health, Safety and Security

• Ensure compliance with hotel health, safety, hygiene and security procedures.
• Ensure all employees are aware of emergency procedures and their responsibilities.
• Monitor safe working practices within Front Office and Housekeeping.
• Ensure proper handling of guest belongings, lost property and confidential information.
• Report and follow up on accidents, incidents and safety concerns.
• Work closely with the Security and Maintenance teams to maintain a safe environment for guests and employees.

8. Administration and Reporting

• Prepare and submit departmental reports, operational updates and performance analysis.
• Monitor departmental KPIs and implement corrective action plans where required.
• Ensure proper documentation, checklists, handovers and departmental records are maintained.
• Attend management meetings and contribute to the hotel's overall operational strategy.
• Ensure that all departmental SOPs are updated, communicated and consistently implemented.

Essential skills: Strong operational leadership across Front Office and Housekeeping; clear verbal and written communication; active listening and effective guest complaint resolution; sound judgement and practical problem-solving; effective delegation, coaching and cross-departmental coordination; and the ability to prioritise competing guest needs, staffing requirements and room-readiness demands.

Technical and analytical skills: Ability to use hotel property-management and room-status systems, maintain accurate operational records, and prepare spreadsheet-based reports. Ability to interpret occupancy forecasts, departmental budgets, payroll costs, productivity data and guest feedback, and translate findings into operational action plans.

KEY PERFORMANCE INDICATORS (KPIs)

Performance will be assessed against the following indicators:

• Guest satisfaction and IHG Guest Love scores.
• IHG Quality Assurance and brand standards compliance.
• Guestroom cleanliness and inspection scores.
• Room readiness and timely room release.
• Guest complaints and service recovery effectiveness.
• Front Office operational efficiency and check-in/check-out experience.
• Housekeeping productivity and room attendant efficiency.
• Departmental payroll and operating expenses against budget.
• Manpower planning and overtime control.
• Employee engagement, retention and training completion.
• Compliance with hotel policies, SOPs and safety procedures.

General People & Culture Support

• Assist the People & Culture Lead with HR projects, audits, reporting and policy implementation.
• Support employee induction, internal communication and hotel-wide engagement activities.
• Assist with the preparation of HR presentations, reports and relevant documentation.
• Collaborate with the People & Culture Assistant to ensure effective coordination of recruitment, onboarding and training administration.
• Provide operational support to the People & Culture department when required, while maintaining focus on the core responsibilities of quality, learning and recruitment.
• Maintain confidentiality when handling employee, candidate and hotel information.
• Perform other duties and assignments as directed by the People & Culture Lead from time to time.

General Responsibilities

• Comply with the hotel's health, safety and hygiene policies and procedures.
• Adhere to the hotel's code of conduct, professional standards and applicable internal policies.
• Be familiar with the property's safety, first aid, fire and emergency procedures.
• Identify and report potential hazards, incidents or situations that may affect employee or guest safety.
• Attend meetings, training sessions and development activities as required.
• Maintain professional relationships with employees, HODs, external partners and other stakeholders.
• Demonstrate initiative, accountability, discretion and a commitment to continuous improvement.