Position Summary 

The Rooms Division Manager is responsible for leading and overseeing the Front Office and Housekeeping Departments to ensure exceptional guest experiences, operational excellence, and compliance with resort standards. The role focuses on maximizing guest satisfaction, room revenue, productivity, and profitability while maintaining the highest standards of cleanliness, service, safety, employee performance, and luxury hospitality standards. 

Key Responsibilities 

• Manage the day-to-day operations of the Front Office and Housekeeping Departments. 

• Ensure all guest rooms, villas, public areas, and back-of-house areas are maintained to the highest standards. 

• Monitor room inventory, occupancy, room status, room revenue performance, ADR, RevPAR, and profitability to maximize financial results. 

• Handle guest requests, feedback, complaints, and guest recovery situations promptly, professionally, and effectively. 

• Oversee VIP arrivals, repeat guests, special requests, and personalized guest experiences. 

• Develop, implement, and monitor departmental policies, procedures, SOPs, and service standards. 

• Prepare and manage departmental budgets, forecasts, inventories, labor costs, and operational expenses. 

• Lead, motivate, train, coach, mentor, and develop team members to achieve departmental objectives and service excellence. 

• Conduct regular performance reviews, succession planning, talent development, and employee engagement initiatives. 

• Ensure effective onboarding, training, and continuous development programs for all team members in collaboration with Human Resources. 

• Coordinate closely with all departments to ensure seamless guest service and operational efficiency. 

• Work closely with Revenue Management, Reservations, Sales & Marketing, Maintenance, Food & Beverage, Spa, and Human Resources teams to achieve business objectives. 

• Drive guest satisfaction, online reputation, and service excellence initiatives by monitoring guest surveys, review platforms, guest feedback, and implementing action plans. 

• Ensure achievement of departmental KPIs, including Guest Satisfaction Scores, room readiness, productivity ratios, upselling performance, service standards, and departmental profitability. 

• Conduct regular inspections, audits, quality checks, and operational reviews to maintain resort standards. 

• Ensure compliance with company policies, health and safety regulations, hygiene standards, environmental requirements, and legal obligations. 

• Promote a culture of luxury hospitality, personalized service, emotional guest engagement, and teamwork in line with the resort's brand standards. 

• Support and lead continuous improvement initiatives to enhance guest satisfaction, operational performance, and employee engagement. 

• Ensure compliance with sustainability, environmental, and ESG initiatives adopted by the resort. 

• Manage departmental manpower planning, scheduling, productivity, and workforce optimization. 

• Participate actively in management meetings, strategic planning sessions, budgeting exercises, and resort-wide operational projects. 

• Act as the operational ambassador of the resort's guest experience philosophy, ensuring every guest interaction reflects the values of wellness, authenticity, personalized service, and luxury hospitality. 

• Perform any other duties assigned by Management and provide support to other departments whenever operational needs require. 

Qualifications & Experience 

• Diploma or Degree in Hotel Management, Hospitality Management, Business Administration, or equivalent. 

• Minimum 5 years' experience in a managerial role within Rooms Division, Front Office, Housekeeping, or Hotel Operations, preferably within a luxury resort or international hospitality brand. 

• Strong knowledge of Front Office operations, Housekeeping operations, room inventory management, revenue optimization, guest relations, and luxury service standards. 

• Strong understanding of budgeting, forecasting, labor cost management, and operational performance management. 

• Proficiency in hotel management systems and software, including Opera PMS, Microsoft Office Suite (Excel, Word, PowerPoint), Channel Managers, Revenue Management Systems, Housekeeping Management Systems, and other hospitality-related technologies. 

• Knowledge of LQA (Leading Quality Assurance), Forbes Travel Guide Standards, or equivalent luxury hospitality standards is an advantage. 

• Excellent leadership, communication, organizational, customer service, and interpersonal skills. 

• Ability to work under pressure, manage multiple priorities, and make sound operational decisions. 

Core Competencies 

• Leadership & Team Management 

• Guest Service Excellence 

• Luxury Hospitality Management 

• Revenue & Budget Management 

• Operational Planning & Organization 

• Strategic Thinking & Business Acumen 

• Communication & Interpersonal Skills 

• Problem Solving & Decision Making 

• Quality Assurance & Continuous Improvement 

• Employee Engagement & Talent Development 

• Change Management 

• Revenue Optimization 

• Emotional Intelligence 

• Cross-Departmental Collaboration 

• Health, Safety & Compliance 

• Sustainability & ESG Awareness 

The Rooms Division Manager may be required to perform any other duties assigned by Management and provide support to other departments whenever operational needs require.