Position: Rooms Division Manager
Department: Sales & Marketing
To be charged with the entire scope of the Rooms Division function of our Hospitality Property.
General Tasks and Responsibilities:
Works with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.
Spot checking of hotel rooms to ensure standards are maintained
To liaise and communicate constantly with all other Department Heads as the Rooms Division requires.
Apply all possible ideas to reduce cost. Practice efficient ways of reducing waste and energy saving.
To monitor trends within the industry and make suggestions how these could be implemented.
To ensure that rooms have been serviced and maintained to the standards laid down by the hotel.
To carry out systematic checks of all Front of House areas for maintenance requirements, repairs or refurbishing, ensuring that these are actioned without delay.
MAINTAINING THE BUDGET
Monitors Rooms operations sales performance against budget.
Reviews reports and financial statements to determine Rooms operations performance against budget.
Ensuring budgets set are achievable
Ensure control of expenditure is kept within budget
Responsible for negotiating and controlling contractors
Ensure uniforms, linen and towelling and all relevant operating equipment is controlled and sufficient for hotel needs.
Ensure correct staffing levels during peak and low occupancies
To hold regular meetings with all Heads of Department. To ensure that manning levels are correct and these are not exceeded without permission.
To prepare and submit on the required format annual budgetary information and updates as required.
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaches’ direct reports to address problem areas and holds team accountable for results.
Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
To hold regular performance appraisals with all senior staff, identifying areas for development and training needs and ensuring that this training is affected.
Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviours in all interactions with guests and associates.
Attend executive and sales meetings
Attend General Manager’s briefings with Front Office and Housekeeping
Chair weekly Rooms Division meetings
To ensure effective liaison between reservations and front office staff with other departments (e.g. housekeeping).
To attend Management Meetings as required.
FRONT DESK MANAGEMENT
Responsible for order of vehicles
Responsible for interior and décor
To ensure that check-in procedures are strictly adhered to and that the correct address and charge out details are obtained from each guest.
To ensure maximum room occupancy within agreed overbooking policy.
To ensure that reservations are taken correctly and courteously.
To ensure that all charges are correctly entered on the guest's bill and that this is up to date at all times.
To ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval and that written confirmation, purchase orders, or order numbers are on file.
To ensure that accounts are balanced daily.
To ensure effective and speedy check-out facilities.
To ensure that luggage is delivered to and collected from rooms speedily.
To ensure that enquiries, messages, theatre bookings are dealt with courteously and efficiently.
To ensure that newspapers and parcels are delivered to rooms without delay.
Creates an atmosphere of Customer Service in all areas under his responsibility; that meets or exceeds guest expectations
To ensure that guests are greeted, checked in and allocated rooms promptly and courteously.
To circulate regularly throughout all Front of House areas, maintaining a high profile with guests and staff.
To be readily available at all times to deal and resolve all guest problems or complaints.
To ensure that incoming and outgoing telephone calls are handled promptly and courteously.
To ensure accurate and timely submission of all reports and administrative work.
To ensure that all Front of House staff are correctly and smartly dressed at all times.
To ensure that all Front of House areas are clean and tidy at all times, including cloakrooms.
Review management rosters
TRAINING & DEVELOPMENT
Monitor staff trained to company specifications
To carry out or ensure that regular On-the-Job training is taking place to agreed standards.
To ensure that the most suitably qualified person is appointed in the event of a vacancy - wherever possible this should be an internal promotion.
To be familiar with all local Civil Defense measures.
To ensure that staff under your control are trained in Civil Defense measures.
Puts to Payroll for the salary generation and appropriate decisions.
Authorize all leave schedules
If and when required by Executive Management; to respond and undertake willfully any and all other task/s responsibilities directly or indirectly in line with the general business and operational requirements of the Hotel Property.
To act as Duty Manager when required.
ENVIRONMENT AND SAFETY
To understand and strictly adhere the Hotel policy on Fire, Hygiene, Health and Safety.
To ensure self and all accommodation colleagues actively participate in all EHS requirements.
To ensure maximum security of all items left in safety deposit boxes.
Strictly adheres to the hotel's Policy on Confidentiality and Ethics.
To ensure that the Hotel Entrance is easily accessible to cars and taxis at all times.
To ensure maximum security in all areas under your control.