Rooms Division Manager (RE - ADVERTISED)

A luxury hospitality brand for modern travelers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world's most exciting destinations. The Royal Livingstone Hotel by Anantara is committed to exceptional and personalized service delivery.

The Rooms Division Manager is responsible for overseeing and optimizing all aspects of the hotel's room-related operations, ensuring the highest standards of guest service and operational efficiency.

Key Responsibilities:

Guest Service:

• Establish and maintain exemplary guest relations, addressing all complaints, requests, and enquiries regarding Front Office services with utmost professionalism.
• Ensure VIP and long-stay guests receive a personal welcome from the Assistant Manager upon arrival.
• Maintain a visible presence during peak operational hours to monitor service standards and cleanliness.
• Personally oversee the check-in process for guests and escort VIP guests to their accommodations.
• Maintain comprehensive knowledge of current promotions, policy changes, and memoranda.
• Proactively engage in guest interactions to uphold excellent public relations.
• Conduct regular room inspections to ensure adherence to cleanliness and maintenance standards.
• Continuously monitor market trends and competitor activities to maintain a competitive edge.

Operations:

• Ensure all Rooms Division services are consistently available and executed with maximum efficiency and courtesy, in strict accordance with the Operation Manual and Brand Standards.
• Serve as the Rooms Division representative on the Hotel's Executive Committee.
• Continuously evaluate and refine divisional operating standards and procedures to maintain the highest level of guest service.
• Implement and uphold all corporate, divisional, and departmental policies and procedures.
• Coordinate closely with the Sales Department, Food and Beverage Office, and all relevant Department Heads regarding the management of incoming groups, VIP, and FIT guests.
• Collaborate with the Sales Manager on controlling high-demand dates, resolving booking conflicts, and managing facility changes.
• Provide regular, detailed reports to Management on room sales progress and bookings, including forecasts, policy recommendations, and proposed innovations.
• Foster and maintain strong relationships with travel agencies, local business groups.
• Conduct thorough and frequent inspections of all hotel areas and premises to ensure optimal cleanliness and guest comfort.
• Convene regular meetings with Rooms Division Heads of Department and supervisors to review operations and ensure seamless coordination of hotel services.
• Maximize room sales and revenues through strategic management.
• Implement commercial management techniques for availability control to optimize room sales.
• Ensure Front Office and OOD personnel operate with a sales-oriented mindset and are fully aware of revenue maximization opportunities within the hotel.
• Maintain transparent communication with senior management regarding risks and opportunities related to pre-set performance figures.

Administration:

• Oversee the development and maintenance of a comprehensive Departmental Operations Manual, reflecting up-to-date policies, procedures, work processes, and performance standards within the Division. Ensure annual review for accuracy.
• Spearhead the preparation of the annual Rooms Business Plan, ensuring Divisional Objectives align with the hotel's business objectives and employee needs.
• Take full responsibility for the preparation and regular updating of the Rooms Departmental Budget, working in close collaboration with the Director of Rooms to meet targets and control costs effectively.

Qualifications:

• Bachelor's degree in Hotel Management, Hospitality, or a related field from a reputable organisation
• Minimum of ten years of work experience in the hospitality industry, with at least five years in senior management roles
• Proven track record of successfully managing rooms division operations in a luxury hotel setting
• Excellent leadership and team management skills, with the ability to motivate and develop staff
• Strong financial acumen, including experience in budgeting, forecasting, and revenue management
• Exceptional communication and interpersonal skills, with the ability to interact effectively with guests, staff, and stakeholders at all levels
• Proficiency in hotel management software systems 
• Demonstrated ability to implement and maintain brand standards and operational procedures
• Strong problem-solving skills and the ability to make quick decisions in a fast-paced environment
• Fluency in English; additional language skills are highly desirable
• Flexibility to work varying shifts, including weekends and holidays, as required

 

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