Room Division Manager

Job Description

• Change Management: Generates activity and seeks new challenges to improve work performance; demonstrates an optimistic outlook and recovers quickly from failure.
• Commercial Awareness: Shows awareness of markets and ensures up-to-date knowledge of competitive environment; demonstrates an awareness of new business opportunities and seizes and acts upon them; is aware of financial issues such as revenue enhancement, costs, profits/losses, cash flow, etc.; identifies opportunities to ensure sustainable profit growth is achieved through implementing cost-effective methods.
• Decision Making: Makes sound decisions quickly under pressure; takes calculated risks based on adequate information and analysis; makes rational, balanced judgments on the basis of available information.
• Managing the Work of Others: Works with an orientation to the future; sets clear, appropriate, and well-defined quality objectives; encourages others to comply with legal and personal obligations; plans while taking into account change and possible difficulties; provides teams with clear direction and keeps them focused on tasks; actively supports autonomy and empowerment through appropriate delegation of work; sees projects through to completion and ensures key objectives are met.
• Motivating and Influencing Others: Creates a climate of teamwork by encouraging harmony, cooperation, and communication; cares for others by monitoring their well-being; inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gain agreement and support from others; respects the contributions of others.
• Organisation Savvy: Maintains awareness of organizational structure and goals; accurately identifies and effectively presents the key points of an argument; promotes ideas; establishes links with people within and outside the business and uses this network for the organisation’s advantage.
• People Development: Encourages a culture of continuous personal and work-related improvement through own actions and ensures learning from successes and failures; guides and coaches staff; passes on personal expertise and draws on the diverse backgrounds, skills, and knowledge of people while defining and reinforcing standards and appropriate behavior.
• Problem Solving: Reconciles conflict and probes for more in-depth relevant information for decision-making; analyses numerical data and relevant sources of information in order to draw appropriate conclusions and check facts to establish causes and effects; produces new ideas and a range of solutions to meet the demands of the situation.
• Strategic Orientation: Selects the most appropriate tactic(s) from a range of alternatives and conveys the plan to others; sets organizational strategy in line with organizational vision and uses multiple, relevant resources to achieve objectives; negotiates with a variety of approaches.
• Ensure Guest Service and Housekeeping operate successfully and are individually profitable in accordance with the standards of the hotel.
• Ensure all daily guest rooms for arrivals are checked in advance, pre-blocked accordingly to arrival time, and welcome amenities are appropriately set up.
• Ensure all rooms are cleaned and prepared according to arrival times.
• Work closely with Housekeeping, Guest Service/Front Office, and Engineering Departments to ensure rooms are blocked accordingly for maintenance and job orders issued to Engineering are monitored/overseen.
• Ensure strict control of room keys for guests and other departments.
• Conduct frequent and thorough inspections of guest rooms, guest floors, public areas, and back-of-house facilities (e.g., locker rooms) together with the Executive Housekeeper, Front Office Manager, and designated team members to ensure cleanliness and property maintenance.
• Ensure speedy telephone and message service at all times for guests.
• Assign responsibilities to Team Leaders/Supervisors, deploy staff to specific areas, and coordinate/liaise with all related departments.
• Oversee inventory of room linen and uniforms with Team Leaders.
• Check and control overall operating expenses.
• Oversee Laundry operations and ensure Accor Brand Standards are met in terms of quality of product and service.
• Ensure high standards of service delivery, safety, hygiene, security, discipline, and compliance with organizational policy.
• Maximise room sales and revenues for the hotel.
• Ensure commercial management techniques of availability control are applied to achieve the maximisation of room sales.
• Make all decisions regarding overbooking the hotel and ensure all out-bookings are carried out by a member of management.
• With the assistance of the Executive Chef, establish menus and price lists; prepare standard menus, maintain required standards of food production, meet agreed budget targets for food margins, and perform systematic inspections of all Food & Beverage areas.
• Ensure Guest Service and Housekeeping operate with a sales attitude and that all personnel are aware of sales and revenue opportunities within the hotel.
• Keep senior management informed of any risk or opportunity in relation to pre-set performance figures.
• Ensure all Rooms Division personnel are aware of room and F&B sales revenue targets and are kept informed of performance results.
• Adhere to company credit policies to ensure all expected revenue is received.
• Monitor competitor performance, market trends, and competitor activities (both past and future) to ensure correct selling strategies are applied and operations remain one step ahead.
• Establish rapport with guests, maintain good customer relationships, and personally handle guest complaints, requests, and enquiries regarding Guest Service and Housekeeping.
• Personally, and frequently verify that guests' check-in/out and overall stays receive the best possible service in line with Accor standards.
• Schedule presence at the front desk during peak operation hours, checking on service standards and cleanliness.
• Greet and assist at the check-in of guests.
• Ensure all V.I.P. / Long Stay guests' needs are met throughout their stay.
• Ensure guest history records are kept up to date at all times.
• Maintain and promote excellent working relationships with local travel agents and tour operators.
• Be proactive in seeking guest contact, maintaining excellent public relations, implementing a consistent guest recognition programme, and maintaining a relevant guest database.
• Assist with the development and maintenance of detailed Department Operations Manuals reflecting policies, procedures, work processes, and performance standards within Rooms Division (Guest Service & Housekeeping), ensuring annual reviews reflect any changes.
• Assist with the preparation of the annual Rooms Business Plan and departmental objectives, fully addressing hotel business goals and employee needs.
• Assist with the preparation and regular updates of Departmental Budgets in close cooperation with the General Manager, ensuring targets are met and costs are effectively controlled.
• Ensure all guest service-related forms and reports are forwarded in a timely manner to the Corporate Office.
• Initial daily, weekly, and monthly signature lists, vacation requests, overtime, invoices, and bills.
• Liaise with suppliers and contractors related to departmental issues.
• Exercise efficient payroll management and resource allocation through a flexible workforce (Full Time and Part Time employees) based on principles of multi-skilling and multi-tasking
• Direct subordinates to ensure productivity meets standards set forth in Accor Operating Manuals.
• Focus attention on improving productivity levels and prudently managing utility and payroll costs within acceptable guidelines.
• Ensure optimum deployment and energy efficiency of all equipment.
• Ensure new technology and equipment are embraced to improve productivity while taking work out of the system.
• Recruit, select, and develop Rooms Division employees following operational, financial, and administrative philosophies who are willing to become multi-skilled and perform multi-tasks.
• Through hands-on management, closely supervise all employees in the performance of their duties in accordance with policies, procedures, and applicable laws.
• Delegate duties and responsibilities appropriately to equipped and resourced employees, nurturing and developing them while maintaining standards of operation and safety.
• Instill company training philosophies and work closely with the T&C Manager to develop Departmental Trainers, ensuring all Assistant Managers, Supervisors, and Associates take an active role in training and development.
• Develop and assist with training activities focused on improving skills and knowledge.
• Ensure employees have a complete understanding of rules and regulations and comply with expected behavior.
• Monitor employee morale and provide mechanisms for performance feedback and development.
• Conduct Annual Performance Reviews / Appraisals providing honest, constructive, and appropriate feedback.
• Effectively communicate guiding principles and core values to all levels of employees.
• Establish and maintain safe working conditions and practices following Accor’s Health, Safety, and Environmental policies along with ALL Safe Protocols.
• Ensure all practicable steps are taken to maintain a safe work environment following organizational policies.
• Ensure all staff within the department are fully conversant with departmental fire and evacuation procedures.
• Ensure all hazards are recorded, reported to Management, and appropriately investigated with controls identified and reviewed.
• Implement Accor’s policy on the prevention of Harassment / Bullying in the Workplace according to guidelines.
• Ensure protective clothing and equipment are provided to employees where necessary, maintained, and staff are trained in their use.
• Ensure all workplace accidents and incidents are reported accurately and promptly on prescribed forms with appropriate investigations and corrective actions taken.
• Ensure all serious harm accidents are reported to management immediately in writing (and within 7 days where specified).
• Ensure all new and transferring staff receive training and ongoing supervision to perform work tasks in a safe manner.
• Ensure rehabilitation support and assistance are provided to injured workers following Accor guidelines.
• Review and develop health and safety policy objectives and plans at least annually.
• Be proactive in keeping departmental health and safety records and information up to date.
• Ensure site visitor and contractor entry procedures are strictly applied.
• Represent Rooms Division on the hotel Executive Committee to ensure efficient and smooth operation.
• Attend / conduct daily morning briefings and attend/contribute to all required meetings.
• Ensure all employees provide courteous and professional service at all times.
• Handle guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, while feeding back prompt follow-ups.
• Maintain knowledge of statutory legislation in employee and industrial relations.
• Strictly adhere to rules and regulations established in the Employee Handbook and hotel policies concerning fire, hygiene, health, and safety.
• Take an active involvement in the welfare, safety, development, and well-being of employees by providing advice, counseling, and truthful, diplomatic feedback.
• Maintain high standards of personal presentation and grooming.
• Maintain positive guest and colleague interactions with good working relationships.
• Exercise responsible management and behavior at all times, positively representing the hotel management team and Accor.
• Respond to requests to undertake any reasonable tasks, secondary duties, and changes as dictated by the hotel, industry, and company.
• Actively network within the hotel community and maintain excellent communication channels with other Accor Rooms Division team members.
• Facilitate or oversee the functioning of any other Department in the Hotel when necessitated by circumstances and as mandated by the General Manager (over and above regular stipulated duties).

Qualifications

• Degree from a reputable Hospitality Management school will be an advantage
• Minimum 6 years in relevant experience with 3 years at a management level
• Excellent reading, writing and oral proficiency in English language
• Ability to speak other languages and basic understanding of local languages will be an advantage
• Good working knowledge of MS Excel, Word, & PowerPoint
• High degree of professionalism with sound human resources management and business acumen capabilities

Additional Information

• Secondary / High school education
• Certificates in National Skills Recognition System, CPR, First Aid Management and Basic Fire Fighting will be advantageous
• Minimum 1 year of relevant experience in a similar capacity
• Good reading, writing and oral proficiency in English language
• No criminal record
• Must be well-presented and professionally groomed at all times