Rooms Division Manager

Job Description

A career that lets your passion shine:

As Rooms Division Manager, you will lead the end-to-end Rooms operation across Front Office, Guest Experience, Concierge, Housekeeping and Night operations. A highly visible senior leader, you will champion exceptional service, room quality and operational excellence while developing high-performing teams and ensuring every stage of the guest journey reflects the standards of Sofitel luxury.

In this role, you will:

• Lead the Rooms Division to deliver personalised luxury service, quality and consistency throughout every stage of the guest journey.
• Provide clear and collaborative leadership across Front Office, Guest Experience, Concierge, Housekeeping and Night operations, creating one cohesive Rooms Division.
• Own and continuously develop the hotel's Rooms Quality Program, including room inspections, cross-functional audits, quality calibration and improvement initiatives.
• Maintain a visible presence throughout the hotel, overseeing VIP arrivals, special requests and complex guest situations with confidence, discretion and care.
• Champion Sofitel brand standards, guest recognition, personalisation, luxury language and effective service recovery.
• Lead the Rooms Division training strategy, developing leaders, department trainers and Heartists through structured coaching, capability development and ongoing learning.
• Manage the performance of external contractors and outsourced service partners, ensuring consistent luxury, quality, productivity, safety and service standards.
• Analyse guest sentiment, quality results, operational performance and Rooms Division KPIs to identify trends and translate insights into measurable improvement actions.
• Manage Rooms Division payroll, productivity, departmental expenditure and performance against budget and forecast while protecting the guest experience.
• Build succession capability and a strong culture of accountability, collaboration, belonging and continuous improvement across the Rooms Division.

Qualifications

What you will bring to the role:

• Demonstrated leadership experience within Rooms Division in a luxury hotel environment.
• Strong operational experience across Front Office, with sound knowledge of Housekeeping and room-product operations.
• Proven ability to establish and maintain quality standards, audit programs and structured corrective-action processes.
• A genuine passion for luxury hospitality, guest experience and creating personalised moments of service.
• Strong coaching and leadership capability, with experience developing leaders and high-performing operational teams.
• Commercial acumen with an understanding of Rooms Division payroll, productivity, budgeting, forecasting and performance indicators.
• Strong analytical and reporting skills, with the ability to turn guest feedback and operational data into meaningful action.
• Confident communication and interpersonal skills, with the ability to influence across departments and manage complex guest and operational situations.
• A collaborative leadership style aligned with Sofitel's values of Humble Excellence, Luxury Attitude, Pride & Passion and creating a culture of belonging.
• A mindset of continuous improvement, with the ability to transform strategic priorities into practical operational outcomes.

Additional Information

Thrive in Our Sofitel Gold Coast Broadbeach Community

• Competitive salary package and incentive plan with comprehensive benefits
• Complimentary lunch daily, dry cleaning and on-site secure parking in the heart of Broadbeach
• Celebrate your work anniversary with a complimentary Sofitel luxury stay and breakfast for two, plus a paid day off on your birthday
• Generous discounts on accommodation, dining and lifestyle experiences across Accor's global portfolio
• Tailored recognition and reward programs, with both pop-up and large-scale employee events throughout the year
• Ongoing leadership development, mentoring and career growth opportunities across Sofitel and Accor
• The opportunity to lead a significant Rooms operation and shape the quality, service culture and guest journey of one of the Gold Coast's leading luxury hotels

Full Australian working rights are required for this role with the ability to work an average of 38 hours per week.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.