Description:

As Rooms Division Manager, you are responsible to achieve planned business goals and objectives through effective leadership and management of the Housekeeping Department and the Front Office Department, that is, Rock Royalty Lounge, Front Desk, Telephone Operations, Concierge & Business Centre, (hereinafter ‘your assigned area of responsibility’), while maintaining brand and company standards for guest satisfaction, employee satisfaction and internal processes. You lead and coach employees within your assigned area of responsibility to formulate and execute operational objectives relating to employee and guest-centric activities within four perspectives of People, Internal Process, Guest, and Revenue. An increase in personal efficiency and effectiveness is expected when you work as a team with your subordinates, colleagues and superior and achieve common goals and targets.  You will:

• Manage and lead all aspects of Rooms Division, incorporating the Front Office and Housekeeping Departments.
• Drive service levels, guest satisfaction levels to Hard Rock International standards across the Division.
• Interact with guests to proactively obtain feedback and improve guest experiences
• Direct management of the Division’s staff to maximise efficiency, reduce labour costs and maximise productivity.
• Create and implement short, medium and long-term goals for the Division focussing on revenue maximisation, cost minimisation and guest experience improvement.
• Motivate the Front Office team to perform to a high standard of service and efficiency at all times.
• Participate in Housekeeping briefings, providing encouragement and motivation to the team. Share feedback on performance from guests with the department to focus on continual improvement in quality and productivity.
• Prepare and submit the Front Office Department’s monthly financial report to the Director of Finance, Executive Assistant Manager and General Manager. Oversee the Housekeeping Manager’s report submission to ensure it complies with standard.
• Prepare the Division’s section of the Annual Business Plan and Budget.
• Actively control costs across all sectors of the Division in line with budget requirements. Seek out and recommend cost saving measures which can improve efficiencies without reducing the guest experience.
• Interact with hotel guests, manage guest complaints relevant to your division and make necessary changes to operations to improve the guest experience.
• Communicate effectively with all departments and all levels of the hotel’s organisational structure.
• Conduct regular, brief, concise, recorded, well prepared and effective meetings and ensure follow up in completed.
• Maintain an efficient and effective administrative system with the Front Office and Housekeeping Department.
• Set Policies & Procedures, Standard Operating Procedures, Job Descriptions and Work Instructions in line with both Hard Rock International and HPL standards, and ensure the Division’s Operations Manual is current and correct.
• Ensure all facilities, equipment and offices are maintained to a very high standard.
• Ensure the management of guest room assignment with focus on guest requests and special needs whilst minimizing queue rooms and delay.
• Undertake performance management & counselling of Front Office Band Members when required. Oversee and ensure that Housekeeping Band Members are being counselled and performance managed using appropriate methods, and that formalized approaches are taken when necessary.

Requirements:

• Bachelor’s degree in Hospitality, Hotel Management, Business Administration or a related field
• 3 – 4 years’ experience in the Front Office, Housekeeping or related area(s)
• Well-developed leadership skills
• Ability to give clear and concise instructions
• Proactive work style
• Ability to work well under pressure, keep calm in difficult situations and problem solving skill