Rooms Division Manager

The Rooms Division Manager is a key leadership role responsible for overseeing front desk and  housekeeping. They ensure the highest standards of guest service, cleanliness, and operational efficiency, creating a luxurious and memorable experience. This role requires a strategic leader with a strong background in hotel operations, exceptional management skills, and a commitment to excellence.

Description du poste

Operational Leadership:

• • Oversee the operations of the Rooms Division, ensuring all departments function seamlessly and efficiently.

• Ensure that guest service standards are consistently met across all areas of the Rooms Division, with a focus on delivering personalized and exceptional experiences. Conduct regular service audits, inspections, and quality control checks.

• • Develop and implement standard operating procedures (SOPs) for all rooms-related departments, ensuring consistency and adherence to hotel standards.

Team Management:

• • Lead, mentor, and develop department managers and supervisors, fostering a culture of excellence and teamwork.
  • Conduct regular performance evaluations, provide feedback, and create development plans for direct reports.
  • Ensure all Rooms Division staff are trained to the highest standards, with a focus on guest service, safety, and hotel policies.

Guest Satisfaction:

• • Monitor guest feedback and reviews, implementing strategies to continuously improve guest satisfaction scores.
  • Address and resolve guest complaints and issues promptly, ensuring a positive outcome and maintaining guest loyalty.
  • Collaborate with the Front Desk Manager, Housekeeping Manager, and other department heads to enhance the overall guest experience.

Financial Management:

• • Develop and manage the Rooms Division budget, ensuring financial goals are met while maintaining high service standards.
  • Monitor and control expenses within the Rooms Division, optimizing operational efficiency and cost-effectiveness.
  • Collaborate with the Financial Operations team to maximize room revenue and occupancy through effective inventory management and pricing strategies.

Strategic Planning:

• • Work closely with the executive management to develop and implement strategic plans for the Rooms Division that align with the hotel’s overall objectives.
  • Stay informed of industry trends, competitor offerings, and guest preferences, adjusting strategies as needed to maintain a competitive edge.
  • Lead initiatives to enhance the guest experience, improve operational efficiency, and increase revenue within the Rooms Division.

Compliance and Safety:

• Ensure that all rooms-related operations comply with health, safety, and security regulations.
• Implement and maintain emergency procedures and protocols across the Rooms Division.
• Ensure confidentiality and security of guest information and hotel property.

Key Performance Indicators (KPIs)

• Official audits (CAA/AAA, Forbes)
• Guest satisfaction and feedback
• Room occupancy, ADR, and RevPAR
• Rooms Division cost control and payroll efficiency
• Employee engagement and retention

Description de l'entreprise

The Bruce Hotel is a CAA/AAA Five Diamond, Forbes Four Star property located in Stratford Ontario.  Set on over six acres, the hotel features 21 accessible rooms, 4 suites and a cottage on the edge of the property.

Exigences

Qualifications & Experience

• Bachelor’s degree in Hospitality Management or related field preferred
• Minimum 5 years of experience in Rooms Division operations, with at least 2 years in a leadership role
• Experience in a luxury or premium hotel environment strongly preferred
• Strong understanding of CAA/AAA Diamond and Forbes Star standards
• Strong understanding of PMS systems and revenue management principles

Skills & Competencies

• Exceptional leadership and interpersonal skills
• Strong problem-solving and decision-making abilities
• High attention to detail and service excellence mindset
• Ability to perform under pressure in a fast-paced luxury environment
• Excellent communication skills in English; additional languages an asset