The Rooms Manager leads the Rooms Team in the provision and delivery of personalised Guest Care and Relations, in order to enhance the guest experience of the hotel. He/ she is responsible for providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees.
He/ she is responsible for ensuring the smooth operation of guest services, valet services, concierge, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner.
Key Duties and Responsibilities
Coordinate the organisation and administrative functions in all areas of the Rooms Division;
Oversee the operation and co-ordination of the operating departments through their respective department heads. The Operating Departments include Housekeeping, Kids Only and NEO Boutique.
Provide solutions to improve problem areas and assist in implementing corrective measures.
Assist in the preparations of the annual operations plan and achieve the profit objectives therein.
Work closely with Accounting on follow-up items, i.e., rejected credit cards, outstanding PM accounts, associate discrepancies, etc. in addition to monthly P&L review and forecasting
Maintain procedures for security of money, guest security and emergency procedures.
Ensure that monthly financial outlooks and results are accurate and on target in particular monitoring all Rooms expenses to ensure that they are kept in line with budget;
Assist with annual budget preparations, including capital submissions and ensure active control of annual budgeting.
Financial responsibilities consist of:
Achieving budget - rev par room rate
Prepare budgets and forecasts
Interpret financials
Expense control
Ensure correct rates are charged
Authorise rate reductions
Coordinate the implementation of and enhancement to minimum standards of guest service.
Strives to increase the level of guest satisfaction through associate development and quality image.
Handle all guest concerns and ensure effective follow up.
Monitor all VIPs, Celebrity guests and their requests.
Handle all guest complaints expeditiously to complete resolution;
Respond quickly to guest requests or complaints in a friendly manner, taking appropriate action to resolve matters. Follow up to ensure complete guest satisfaction.
Oversee employee and leader planning, recruitment, selection and development through goal development and coaching.
Ensure total compliance with standards of operation;
Ensure staffing is maintained at an appropriate level to match business demand;
Participate in all regular and ad hoc operational meetings and in the formulation of strategic business plans;
Become involved and active within hotel committees and activities.
Oversee the effective development of and revision to all training programs.
Perform daily review and analysis of inventory and rates, then identify and assist with the implementation of appropriate revenue strategies based upon those daily analyses.
Oversee and participate in all aspects of the Housekeeping Operations, Back-of-House Operations, Health and Safety, Kids Only, Business Centre and Telephones.+
Responsible for scheduling the front office, guest service, complimentary guest services and housekeeping staff according to business forecast, payroll budget guidelines and productivity requirements.
Oversee performance reviews, training and development of all Housekeeping, Kids Only and NEO Boutique staff to achieve hotel service quality standards.
Motivate team members and establish a productive working environment at the hotel.
Analyze reports and communicate information to staff and appropriate departments
Network within the industry and keep up to date on current trends.
Maintain high level of knowledge about our competition and their product offerings.
Develop and maintain partnerships/relationships with key third-party business partners.
Responsible for maintaining housekeeping supply inventories on as needed basis or at minimum monthly par levels / oversee ordering of all supplies monthly budget/forecast numbers
Work closely with F&B, Groups and Events and Sales to assure groups and special functions are handled smoothly from a service and upkeep standard
Work closely with Maintenance Department to ensure processes are in place for immaculate and fully functioning guest rooms and public spaces
Review all Rooms staff worked hours for payroll compilation and submit to Human Resources on a timely basis.
Maintain a professional working relationship and promote open lines of communication with managers, associates and other departments.
Ensure shift handovers are happening at all shift change-overs in accordance with hotel expectations
Ensure that colleagues are at all times, attentive, friendly, helpful and courteous to all guests, managers and other colleagues.
Act as Senior Duty Manager in the absence of the Resort Manager.
Run morning meeting in absence of the General Manager and Resort Manager.
Maintain required pars of all supplies.
In conjunction with the Resort Manager ensure adequate management coverage at all times, especially on weekends and busy day/nights.
Ensuring maintenance is timeous and effective
SKILLS, QUALIFICATIONS & REQUIREMENTS
BTech Degree or National Diploma in Hospitality requirements
3-5 years' experience in a comparable position in a luxury hotel operation
3/ 4 years managerial experience in Room Division and Operations, in a 5 star environment
Excellent knowledge of all aspects of Rooms Division Operations; excellent organisational and administrative skills
Computer Literate i.e. Excel, Opera, Micros, Word, Outlook
Excellent guest service and problem resolution skills
Excellent communication skills in all aspects; professional and appropriate business appearance and presentation;
The flexibility to meet the demands of a 24-hour operation
And the ability to work comprehensively with spreadsheets and budgeting packages