room division manager

Job Purpose

To oversee and manage the operations of the Front Office and Housekeeping departments, ensuring efficient coordination, superior guest satisfaction, and optimal profitability. The Room Division Manager is responsible for maintaining operational excellence, service standards, and staff performance in line with company policies and brand expectations.

Key Responsibilities

1. Front Office Operations Management

• Supervise all Front Office functions including reception, reservations, bell service, and guest relations.
• Oversee the management of Online Travel Agencies (OTAs), direct bookings, and other distribution channels to ensure rate parity, accurate content, and timely updates.
• Ensure smooth guest check-in and check-out processes while handling guest inquiries professionally and efficiently.
• Monitor room availability, occupancy levels, and booking patterns in coordination with the Sales & Marketing team.
• Review daily arrival lists and ensure all VIP and special guest arrangements are well executed.
• Implement and monitor Front Office Standard Operating Procedures (SOPs) to ensure service consistency.
• Conduct daily briefings to review performance, guest feedback, and upcoming events.
• Ensure accuracy in cash handling, billing, and night audit processes.

2. Guest Services Enhancement

• Develop and implement guest service initiatives and standards to enhance the overall guest experience.
• Introduce personalised service touches, VIP amenities, and thoughtful gestures that exceed guest expectations.
• Monitor guest satisfaction levels through feedback and implement continuous improvement initiatives.

3. Housekeeping Management

• Manage the housekeeping department, including room attendants, supervisors, and laundry staff.
• Ensure cleanliness, hygiene, and maintenance of guest rooms, public areas, and back-of-house facilities.
• Oversee linen and supply inventory control for cost and quality efficiency.
• Conduct regular inspections to uphold brand cleanliness and maintenance standards.
• Coordinate with the Maintenance team to ensure prompt resolution of defects or repair issues.

4. Quality Assurance

• Implement and maintain quality assurance standards for all guest accommodations.
• Conduct regular room and public area audits to ensure compliance with hygiene, maintenance, and brand requirements.
• Review guest satisfaction scores and address areas requiring improvement.

5. Revenue Optimisation

• Develop and implement strategies to maximise room revenue and occupancy.
• Manage and optimise OTA platforms, direct online bookings, and other reservation sources to ensure rate integrity, availability, and competitive positioning.
• Collaborate with Sales & Marketing to optimise pricing, manage distribution channels, and implement upselling initiatives.
• Analyse market trends, competitor performance, and key metrics such as ADR and RevPAR to achieve revenue and profitability goals.

6. Financial & Budget Management

• Prepare and manage departmental budgets, forecasts, and capital expenditure plans.
• Monitor and control operating costs while maintaining high service standards.
• Review and analyse Profit & Loss (P&L) statements for both Front Office and Housekeeping operations.
• Identify opportunities for revenue growth and cost optimisation.

7. Training & Development

• Provide structured training, coaching, and professional development for Front Office and Housekeeping teams.
• Conduct regular performance appraisals and identify areas for skill enhancement.
• Cultivate a culture of continuous learning, teamwork, and service excellence.

8. Safety & Security

• Ensure full compliance with safety and security procedures, including emergency response and fire safety measures.
• Oversee staff training on safety awareness and emergency preparedness.
• Safeguard guest and staff well-being through proactive monitoring and enforcement of safety protocols.

9. Collaboration & Communication

• Promote strong interdepartmental collaboration to ensure a seamless guest journey.
• Work closely with Sales, Marketing, Food & Beverage, and Maintenance teams on room allocations, group bookings, and events.
• Participate in management meetings and contribute to operational planning and performance improvement initiatives.

Key Skills & Attributes

• Strong leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Financial acumen and analytical thinking.
• Customer-focused with attention to detail.
• Proficient in hotel management systems (PMS) and Microsoft Office applications.

Qualifications & Experience

• Minimum Diploma or Degree in Hospitality Management or related field.
• At least 5 years of hotel experience, with 2 years in a managerial or supervisory role within the Rooms Division.
• Proven track record in improving guest satisfaction and operational efficiency.
• Experience in P&L reporting and budget management preferred.

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM4, RM6,000.00 per month

Benefits:

• Free parking
• Health insurance
• Meal provided
• Professional development

Ability to commute/relocate:

• Kuala Kangsar: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What is yours expected salary ?

Education:

• STM/STPM (Preferred)

Experience:

• Hotel's management : 5 years (Required)
• Front desk: 4 years (Required)
• Housekeeping: 4 years (Required)
• managerial position: 3 years (Required)

Work Location: In person