Job Description

Job Summary

The Rooms Division Manager oversees all operational aspects of the Front Office, Housekeeping, and Guest Services to ensure the highest level of guest satisfaction, operational efficiency, and profitability. This role ensures that all procedures, standards, and policies are properly implemented while driving service excellence and maintaining the hotel's brand standards.

Key Responsibilities

1. Operational Leadership

Manage daily operations of Front Office, Housekeeping, and Guest Services departments. Ensure all rooms are maintained, cleaned, and inspected to the hotel's quality standards. Oversee inventory control for linens, guest supplies, and housekeeping materials. Implement and ensure adherence to SOPs, emergency procedures, and brand standards.

2. Guest Experience

Maintain high levels of guest service standards across all rooms division functions. Handle VIP guests, special requests, complaints, and service recovery cases. Monitor guest feedback across OTAs, social media, and internal surveys; implement improvements when needed.

3. Financial & Performance Management

Prepare and manage departmental budgets, forecasts, and cost control measures. Analyse revenue metrics such as ADR, occupancy, RevPAR, upselling performance, and guest spend. Control labour cost and manage efficient scheduling. Monitor and enhance housekeeping productivity and room turnaround efficiency.

4. Team Management

Recruit, train, and develop team members from Front Office, Housekeeping, and Guest Services. Conduct regular performance reviews, coaching, counselling, and motivation. Foster teamwork, communication, and a strong service culture.

5. Administration & Compliance

Ensure accurate room inventory, blocked rooms, and coordinating with Engineering on maintenance issues. Monitor safety, hygiene, and legal compliance across all rooms division areas. Review and approve departmental reports, duty rosters, and training plans. Liaise with other departments to ensure smooth and efficient operations.

Key Competencies

Guest-centric mindset Strong organisational & multitasking skills Financial awareness Attention to detail Team leadership Crisis & complaint handling Ability to work under pressure
Job Types: Full-time, Permanent

Pay: RM5,000.00 - RM5,500.00 per month

Benefits:

Professional development
Ability to commute/relocate:

Melaka: Reliably commute or planning to relocate before starting work (Preferred)
Education:

Diploma/Advanced Diploma (Preferred)
Experience:

Hospitality: 5 years (Required)
Work Location: In person