Rooms Division Manager

As Rooms Division Manager you’ll lead the front office and housekeeping departments to ensure a memorable guest experience is delivered and departmental revenue and profit goals are met - always following safety and compliance requirements and local policies and procedures.

People:

• Support colleagues to make sure they deliver with compliance and to the standards we expect.

• Drive a great working environment for teams to thrive - linking up departments to create sense of one team.

• Promote teamwork and quality service through daily communication and coordination with other departments.

• Recommend or initiate any HR related actions where needed.

• Cooperates, coordinates and communicates with Department Heads and other inter-departmental secretaries as appropriate.

• Interact with outside contacts: guests, vendors, and other contacts as needed.

• Develop and maintain great working relationships with key clients and outside contacts to increase revenue

Financial:

• Oversee night audit function and preparation of daily financial reports.

• Prepare and submit statistical, performance, and forecast analyses and reports as required.

• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.

• Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

• Hit all personal/team sales goals and maximise profitability.

• Help prepare the departmental budget and financial plans including the hotel marketing plan.

Guest Experience:

• Deliver Crowne Plaza Brand Promise and Service Signatures to daily work.

• Provide guests with information (example: loyalty programmes, area attractions, restaurants, facility information) to enhance their experience.

• Schedule conventions and/or business group activities at the hotel and coordinate with other hotel-level departments to facilitate services agreed upon by the sales office and prospective clients.

• Communicate to appropriate departments all pertinent information requirements and special needs for arriving VIP’s, large groups and other key guests.

• Lead marketing efforts to up sell guests on hotel services, offerings, and amenities.

• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.

• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.

• Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals.

• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.

Responsible Business:

• Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel.

• Effectively communicate and market aspects of the hotel that are sustainable or “green” and use information to gain new business opportunities.

• Act as central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.

• Work with advertising agencies, consulting firms, and vendors to maximise advertising investments and ensure ads represent brand identity.

• Raise the awareness and reputation of your hotel and the brand locally – occasionally acting as hotel representative for media related enquiries.

• Identify improvements to marketing activities and overall hotel sales performance and work with other departments.

• Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel.

• Effectively communicate and market aspects of the hotel that are sustainable or “green” and use information to gain new business opportunities.

• Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.

• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.

• Work with advertising agencies, consulting firms, and vendors to maximise advertising investments and ensure ads represent brand identity.

• Raise the awareness and reputation of your hotel and the brand locally – occasionally acting as hotel representative for media related enquiries

• Identify improvements to marketing activities and overall hotel sales performance and work with other departments.

• Be responsible in keeping the property safe and secure, to participate in any resort activity related to Fire Life safety.

• Perform other ad-hoc duties – unexpected moments which may be assigned by management when we have to pull together to get a task done...