Rooms Division Manager at Emerge Egress Consulting

Role Objective

We are seeking a dynamic and customer-centric Rooms Division Manager responsible for coordinating and overseeing Front Office, Housekeeping, and Public Areas activities. This role ensures efficient operations with a commitment to excellence while delivering exceptional guest experiences, maintaining high standards, and maximizing revenue opportunities within the room division in accordance with hotel operational requirements.

Core Duties and Responsibilities

• Coordinate, direct, coach, and monitor Front Office and Housekeeping resources and activities to achieve departmental goals
• Maximize guest satisfaction levels by developing initiatives and implementing future strategies
• Ensure all department operational tasks are completed with a guest-centric approach and to company standards
• Demonstrate understanding of guests' present and future needs
• Provide training, coaching, and professional development opportunities to front office and housekeeping staff, ensuring they have the necessary skills, knowledge, and resources to deliver exceptional service and meet performance standards
• Develop and implement strategies to minimize staff turnover and increase labor efficiencies
• Monitor day-to-day work activities, including roster development and scheduling of general tasks across the department
• Liaise with HR regarding employee records and employee relations issues
• Take responsibility for all department revenue and expenses and recommend strategies to control costs
• Monitor seasonal expenditure in line with budget cash flow
• Lead and manage the front office team, including front desk agents, concierge, and guest services staff, ensuring smooth operations, efficient guest check-in and check-out processes, and exceptional service delivery
• Oversee the reservation department, ensuring accurate and efficient handling of reservations

Location

Machakos, Kenya