Job Description

Position OverviewThe Rooms Division Manager manages all front of house departments including the front desk, living room, bell service and the club residences. The individual leads the development and implementation of operations strategies and plans, as well as operating procedures and service standards, and oversees the department\'s adherence to these performance requirements. In addition, the individual works closely with the revenue department to maximise room occupancy and departmental revenue, builds guest relationships to enhance customer loyalty and manages customer loyalty programmes to attract and retain guests and is responsible for overseeing departmental budgets, staff development and performance management.The RoleManage Front Office Departmentso Lead the development and implementation of operations strategies and plans for front of house operationso Develop and review operating procedures and service standards for front of house operationso Oversee front of house operations to ensure adherence to organisational standards and procedureso Monitor and control the availability of rooms and room rate categories with the revenue department to maximise room occupancy and revenueo Establish and maintain guest relationships to build customer loyaltyo Monitor and evaluate customer loyalty strategies and programmes to attract and retain guestso Ensure all guest areas are immaculate, well-maintained, and free from defecto Review manpower allocation for front office operationso Monitor front office logs on special requests, instructions, and information to ensure guest satisfaction and operational efficiencyo Resolve challenging guest issues and manage unresolved, escalated complaintso Interact with guests to gather feedback on service qualityo Evaluate front of house service quality and guest satisfaction levels for service improvemento Lead innovative and improvement initiatives to provide desired guest experience and enhance service quality and operational efficiencyo Evaluate industry best practices and new technology applications for hotel\'s adoptiono Work closely with Director of Quality and Hotel Manager on quality analysis and improvementManage Finance and Reportso Present reports and recommendations for management updates and decision-makingo Lead budget forecasting processes for the front of houseo Manage departmental budgets to ensure proper utilisation and accounting of resourceso Review compliance management on organisational guidelines and legal regulations required for front office operationso Develop crisis management, business continuity and recovery plans for the front officeManage Teamo Review talent capability and develop high potential employees for the departmento Identify training needs of the department and implement a training plan in conjunction with the department heads to close gapso Support and actively participate in the planning and execution of the hotel\'s overall staff development and retention effortsTalent Profileo Minimum Diploma in Hotel Management or equivalento Minimum 10 years of front of house managerial experience at luxury hotels/resortso Prior experience in managing a team in luxury hotels/resortso Prior experience in Forbes 5* certification hotels/resorts

Capella Hotels & Resorts