Rooms Division Manager

About the role

The Rooms Division Manager oversees the daily operations of the Front Office and Housekeeping departments, ensuring they run efficiently in line with hotel procedures, IHG brand standards and management expectations. The role also includes supporting the People & Culture department with HR projects, audits, reporting and policy implementation.

Key responsibilities

• Manage Front Office operations, including reception, check-in/out, billing, guest complaints and guest feedback, and coordinate with Housekeeping on room status and readiness.
• Oversee Housekeeping operations, room inspections, linen and supplies inventory, and work with the Executive Housekeeper and Maintenance.
• Monitor guest satisfaction, IHG quality indicators and guest complaints, and lead quality inspections and corrective action plans.
• Control department budgets, payroll and overtime, and work with Revenue Management and Reservations to maximise room revenue.
• Lead and develop the Front Office and Housekeeping teams, including training, performance coaching and recruitment support.
• Ensure compliance with health, safety, hygiene and security procedures, and handle accidents and incidents.
• Prepare departmental reports, track KPIs and keep SOPs up to date.

Required profile

• Diploma or degree in Hospitality Management, Hotel Management, Tourism Management or an equivalent qualification.
• At least 5 years of experience in the hotel or hospitality industry, including 2-3 years in a supervisory or managerial position in Front Office, Housekeeping or Rooms Division.
• Experience managing teams, budgets, guest complaints and room inventory; experience with IHG standards is an advantage.

Required skills

• Property Management Systems, preferably Opera or equivalent.
• Knowledge of IHG brand standards, quality assurance and guest satisfaction platforms.
• Understanding of room revenue management, occupancy, ADR and RevPAR.
• Proficiency in Microsoft Office, especially Excel, Word and Outlook.