Rooms Division Manager

About the role

The Rooms Division Manager supports the Front Office Manager in overseeing daily front‑office operations, including bell staff, switchboard, and guest services. The role ensures smooth check‑in/check‑out processes, guest satisfaction, and financial performance of the department.

Key responsibilities

• Manage day‑to‑day front office activities, maintaining quality standards and meeting customer expectations.
• Handle guest complaints, resolve disputes, and ensure a positive guest experience.
• Supervise staffing levels, schedule shifts, and cover duties in the absence of senior front office managers.
• Monitor and enforce credit policies, room revenue selling procedures, and occupancy controls.
• Communicate business objectives, recognize performance, and provide coaching to staff.
• Participate in hiring, orientation, and progressive discipline processes.

Required profile

• High school diploma or GED with at least 2 years of guest‑services or front‑desk experience, OR a 2‑year degree in Hotel & Restaurant Management, Hospitality, Business Administration, or related field.
• Ability to lead, influence, and build trust among team members.
• Strong communication skills and a focus on customer satisfaction.