Introduction

Are you a hospitality leader with a passion for delivering exceptional guest experiences? We are looking for a Room Division Manager to oversee the Front Office operations of our luxury hotel. This role is pivotal in ensuring seamless guest services, optimizing team performance, and maintaining high operational standards. If you have strong leadership skills, a keen eye for detail, and a commitment to excellence, this could be your next career move!

Key Responsibilities

Strategic Leadership & Operations Management

1. Oversee the entire Front Office department, including Reception, Concierge, Bell Desk, Reservations, and Night Audit.
2. Develop and implement operational policies and procedures to enhance efficiency.
3. Ensure compliance with brand standards, safety regulations, and legal requirements.
4. Monitor daily room inventory, occupancy, and revenue performance.
5. Collaborate with Housekeeping, Sales, and F&B departments for smooth inter-departmental coordination.
6. Analyze guest feedback and market trends to improve service quality.
7. Prepare and manage the Front Office budget, controlling costs without compromising service.
8. Implement upselling strategies to maximize room revenue and RevPAR.
9. Conduct regular performance audits to ensure service excellence.
10. Lead crisis management in case of emergencies or guest complaints.

Team Management & Development

11. Recruit, train, and mentor Front Office staff (Supervisors, Receptionists, Concierge, etc.).
12. Conduct performance reviews and provide constructive feedback.
13. Schedule staff shifts to ensure optimal staffing levels.
14. Foster a positive work environment with high employee engagement.
15. Organize training programs to enhance team skills (hospitality, software, communication).
16. Address employee grievances and resolve conflicts professionally.
17. Recognize and reward outstanding employee performance.
18. Ensure adherence to hotel policies, grooming, and hygiene standards.
19. Promote a culture of teamwork, accountability, and guest-centric service.
20. Develop succession plans for key Front Office roles.

Guest Experience & Service Excellence

21. Ensure personalized, prompt, and courteous service for all guests.
22. Handle VIP guest arrivals, special requests, and complaints with discretion.
23. Monitor guest satisfaction scores (GSS, NPS, online reviews) and implement improvements.
24. Maintain strong relationships with repeat guests and corporate clients.
25. Oversee check-in/check-out processes to minimize wait times.
26. Ensure accurate billing, invoicing, and payment processing.
27. Resolve guest disputes or service failures with effective solutions.
28. Coordinate special amenities, room upgrades, and loyalty program benefits.
29. Maintain high standards of cleanliness and presentation in the Front Office area.
30. Ensure seamless communication between Front Office and other departments.

Technology & Systems Management

31. Oversee the use of Property Management Systems (PMS), POS, and CRM tools.
32. Ensure data accuracy in reservations, guest profiles, and billing systems.
33. Train staff on new software updates and digital tools.
34. Monitor online booking channels and OTA integrations.
35. Implement contactless check-in/check-out solutions where applicable.
36. Troubleshoot technical issues related to Front Office systems.
37. Ensure cybersecurity and data privacy compliance for guest information.

Financial & Reporting Duties

38. Prepare daily, weekly, and monthly occupancy and revenue reports.
39. Analyze ADR, RevPAR, and other KPIs to optimize performance.
40. Control Front Office expenses (stationery, supplies, labor costs).
41. Verify cashier reports, petty cash, and financial reconciliations.
42. Work with the Finance team to ensure accurate billing and accounting.
43. Identify cost-saving opportunities without affecting guest satisfaction.

Compliance & Safety

44. Ensure adherence to local laws, labor regulations, and hotel policies.
45. Conduct fire safety drills and emergency preparedness training.
46. Maintain confidentiality of guest and employee records.
47. Monitor key control and security protocols for guest safety.
48. Ensure PCI-DSS compliance for payment processing.

Miscellaneous Duties

49. Represent the hotel in industry events, trade shows, and networking forums.
50. Stay updated on hospitality trends, competitor strategies, and technological advancements.

Conclusion

The Room Division Manager (Front Office) plays a critical role in shaping the guest experience and operational success of our hotel. If you are a dynamic leader with a proven track record in hospitality, we invite you to apply now and join our team of professionals dedicated to excellence in service!

Interested candidates? Submit your resume today and take the next step in your hospitality career!