Role Objective
Our
Client in Machakos is seeking a Dynamic and Customer Centric
Rooms Division Manager is responsible for
coordinating and overseeing entire Front Office, Housekeeping and Public Areas
activities and ensuring 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
the Hotel’s operational requirements.
Core Duties and Responsibilities
- Co-ordinates, directs, coaches and monitors
Front Office & Housekeeping resources and activities to achieve goals
- Seeks to maximise guest satisfaction levels at
all times by developing initiatives and future strategies
- All department operational tasks are completed
with a guest centric approach and to company standards
- Demonstrates 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.
- Develops and implements strategies to minimise
staff turnover and increase labour efficiencies
- Monitors day to day work activities, including
roster development and scheduling of general tasks across the department
- Liaises with HR regarding employee records and
employee relations issues
- Takes responsibilities for all department
revenue and expenses and recommends strategies to control costs
- Monitors seasonal expenditure in line with the
budgets 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 room reservations, group bookings, and
guest inquiries, and implementing strategies to optimize room revenue and
occupancy levels.
- Develop and implement guest service initiatives
and standards to enhance the overall guest experience, including
personalized service, VIP amenities, and special touches that exceed guest
expectations.
- Manage the housekeeping department, including
room attendants, supervisors, and laundry staff, to ensure cleanliness,
hygiene, and maintenance of guest rooms, public areas, and back-of-house
facilities.
- Implement and maintain quality assurance
standards for guest accommodations, including room cleanliness,
maintenance, and amenities, conducting regular inspections and audits to
ensure compliance with brand standards and guest satisfaction.
- Develop and implement strategies to maximize
room revenue and occupancy levels, including pricing strategies,
distribution channel management, and upselling initiatives, to achieve
revenue targets and
- Prepare and manage departmental budgets,
including staffing, operating expenses, and capital expenditures, to
achieve financial targets and control costs while maintaining service
quality and standards.
- Evaluate and implement technology solutions and
systems to streamline operations and enhance guest services.
- Ensure compliance with safety and security
procedures and regulations, including emergency preparedness, fire safety,
and guest security measures, to ensure the safety and well-being of guests
and staff.
- Collaborate with other hotel departments,
including sales, marketing, food and beverage, and maintenance etc, to
coordinate activities, share information, and ensure a seamless guest
experience across all areas of the hotel.
- Publishes all guest satisfaction results in a
timely fashion including all guest satisfaction forms, comment cards and
guest letters.
- Attends and responds timely to customer service
department request.
- Develops close relationships with guests
throughout their stay with the aim of gaining their loyalty.
- Must have the ability to anticipate guest needs,
change goals and direction quickly and multitask is essential to success
in this role.
- Understands the behavior patterns of regular
guests and issues instructions to the different teams within the
department.
- Communicate effectively and consistently with
the other departments and ensures that information circulates smoothly
between them.
- Completes daily room inspections to ensure all
standards are met and VIP rooms are in pristine condition.
- Ensures the rooms division department adheres to
all local authority\\’s guidelines and regulations.
- Takes part in or validates the recruitment of
all team members.
- Carries out annual performance appraisals on the
people directly under his/her responsibility, sets targets and provides
support for career development.
- Offers input to the marketing and commercial
action plan for the hotel.
- Carries out occasional checks on cash
operations, activity reports etc.
- Checks and analyses the dashboard charts
prepared by the Rooms Division Departments.
- Any other duties as assigned.
Job Specifications and Qualifications
- Diploma or Degree in Hospitality, Business
Management or related field.
- At least 5 years in a MICE setting as a Room
Divisions Manager
- Any other relevant professional certification is
an added advantage.
Key
Competencies
- Interpersonal Skills
- Leadership Skills
- Proactivity and Self Initiative
- Time Management Skills
- Excellent Communication Skills
- Ability to work under pressure
- Planning/Organising skills
- Professionalism
- High Integrity.
- Keen to details
How to Apply
If
interested in the position and meet the above requirements, kindly send your CV
on or before 23rd September 2025 to the email careers@emergeegressconsulting.com
and indicate the position applied for in the subject line. Only shortlisted
applicants will be contacted.
