Rooms Division Manager – Franschhoek

Key Responsibilities:

Guest Experience & Service Excellence:

• Oversee all aspects of the guest journey, from check-in to departure, ensuring a warm, seamless, and luxurious experience.
• Continuously monitor guest satisfaction metrics, proactively addressing feedback and implementing improvements.
• Handle guest concerns and special requests with professionalism, ensuring quick and effective resolution.
• Collaborate with the Front Office and Concierge teams to curate personalized experiences for VIP guests and returning visitors.
• Ensure that all public areas, rooms, and amenities meet the hotel’s 4-star luxury standards and are consistently maintained to exceed guest expectations.

Operations & Departmental Management:

• Lead and oversee the daily operations of Front Office, Housekeeping, Guest Services, and Maintenance, ensuring flawless coordination between departments.
• Develop, implement, and continuously improve Standard Operating Procedures (SOPs) to enhance efficiency and guest satisfaction.
• Maintain an active presence throughout the hotel, conducting regular inspections of rooms, public areas, and facilities to ensure the highest standards are upheld.

  Develop and enforce preventative maintenance schedules to preserve the hotel’s infrastructure and ensure all systems operate efficiently.

• Work alongside the Maintenance team to proactively address any facility-related issues, ensuring the hotel remains in pristine condition.

Team Leadership & Staff Development:

• Recruit, train, mentor, and inspire a high-performing team across all Rooms Division departments.
• Conduct regular performance reviews, providing constructive feedback and opportunities for professional growth.
• Foster a culture of excellence, accountability, and teamwork, ensuring staff are motivated and aligned with the hotel’s vision.
• Ensure that all employees are well-versed in brand standards, emergency procedures, and guest service protocols.

Revenue & Budget Management:

• Work in close collaboration with the Revenue and Sales team to maximize room occupancy, optimize pricing strategies, and drive revenue growth.
• Oversee departmental budgets, ensuring cost control measures without compromising guest experience or service quality.
• Manage inventory and procurement for guest supplies, housekeeping essentials, and maintenance materials, ensuring efficient stock control.

Property Maintenance & Facility Management:

• Oversee building maintenance, repairs, and energy efficiency programs to ensure a safe, well-maintained, and visually appealing hotel environment.
• Ensure timely execution of preventative maintenance plans to minimize disruptions and costly repairs.
• Monitor and manage relationships with third-party service providers, ensuring quality workmanship and adherence to service agreements.
• Work with the General Manager to identify and execute upgrades, refurbishments, and capital improvement projects.

Compliance, Health & Safety:

• Ensure that all operations comply with health, safety, and hygiene regulations, including fire safety and environmental sustainability practices.
• Conduct regular risk assessments in collaboration with Maintenance and Housekeeping teams.
• Uphold the hotel’s compliance with local regulations, brand standards, and 4-star grading requirements.

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Qualifications & Experience:

• Diploma or Degree in Hospitality Management, Facilities Management, or related field.
• Minimum of 3-5 years’ experience in a senior Rooms Division or Front Office role within a 4-star or 5-star hotel.
• Strong knowledge of front office operations, housekeeping, and facility maintenance.
• Experience with hotel property management systems (PMS) such as Opera, Protel, or similar.
• Exceptional leadership, communication, and problem-solving skills.
• Proven experience in budgeting, cost control, and financial management.
• Strong understanding of guest relations, service excellence, and facility management best practices.
• Ability to work under pressure, multitask, and maintain a hands-on approach to operations.