JOB PURPOSE The Rooms Division Manager is responsible for overseeing the Reception and Housekeeping departments, ensuring smooth daily operations, high standards of guest service and cleanliness, and effective team management. The role supports the General Manager in maintaining service standards, managing departmental costs and delivering an exceptional guest experience in line with The Stafford London's expectations. KEY POSITION RESPONSIBILITIES 1. Rooms Division Operations · Oversee the daily operations of Reception and Housekeeping, ensuring efficiency and high service standards. · Ensure check-in and check-out procedures are followed correctly and guest requests are handled promptly. · Maintain high standards of cleanliness, presentation and room readiness. · Monitor room availability and coordinate with Reservations and Housekeeping. · Resolve guest concerns professionally and ensure appropriate follow-up. 2. Team Leadership and Development · Lead, support and motivate the Reception and Housekeeping teams. · Assist with recruitment, onboarding, training and development. · Monitor team performance and address issues where necessary. · Ensure appropriate staffing levels and effective shift planning. · Promote teamwork, accountability and a positive working environment. 3. Guest Experience and Service Standards · Ensure guests receive personalised and professional service throughout their stay. · Maintain the highest standards of hospitality in line with The Stafford London's expectations. · Monitor guest feedback and identify opportunities for improvement. · Handle complaints and service recovery effectively. · Work with other departments to ensure guest preferences and special requests are met wherever possible. 4. Financial and Administrative Management · Support the General Manager in managing departmental budgets and operational expenses. · Monitor labour costs and identify opportunities to improve efficiency. · Identify opportunities to control costs and improve room revenue and occupancy. · Ensure relevant reports, records and administrative tasks are completed accurately. · Maintain the confidentiality and security of guest and business information. 5. Communication and Departmental Collaboration · Work closely with the General Manager and Heads of Department to support smooth hotel operations. · Maintain effective communication between Reception, Housekeeping and other departments. · Ensure accurate handovers and timely sharing of operational information. · Attend meetings and provide updates on departmental performance and operational matters. 6. Health, Safety and Compliance · Ensure departmental procedures comply with hotel policies and relevant health and safety requirements. · Ensure team members follow security, hygiene and operational procedures. · Report accidents, hazards, maintenance issues and security concerns promptly. · Ensure team members complete required training and follow hotel standards. 7. General · Uphold the standards, values and service ethos of The Stafford London at all times. · Maintain a professional appearance and lead by example. · Support the General Manager with operational tasks and projects as required. · Attend training sessions and departmental meetings as required. · Undertake any other reasonable duties requested by the General Manager that are consistent with the role. KEY PERFORMANCE INDICATORS · Consistently high standards of guest service and satisfaction. · Positive guest feedback and effective complaint resolution. · High standards of cleanliness, room presentation and readiness. · Effective leadership, training and development of both teams. · Effective management of staffing levels, labour costs and departmental expenses. · Achievement of departmental operational and financial objectives. · Compliance with hotel procedures, health and safety requirements and service standards. · Effective communication and collaboration across departments. PERSON SPECIFICATION Experience and Knowledge · Previous experience in a senior management role within a luxury hotel is essential. · Experience overseeing Reception and Housekeeping operations is essential. · Experience using OPERA Property Management System (PMS) is essential. · Good understanding of guest services, room operations and hotel service standards. · Experience managing departmental budgets, labour costs and operational expenses. · Knowledge of health and safety, security and hotel procedures. Skills and Attributes · Strong leadership and team management skills. · Excellent communication and interpersonal skills. · Highly organised, with strong attention to detail. · Strong problem-solving and decision-making skills. · Ability to manage competing priorities and achieve business objectives. · Professional, positive and guest-focused approach. · Discretion when handling confidential information. · Flexible and proactive approach to operational requirements. · Ability to work effectively with colleagues across all hotel departments. Qualifications · A relevant qualification in Hospitality or Hotel Management is desirable. · Relevant experience may be considered in place of formal qualifications. TPBN1_UKCT
Room Divisions Manager employer: The Stafford Collection
The Stafford London is an exceptional employer that values its team members by fostering a collaborative and supportive work culture. With a focus on employee growth, we offer numerous opportunities for professional development and advancement within the hospitality industry. Located in the heart of London, our hotel provides a unique environment where you can thrive while contributing to a prestigious establishment known for its excellence.
