The Rooms Division Manager in Diani is responsible for the strategic leadership, operational excellence, and financial performance of the Rooms Division, which encompasses Front Office, Housekeeping, and Reservations. This role ensures seamless guest experiences, optimal room inventory utilization, effective cost control, high service quality, and full compliance with brand standards, internal controls, and statutory requirements. The position is critical in aligning rooms operations with commercial objectives, guest satisfaction targets, and overall resort profitability.
Key Responsibilities
- Lead and coordinate Front Office, Housekeeping, and Reservations to ensure smooth operations and consistent service excellence across the full guest journey.
- Oversee front desk, guest relations, arrivals/departures, VIP handling, complaint resolution, and service recovery processes.
- Ensure high standards of cleanliness, room readiness, public area presentation, and housekeeping quality controls.
- Manage reservations and room inventory, ensuring booking accuracy, rate integrity, and optimized occupancy and revenue performance.
- Enforce SOPs, operational controls, audits, and compliance with health, safety, legal, and company standards.
- Manage Rooms Division budgets, cost controls, payroll efficiency, and financial performance against targets.
- Lead, coach, and develop Rooms Division teams, ensuring proper staffing, training, performance management, and discipline.
- Monitor and drive KPIs including guest satisfaction, reputation scores, occupancy, ADR/RevPAR, turnaround times, and audit results.
Key Qualifications and Requirements
- Bachelor’s degree in Hospitality Management, Hotel Administration, or a related field.
- A minimum of 7 years’ Rooms Division experience, including at least 5 years in a managerial role.
- Strong Front Office and Housekeeping background with required exposure to reservations and revenue.
- Proven experience working in a resort or high-volume hospitality environment.
- Proficiency in Property Management Systems (PMS) such as Opera or similar systems, MS Office, and reporting tools.
- Possess strong leadership and people management capability.
- Solid operational and financial acumen complemented by a detail-oriented control mindset.
- Excellent communication, guest engagement, and multi-priority management skills, supported by commercial and data-driven decision making abilities.
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