manager, rooms division 17790

The Rooms Division Manager oversees the overall operations of Front of House, Housekeeping, and Laundry departments, ensuring the highest standards of personalized guest service and operational efficiency. This role ensures every aspect of the guest journey, from arrival to departure is handled with warmth, precision, and professionalism that reflects the One&Only brand.

By leading, training, and motivating a diverse team, the Rooms Division Manager is responsible for maximizing guest satisfaction, departmental performance, and profitability, while maintaining a refined and welcoming atmosphere across all guest touchpoints.

Key Duties and Responsibilities

• Define and implement a seamless and personalized service standard across Front Office, Housekeeping, and Laundry.

• Ensure all guest arrivals and departures are executed flawlessly, unique to the One&Only Kea Island experience.

• Oversee the handling of guest requests, preferences, and special occasions, ensuring timely and thoughtful responses.

• Actively engage with guests throughout their stay, building relationships and ensuring personalized attention.

• Promote, plan, and coordinate special experiences such as private dinners, weddings, and vow renewals.

• Review guest feedback and implement continuous improvement initiatives to enhance service quality.

• Manage all aspects of Front Office functions including Reception, Concierge, Bell/Door, and Guest Relations.

• Ensure professional handling of all guest communications, both internal and external.

• Supervise room assignments, upgrades, and allocation to optimize occupancy and guest satisfaction.

• Maintain accurate guest profiles and histories in Opera PMS.

• Oversee billing, check-in/check-out processes, and ensure accuracy in financial transactions.

• Coordinate with Transportation and Buggy Service Teams for guest arrivals, departures, and transfers.

Housekeeping Operations

• Oversee the cleanliness and maintenance of all guest rooms, villas, and public areas, ensuring they meet One&Only standards.

• Implement effective room inspection and quality control systems.

• Manage daily room allocations, turndown services, and special cleaning requests.

• Ensure the Housekeeping team adheres to safety, hygiene, and uniform standards.

• Collaborate with Engineering to report and follow up on maintenance issues.

• Maintain adequate inventory of linens, amenities, and supplies with efficient cost control.

Laundry Operations

• Supervise all laundry processes including guest laundry, staff uniforms, and linen operations.

• Ensure quality control standards for cleanliness, stain treatment, and fabric care.

• Oversee proper maintenance and operation of laundry machinery and equipment.

• Implement sustainable and efficient laundry practices to reduce waste and operational costs.

• Coordinate uniform issuance and ensure all staff uniforms are maintained to brand standard.

Leadership & Team Development

• Lead and motivate a diverse team across multiple departments to achieve high levels of engagement and performance.

• Conduct regular training programs on service excellence, grooming, safety, and brand standards.

• Foster teamwork, communication, and professional growth within and between departments.

• Conduct regular meetings to review departmental performance, challenges, and action plans.

• Maintain a visible management presence throughout the resort.

Administration

• Develop departmental SOPs and ensure full compliance across Front Office, Housekeeping, and Laundry.

• Manage departmental budgets, cost controls, and inventories to achieve financial goals.

• Ensure all operations comply with health, safety, and environmental standards.

• Handle emergency situations effectively and participate in crisis management and fire safety procedures.

• Support the Resort Management Team by performing Duty Manager shifts as required.

Skills, Experience & Educational Requirements

• Degree or Diploma in Hospitality Management or a related field.

• Minimum 3 years’ experience in a similar Rooms Division leadership role within luxury hospitality.

• Strong knowledge of Front of House, Housekeeping, and Laundry operations.

• Proficient in Opera PMS and Microsoft Office Suite.

• Strong leadership, organizational, and communication skills.

• Excellent command of English; additional languages are an advantage.

• Proven ability to manage and motivate large teams with diverse skill sets.

• Strong understanding of budgeting, inventory control, and cost management.

• Passionate about delivering exceptional guest experiences with attention to detail and personalization.