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Crowne Plaza Kuala Lumpur City Centre

Rooms Division Manager

Full-time

Kuala Lumpur, Federal Territory of...

F&B / Tourism / Hospitality

2 weeks ago

The Rooms Division Manager is responsible for overseeing the overall operations of the Front Office, Housekeeping, Guest Services, Concierge, and other Rooms Division functions. The role ensures exceptional guest experiences, operational efficiency, revenue optimization, and compliance with hotel standards while leading and developing the Rooms Division team.

Key Responsibilities

Operations Management

Oversee the daily operations of the Front Office, Housekeeping, Concierge, Bell Service, and Guest Relations.
Ensure smooth coordination between departments to deliver exceptional guest experiences.
Monitor and maintain hotel service standards, policies, and procedures.
Conduct regular inspections of guest rooms, public areas, and operational facilities.
Resolve guest complaints and service recovery issues promptly and professionally.

Guest Experience

Ensure high levels of guest satisfaction and loyalty.
Monitor guest feedback, online reviews, and satisfaction scores.
Implement action plans to improve service quality and guest experience.
Maintain a visible presence in guest areas to engage with guests and support the team.

Revenue & Financial Management

Collaborate with Revenue Management and Sales teams to maximize room revenue.
Monitor room inventory, occupancy, ADR, RevPAR, and forecasting reports.
Manage departmental budgets and control operational expenses.
Identify opportunities to increase revenue and improve operational efficiency.

Housekeeping Management

Ensure guest rooms and public areas meet cleanliness and brand standards.
Monitor room readiness and coordinate closely with Front Office on room availability.
Oversee inventory control and ordering of housekeeping supplies and equipment.
Ensure proper maintenance reporting and follow-up.

Front Office Management

Ensure efficient check-in, check-out, reservations, and guest service processes.
Monitor room allocation and guest requests.
Ensure compliance with cash handling and audit procedures.
Review daily reports and operational performance metrics.

Leadership & Team Development

Lead, coach, and develop Rooms Division employees.
Conduct performance evaluations and provide regular feedback.
Identify training needs and support employee development initiatives.
Foster a positive and productive working environment.
Ensure proper staffing levels and workforce planning.

Health, Safety & Compliance

Ensure compliance with hotel policies, brand standards, and local regulations.
Support emergency response procedures and crisis management plans.
Maintain workplace safety standards and promote a safe working environment.
Ensure compliance with security, fire, and health & safety requirements.

Administration & Reporting

Prepare operational reports, forecasts, and departmental performance reviews.
Analyze operational trends and recommend improvements.
Participate in management meetings and strategic planning sessions.
Monitor departmental KPIs and implement corrective actions when required.

Requirements

Bachelor's Degree or Diploma in Hospitality Management, Hotel Management, or related field.
Minimum 5–8 years of hotel operations experience with at least 2–3 years in a managerial role.
Strong knowledge of Front Office and Housekeeping operations.
Excellent leadership, communication, and interpersonal skills.
Strong problem-solving and decision-making abilities.
Knowledge of hotel PMS systems and Microsoft Office applications.
Ability to work flexible hours, including weekends and public holidays when required.

Key Performance Indicators (KPIs)