Position Summary
The Rooms Division Manager is responsible for the strategic leadership and daily operations of the Front Office and Housekeeping departments. This role ensures the highest standards of luxury service, operational efficiency, and financial performance while fostering a supportive culture for the Rooms team. As a key member of the leadership team, you will bridge the gap between guest satisfaction and bottom-line profitability.
Core Responsibilities
Leading the Rooms Operations Team
- Departmental Oversight: Provide direct leadership to the Front Office and Housekeeping teams to ensure seamless coordination between arrivals, departures, and room readiness.
- Standards of Excellence: Implement and maintain luxury service standards across all touchpoints.
- Strategic Planning: Conduct daily briefings and weekly department manager/supervisor meetings to align goals and address operational bottlenecks.
- Quality Control: Perform regular inspections of guest rooms, public spaces, and "back of house" areas to ensure meticulous upkeep and brand consistency.
Managing Profitability
- Revenue Optimization: Work closely with Revenue Management to maximize RevPAR through strategic upsell programs at the Front Desk and effective inventory management.
- Labor Management: Analyze productivity reports and adjust scheduling based on occupancy fluctuations to meet labor cost targets without compromising service.
- Budgetary Control: Oversee the Rooms Division budget, including P&L responsibility, Capex planning, and the procurement of linens, guest amenities, and cleaning supplies.
- Asset Protection: Monitor Housekeeping inventory and maintenance schedules to extend the life of hotel assets and minimize loss/damage.
Human Resources Activities and Administration
- Talent Development: Lead the recruitment, onboarding, and continuous training of Rooms colleagues, focusing on luxury service cues and emotional intelligence.
- Performance Culture: Conduct regular performance reviews, provide constructive coaching, and identify high-potential employees for future leadership roles.
- Engagement: Promote a positive work environment through active listening, conflict resolution, and recognition programs to maintain high retention rates.
- Compliance: Ensure all departmental practices adhere to local employment standards and health and safety regulations.
- Commission & Reporting: Oversee the accurate tracking and reporting of hotel and group commissions
Guest Experience
- Personalization: Review daily arrival reports to identify VIPs and returning guests, ensuring amenities and pre-arrival requests are flawlessly executed.
- Group Coordination & Execution: Oversee the creation and management of group blocks and rooming lists; Ensure accuracy, organization, and proper structure of all group reservations and billing setups; Act as the primary on-property contact for groups, maintaining strong relationships with organizers.
- Recovery: Act as the primary point of contact for guest feedback; empower the team to resolve issues instantly and track trends to prevent recurrence.
- Presence: Maintain a visible presence in the lobby during peak periods to interact with guests and support the Front Office team.
- Innovation: Continuously seek new technologies or service enhancements to elevate the guest journey and stay ahead of luxury market trends.
Qualifications
- Industry Background: Minimum of 5 plus years of progressive leadership experience in Rooms Division operations, specifically within luxury or ultra-luxury hotel environments.
- Leadership Track Record: At least 3 years of experience as a Department Head (e.g., Front Office Manager or Executive Housekeeper) overseeing a large, diverse team.
- Systems Proficiency: Advanced knowledge of Property Management Systems (PMS) Opera Cloud, as well as housekeeping management software.
- Financial Literacy: Proven ability to interpret P&L statements, manage labor costs against fluctuating occupancy, and oversee multi-departmental budgets.
- Inventory Management: Experience in Capex planning and procurement for high-end linens, amenities, and operational supplies.
- Revenue Mindset: A strong understanding of RevPAR, ADR, and yield management strategies to support the Revenue Management team.
Requirements
- Flexibility: Ability to work a flexible schedule including mornings, evenings, weekends, and holidays, as dictated by hotel occupancy and VIP arrivals.
- Physical Presence: Capable of standing and walking for extended periods while conducting room inspections or maintaining a presence in the lobby during peak hours.
Salary Range: $90,000 - $110,000
Vacancy Status: New Position
Nobu Hotel Toronto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.
