Rooms Division Manager

Job Description

You’re the expert when it comes to taking care of business with a smile. A leader who multi-tasks, inspires great teams, is a business guru and drives innovation, sometimes all at the same time. You’re a role model, good-humoured, but no-nonsense… in a refreshingly down-to-earth way. So are we. You see, we’re quintessentially Australian in a ‘No Worries, Be Happy’ kind of way. We’re all on a first name basis and we know there’s nothing we can’t achieve when we work together as a team. Does this sound like your kind of place? We’ve got a seat with your name on it. You move fast, think faster and rarely break a sweat under pressure, whether providing professional customer service or multitasking. It’s why we want you on our team in Melbourne, Australia. We’re going places and we value people who wake up with a positive mindset, roll up their sleeves and make the most of whatever comes your way. As Rooms Division Manager, responsibilities include but are not limited to: Operations & Guest Service Provide a professional, advisory and executive support service to the General Manager to assist in meeting the strategic goals of the hotel. Control and monitor availability of rooms, room types and rate categories. Oversee the inspection of VIP rooms and suites. Align plans with business strategy, understand short and long term impact of business decisions, demonstrate knowledge of and educate others about how one’s work aligns with the overall business strategy and ultimately shareholder value. Collect and analyse data to make customer focused business decisions, ensure team members understand and exceed customer expectations. Add value through revenue growth and operational efficiency through process improvement; understand and focus on the key drivers of sales, team and customer satisfaction, profitability and quality. Ensure any programs in place to manage VIPs/return guests are being managed effectively by front office team. Revenue management, hold and attend yield meetings in conjunction with reservations team. Organise multiple projects for the rooms division teams, manage and prioritise multiple tasks and meet deadlines. Maintain administrative systems and procedures. Analyse, evaluate and implement recommendations to improve overall performance. Be involved in areas of the business as directed by the General Manager and provide back up support to the General Manager. Maintain as a priority a physical and focused presence at your hotel front desk and other guest facing areas. Increase guest loyalty by building productive guest relationships, accountable for guest/customer satisfaction and loyalty. Ensure that the “Go MAD” philosophy is established, monitored, encouraged and reinforced during all guest interactions, across all departments under your supervision. Action service recovery to rectify dissatisfied guest situations, using appropriate interpersonal skills to reduce tension or conflict between team members and/or guests to ensure an acceptable outcome is reached. Encourage and role model; SNAP! - Smile, Name, Attention to detail & Personality through all guest interactions. It is expected that the General Manager/Hotel Manager will personally meet and greet key VIP guests arriving and departing at your hotel. Where this is not possible you are responsible for ensuring that this has been appropriately delegated to a senior member of your team and that VIP procedures are in place. Ensure that TripAdvisor comments are responded to in a personalised manner on a daily basis. Review and update the policies, standards and guidelines as required. Ensure rosters are completed and conform to relevant legislative guidelines. Ensure all standard policies and procedures are adhered to in relation to purchasing, Human Resources, stores and cashiering. Comply with and enforce all TFE Hotels policies and procedures and information as outlined in the Team Handbook and the Code of Conduct. Financial Budgets & Cost Control Implement strategies aimed at cost maximisation, productivity maximisation without reduction of brand standards. Prepare forecast and monthly reports. Develop, recommend, implement, and manage the rooms division’s annual budget, business plan, forecasts and objectives to meet and exceed targets. Understand the meaning and implications of key internal and external financial indicators, manage overall financial performance, use sound financial analysis to evaluate strategic and investment options. Prepare rosters for team ensuring effective coverage whilst maintaining cost effectiveness and ensuring they are done in a designated time frame. Liaise with maintenance to ensure regular inspections of equipment are carried out, with required work being completed on a timely basis. In conjunction with the Finance Department and Hotel/General Manager, responsible for setting and meeting financial forecasts and budgets; whether the department is revenue and profit producing or focused on cost control. In conjunction with the Finance Department and Hotel Managers, Prepare monthly outlook/forecast reports and achieve outlooks, budgets and manpower forecasts. Ensure control of operating expenses, wages and benefits, and cost of sales and ensure they are within budget guidelines. Team Focus Oversee Human Resource functions, ensuring the recruiting, training, and retaining of team members is in line with budgeted manning levels and remuneration, ensuring the health and safety of hotel team members at all times. Responsible for the effective induction, orientation, performance management, and upkeep of accurate team member records is maintained throughout the rooms division department. Develop an inspiring and positive work environment that engages the team and maximises team productivity and “Go MAD Service”. Oversee the recruitment function of the departments that report to you, ensuring that every new team member is carefully assessed to productively fit into the hotel team. Coordinate, drive and deliver all people and learning initiatives in the hotel (GoMAD, VIPs etc.). Maintain team retention above industry benchmarks on an annual basis. Ensure immediate and effective induction, orientation, training, and performance management of the team. Maintain accurate Team Member records on site. Encourage open dialogue in the hotel and 2-way communication with team members. Provide guidance, coaching and feedback to enhance team member performance or address performance issues or situations of conflict in a timely manner. Role model the Five Practices of Exemplary Leadership. Participate in the review of Talent Review Matrix and Succession Plan on a quarterly basis. We want you to help run the show and in return, we promise TFE will be yours to make. Base Salary between $75,000 to $77,000 per annum. Life at TFE is brimming with possibility. We’re the only international hotel group headquartered in Sydney, and we’re looking for passionate people ready to dive in and move with us. Today, we have seven brands, with 69 hotels, in six countries… and we’re not stopping there, with 13 new hotels underway and more in the pipeline. Everyone at TFE is invited to take ownership and help shape our future. If you’re authentic, flexible and talented, you’ll find more than you expected, and we’ll support you every step of the way. #J-18808-Ljbffr