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JOB DESCRIPTION

ROOMS DIVISION MANAGER

Hotel: ibis Styles Kuala Lumpur Fraser Business Park
Department: Rooms Division
Reports To: General Manager
Supervises: Front Office Manager and Housekeeping Manager

Job Summary

The Rooms Division Manager is responsible for overseeing the overall operations of the Front Office and Housekeeping Departments, ensuring operational efficiency, excellent guest satisfaction, cost control and compliance with Accor brand standards.

Key Responsibilities

1. Department Operations

• Oversee daily Front Office and Housekeeping operations.

• Ensure smooth coordination between both departments.

• Monitor room readiness, cleanliness, maintenance issues and guest arrivals.

• Ensure operational procedures and service standards are consistently maintained.

2. Guest Experience & Satisfaction

• Ensure excellent guest service throughout the guest journey.

• Handle major guest complaints and service recovery.

• Monitor guest feedback, online reviews and guest satisfaction scores.

• Implement corrective actions to improve guest experience.

3. Front Office Management

• Supervise the Front Office Manager and monitor departmental performance.

• Ensure proper check-in, check-out, payment collection and billing procedures.

• Monitor OPERA Alerts, Traces, room assignments and operational compliance.

• Ensure effective communication, shift handovers and daily briefings.

• Monitor guest loyalty recognition and enrolment performance.

4. Housekeeping Management

• Supervise the Housekeeping Manager and monitor cleanliness standards.

• Ensure guest rooms and public areas meet Accor brand standards.

• Monitor room productivity, linen inventory, amenities and housekeeping supplies.

• Ensure proper Lost & Found procedures and documentation.

• Coordinate with Engineering on maintenance issues and room defects.

5. Financial & Cost Management

• Prepare and monitor departmental budgets and operating expenses.

• Control manpower costs, overtime and departmental expenditure.

• Monitor productivity and implement cost-saving initiatives.

• Ensure efficient utilisation of resources without compromising service quality.

6. People Management & Development

• Provide leadership and guidance to Front Office and Housekeeping teams.

• Monitor manpower planning, staff rosters and departmental productivity.

• Conduct performance reviews and identify training needs.

• Ensure staff discipline, grooming and professional conduct.

• Work closely with People & Culture on recruitment, training and employee relations.

7. Brand Standards, Safety & Compliance

• Ensure compliance with Accor brand standards, SOPs and audit requirements.

• Monitor corrective actions arising from internal and brand audits.

• Support Green Key sustainability initiatives and environmental practices.

• Ensure workplace safety, hygiene and emergency procedures are followed.

• Maintain proper operational records and documentation.

8. Reporting & Communication

• Conduct regular meetings with the Front Office and Housekeeping Managers.

• Review departmental KPIs, guest feedback and operational challenges.

• Ensure effective communication and coordination with other departments.

• Submit operational reports and recommendations to the General Manager.

Key Performance Indicators (KPIs)

• Guest satisfaction scores and complaint resolution.

• Room cleanliness and room readiness performance.

• Front Office service efficiency and payment compliance.

• Housekeeping productivity and cost per occupied room.

• Labour cost and overtime control.

• Accor brand audit and internal audit compliance.

• Employee performance, training and engagement.

• Loyalty programme performance.

Reporting Structure

General Manager
↓
Rooms Division Manager
↓
Front Office Manager / Housekeeping Manager
↓
Assistant Managers / Supervisors / Operational Teams

Accountability

The Rooms Division Manager is accountable for the overall performance of both Front Office and Housekeeping. While the respective Department Heads remain responsible for their daily operations, the Rooms Division Manager must provide leadership, monitor performance, resolve interdepartmental issues and ensure both departments operate efficiently and consistently.

Job Requirements

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

• Minimum 5 years of hotel operations experience, preferably with Front Office and Housekeeping management exposure.

• Strong leadership, communication and problem-solving skills.

• Good knowledge of hotel property management systems, preferably OPERA.

• Understanding of Accor brand standards, guest experience and operational compliance.

• Ability to manage multiple departments, control costs and drive operational improvements.

Key Goal:
Deliver good service