Rooms Division Manager at Accor

• Own and manage the end-to-end guest accommodation experience, from pre-arrival preparation to departure and post-stay follow-up.
• Ensure all guests receive warm, professional, and personalized service, consistent with luxury resort standards.
• Personally oversee VIP, repeat, long-stay, and high-value guest experiences, ensuring recognition, preferences, and special arrangements are executed flawlessly.
• Act as the senior point of escalation for guest concerns and service recovery, ensuring swift, empathetic, and effective resolution.
• Monitor guest feedback, satisfaction scores, and online reviews, implementing corrective actions and continuous improvement initiatives.

• Guest rooms, suites, villas, and residences
• Public areas and back-of-house areas
• Linen, laundry, and uniform operations
• Ensure all rooms and public areas consistently meet luxury cleanliness, hygiene, and presentation standards.
• Establish, implement, and monitor Housekeeping SOPs, cleaning schedules, deep-clean programs, and preventive maintenance coordination.
• Conduct daily room inspections and resort walkthroughs to ensure readiness, attention to detail, and defect-free presentation.
• Work closely with Engineering to ensure timely maintenance, room turnaround efficiency, and asset preservation.
• Control Housekeeping inventory, linen par levels, cleaning supplies, and operating equipment to prevent loss and maintain cost efficiency.
• Lead training and development of Housekeeping teams with a focus on attention to detail, pride in presentation, and guest privacy.

• Seamless arrivals and departures
• Accurate room allocation and inventory control
• Effective guest communication and follow-up
• Ensure close coordination between Front Office and Housekeeping to maximize room availability, occupancy, and guest satisfaction.
• Provide leadership oversight of Spa, Recreation and Health Club operations to ensure alignment with overall guest experience standards.
• Coordinate closely with Security and Engineering to ensure guest safety, privacy, and uninterrupted resort operations.

• Lead, coach, and develop Department Heads and team members within the Rooms Division.
• Set and enforce high standards of professional conduct, grooming, uniform presentation, hygiene, and workplace discipline.
• Conduct regular departmental meetings focusing on service quality, guest feedback, and operational performance.
• Partner with People & Culture (P\&C) on recruitment, training, performance management, succession planning, and disciplinary processes.
• Foster a guest centric, accountable, and service-driven culture across all Rooms Division teams.

• Prepare, manage, and control the Rooms Division operating budget in collaboration with the Director of Operations and Director of Finance.
• Monitor and control labor costs, productivity ratios, operating expenses, and departmental profitability.
• Drive revenue optimization through effective room inventory management, forecasting, and collaboration with Revenue Management.
• Review and authorize discounts, upgrades, and service recovery gestures in line with resort policies and financial guidelines.
• Prepare and submit accurate operational, financial, and performance reports as required.

• VIP arrivals and departures
• Group and event movements
• Special guest requirements
• Operational challenges and risks
• Provide regular operational and guest experience updates to the Director of Operations, including performance trends and improvement initiatives.

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, colleagues and third parties that reflects highly on the hotel, the brand and the Company.
• Good writing skills
• Proficient in the use of Microsoft Office
• Problem solving, reasoning, motivating, organizational and training abilities
• A high energy level and a passion for achieving results
• Strong Leadership skills in managing teams to drive for results
• Ability to manage complex relationships
• A passion for delivering superior results
• Masters degree or Degree in Hotel Administration, Business Administration or equivalent
• At least 6 years of guest service / hotel experience with 3 years in a management capacity, or an equivalent combination of education and experience.

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