| Detail | For this role |
|---|---|
| Department | Hospitality |
| Level | Manager |
| Reports to | Hotel General Manager |
| Direct reports | Front Office Manager, Executive Housekeeper, Reservations Manager |
| Experience | 8 to 12 years in rooms operations |
Rooms Division Manager job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Rooms Division Manager
Department: Hospitality
Reports to: Hotel General Manager
Location: [City], [office, branch or site]
About the role
A Rooms Division Manager heads the rooms side of a hotel, covering front office, housekeeping and reservations. They own room readiness, guest satisfaction and the revenue and cost of the rooms business. The role reports to the Hotel General Manager or Resident Manager and leads the front office and housekeeping managers. A good Rooms Division Manager keeps rooms clean, ready and sold, guests well looked after and the two biggest operating departments working smoothly together.
Key responsibilities
- Lead the front office, housekeeping and reservations teams as one rooms division.
- Own room readiness, cleanliness and the arrival and departure experience.
- Drive room revenue, occupancy and guest satisfaction with the wider team.
- Control rooms division cost, staffing and supplies against the budget.
- Coordinate front office and housekeeping so rooms are ready when guests arrive.
- Set and audit service and cleanliness standards across the division.
- Handle escalated guest complaints related to rooms and stays.
- Plan rosters and staffing for occupancy swings and peak seasons.
- Review rooms performance, scores and cost with the General Manager.
- Develop the front office and housekeeping managers and their teams.
Requirements
- Degree or diploma in hotel management
- Strong front office and housekeeping experience
- Rooms leadership record
- 8 to 12 years in rooms operations
KRAs and KPIs for a Rooms Division Manager
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Guest satisfaction | Rooms division guest scores held above the agreed level |
| Room readiness | Rooms ready for arrival within the standard with no delay to guests |
| Occupancy support | Division supports occupancy and rate targets set with revenue |
| Cost control | Rooms division cost and cost per room held within budget |
| Standards | Service and cleanliness audits meet the standard consistently |
Skills and tools
Tools used day to day: Property management system, Channel manager, Housekeeping app, MS Excel, Guest feedback tools.
Reporting line and career path
Next roles: Resident Manager, Hotel General Manager, Cluster Operations Manager
Interview questions for a Rooms Division Manager
- How do you get front office and housekeeping to work as one team?
- How do you keep rooms ready during a high occupancy morning?
- How do you control rooms cost without hurting the guest experience?
- How do you handle an escalated complaint about a room?
- How do you plan staffing across a sharp occupancy swing?
- How do you develop your front office and housekeeping managers?
Managing a Rooms Division Manager in ZeniaHR
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What does a Rooms Division Manager do?
A Rooms Division Manager heads the rooms side of a hotel, covering front office, housekeeping and reservations. They own room readiness, guest satisfaction and the revenue and cost of the rooms business, coordinate the two biggest departments and handle escalated room complaints, reporting to the General Manager or Resident Manager.
What is the rooms division in a hotel?
The rooms division is the group of departments that sell and service guest rooms: front office, housekeeping and usually reservations. It is the largest revenue and staffing part of most hotels. The Rooms Division Manager runs these departments together so rooms are sold, ready and serviced well.
What qualifications does a Rooms Division Manager need?
Most Rooms Division Manager roles ask for a degree or diploma in hotel management with strong front office and housekeeping experience and eight or more years, including rooms leadership. The ability to run two large departments together and keep guest scores high matters most.