Directs the overall Rooms Division operations, maximising customer satisfaction levels, whilst optimising revenue, through the consistent application of quality, product, service, and fire life safety standards, in line with brand standards.
Oversee overall activities of Front Office, Housekeeping, Concierge / Bell, Laundry and Service Centre.
Monitor the associates of these operations to ensure guests receive prompt, cordial attention and personal recognition, in line with corporate policies and standards at all times.
Action and follow up on feedback from the Mystery Shopper programme towards enhancing consistency of delivery of rooms services.
Manage and set targets for the Hotels Front Office Upselling Programme.
Control and analyze, on an on-going basis, Rooms Division revenues and costs including MODs to manage performance targets against budget and forecast.
Oversee the divisions training requirements, managing performance appraisals, and the development of high potentials.
Actively drive productivity initiatives, without negatively impacting customer service levels.