Company Description
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Job Description
Rooms Division Manager - Movenpick Kigali Rwanda
BASIC FUNCTION
This position is responsible for the planning, supervision and management of all sections of rooms department to ensure that the overall service standards delivery is maintained in accordance to the Hotel’s strategic plan and standard.
Under the guidance and supervision of the general manager, and within the limits of the established Movenpick Kigali policies and standard, his/her responsibilities are to provide efficient, personalized, courteous and punctual service and to practice up-selling techniques. To work with a team spirit and to ensure that each guest leaves the property fully satisfied and with the wish to return back.
SCOPE
Must be thoroughly familiar with all Accor corporate and local Operational Standards and ensure they are followed. Must assist all the guests with their needs and enquiries according to our hotel standards in order to ensure guest satisfaction in the accomplishment of their objectives. Must assist in accomplish obligations and goals as outlined below:
Prepare and analyze monthly P&L and month-end reports of the department, identify deviation from business plan goals.
Work with the Finance in the preparation and management of the department’s budget and financial forecasts.
Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department.
Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals.
Tour hotel daily, audit team members’ adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed.
Conduct line-ups, review all information pertinent to the day’s business
Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business
Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues
Analyze market trends and review clientele to work on upsell opportunity to increase the hotel’s revenue
Monitor and handle guest complaints in an expedient and effective manner
Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures
Review all out-of-order rooms daily with respective departments to determine most status and estimated date for return to room inventory
Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.
Ensure prompt and efficient follow up on guests’ requests. Ensure communication with other departments is efficient according to hotel standards.
Monitors timing on guest response for working orders and take actions for enhancing it.
Shares with all departments heads performance results and works together to find solution for enhancing performances.
Ensure that telephone standards are met.
Conducts, daily, rooms’ inspections to ensure that guests’ expectations are met.
Meets repeated guests to ensure a memorable stay throughout hotel facilities.
Act as link between the guests and the other services to enhance the guests’ recognition throughout the resort.
Promotes throughout the departments and holds regular meetings.
Monitor and enhancing guests feedback results in “staff responsiveness to guest’s needs”.
Evaluates staff and carries out performance appraisals as required.
Conducts daily briefings and monthly meetings.
Takes part in hiring, counselling and dismissing of staff
Plan for future staffing needs
Interview, select and recruit direct reports
Identify and develop team members with potential. Mentor and train appropriate employees for upward growth
Constantly monitor team members’ appearance, attitude and degree of professionalism
Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
Prepare payroll and gratuity reports
Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication
Be well versed in hotel fire & life safety/emergency procedures
Attend all briefings, meetings and trainings as assigned by management
Always maintain a high standard of personal appearance and hygiene
Perform other reasonable duties assigned by the Management of the Hotel
Competencies
Strong leadership, interpersonal and training skills
Good communication and customer contact skills
Results and service oriented with an eye for details
Ability to multi-task, work well in stressful & high-pressure situations
A team player & builder
A motivator & self-starter
Well-presented and professionally always groomed
Qualifications
Degree in Tourism & Hospitality Management
Minimum 3 years of relevant experience in a similar capacity
Excellent reading, writing and oral proficiency in English language
Ability to speak other languages and basic understanding of local languages will be an advantage
Good working knowledge of MS Excel, Word, & PowerPoint
High degree of professionalism with sound human resources management and business acumen capabilities
Additional Information
Internal: Works in harmony with all hotel employees, appliesrulesand providesbest service within the limit of the established job specification
External:All guests, suppliers/partners.
Materials: All machinery and equipment at Front Office
More detailed duties and responsibilities are listed below in the form of a checklist and are not meant to be complete.
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