Rooms Division Manager

We are looking for a Rooms Divison Manager to join our team!

If you are a person who enjoys leading a team, a dynamic work environment, socializing with people, and values organization, this is the perfect job for you!

Job Description

The Rooms Division Manager oversees the daily operations of the rooms departments, including Front Office and Housekeeping. This role is responsible for managing staff, ensuring exceptional guest experiences, and optimizing financial performance within the division. The ideal candidate will demonstrate strong leadership, focus on continuous improvement, and ensure compliance with company standards and guest service expectations. A passion for hospitality and operational excellence is essential. We commit to giving you the training, tools, support and feedback required to be successful; achieving excellence is up to you.

Key Focuses

Leadership & Team Management

• Leads and mentors the Rooms Division team (Front Office & Housekeeping) to ensure seamless operations.
• Communicates department goals, guest satisfaction metrics, and productivity expectations to the team.
• Addresses employee concerns promptly and fairly, ensuring a supportive and engaging work culture.
  
  

Operational Excellence

• Oversees all daily operations within the rooms departments, ensuring compliance with property standards and procedures.
• Assists in ensuring the team meets or exceeds property-wide goals, including guest satisfaction, service delivery, and financial performance.
• Develops action plans based on guest feedback, continuously striving for operational improvement.
• Responds to dynamic guest needs and expectations, leading efforts to exceed service standards.
• Performs hands-on job functions when necessary to support the operational flow and guest satisfaction.
  
  

Guest Service & Satisfaction

• Maintains a visible presence in guest areas, being readily available to guests and handling concerns proactively.
• Implements the property's recovery plan for service lapses, ensuring timely guest issue resolution.
• Oversees the collection and analysis of guest satisfaction data, including feedback forms and online reviews.
  
  

Financial Accountability and Reporting

• Reviews financial reports, operational data, and key performance indicators (KPIs) to monitor department performance.
• Collaborates with the General Manager and Director of Operations to perform annual quality audits.
• Implements cost-saving measures and operational improvements to enhance productivity and profitability.
• Ensures the proper management and security of key control programs across the department.
  
  

Training & Development

• Oversees the training of new staff members in operational procedures, guest service expectations, and property standards.
• Facilitates ongoing professional development for the Rooms Division team to build a high-performing unit.
• Ensures that supervisors and managers receive structured training to support smooth transitions and operational leadership.
  
  

Experience/Passions/Education

• Bachelor’s degree in Hospitality, Business Management, or a related field (preferred).
• Minimum of 5+ years of experience in hospitality, with a focus on operations or management within the Rooms Division.
• Proven track record of successfully managing high-performing teams in a fast-paced, guest-focused environment.
• Strong understanding of financial performance metrics and experience managing budgets and operational costs.
• Exceptional leadership and communication skills, with the ability to motivate and guide diverse teams.
  
  

Working Conditions

This position requires flexibility in work hours, including the ability to work days, afternoons, evenings, weekends, and holidays as needed. Occasional night audit shifts may also be required to support the needs of the property. The role involves long periods of standing, lifting moderately heavy objects, and physical activities such as bending. Additionally, there may be periods of independent work, along with exposure to varying temperatures, particularly due to the proximity to the property entrance. The work environment can be fast-paced and demanding, requiring a high level of adaptability and stamina to ensure smooth operations and exceptional guest service.

About Westin

At Westin, we understand each guest is unique hence we customize care and attention to create an personalize and distinctive experience. We believe in proactively meeting guest needs and not just reactively. We inspire associates to tap into their intuition to anticipate guest’s every desire. At Westin we offer our guest countless opportunities to maintain their well being while restoring a sense of control so that they leave feeling better than when they arrived.