Rooms Division Manager

Core Responsibilities:

Participates in and practices Service Values Three Steps of Service Employee Promise and Credo to create the Ritz-Carlton mystique.

Supporting the Management of Rooms Division Activities

• Drives the brands service vision for exceptional product and service delivery.
• Communicates clear operational and strategic goals ensuring alignment across all Rooms teams.
• Demonstrates advanced proficiency in Opera PMS including billing codes rate loading room status management and troubleshooting.
• Oversees and optimizes room allocation strategies ensuring accurate forecasting VIP placement and maximizing suite and premium inventory.
• Monitors and supports Marriott Bonvoy elite guest recognition ensuring seamless delivery of benefits and personalization.
• Monitors arrivals departures group movements special requests and amenity coordination.
• Reviews daily and weekly Rooms Division reports including Opera reports inventory summaries and departmental logs.
• Ensures employees have required tools equipment and uniforms to perform at elevated service levels.
• Understands night audit functions procedures and associated reporting.
• Adheres to safety loss prevention and crisis management procedures for the property.

Managing Profitability

• Reviews service and operational issues to identify trends and implement improvements.
• Partners with Rooms leaders to develop strategies aligned with Marriott International and The Ritz-Carlton business objectives.
• Oversees departmental expenses maintaining strict cost control while ensuring luxury service deliver

Managing Revenue Goals

• Monitors Rooms revenue performance against budget including ADR occupancy RevPAR and upsell initiatives.
• Reviews and interprets financial statements to determine performance opportunities.
• Oversees wage roster and payroll management ensuring alignment with labor forecasts and Wage Progress Reports.
• Coaches leaders on labor efficiency productivity and accountability for results.

Ensuring and Providing Exceptional Customer Service

• Demonstrates and communicates the luxury drivers of guest satisfaction for The Ritz-Carlton guest profile.
• Ensures genuine anticipatory and personalized service throughout the guest journey.
• Reviews guest feedback from GXP Bonvoy feedback channels and on-property interactions ensuring timely corrective action.
• Oversees VIP arrivals personalizing experiences and ensuring flawless execution.
• Remains visible and accessible to guests creating meaningful moments and gathering feedback.
• Continuously integrates insights and personal judgment into improvement plans.
• Emphasizes guest satisfaction and service excellence in all team communications.

Managing and Conducting Human Resources Activities

• Creates an environment of trust empowerment and engagement for all Rooms Division Ladies & Gentlemen.
• Leads and supports interviews recruitment and selection of high-performing candidates aligned with the Ritz-Carlton culture.
• Oversees roster creation scheduling accuracy payroll integrity and compliance with local employment regulations.
• Ensures regular communication via daily line-ups pre-shifts and departmental meetings.
• Sets clear expectations through the performance review process and holds leaders accountable.
• Utilizes an open-door policy to address employee concerns and drives engagement survey improvement.
• Applies disciplinary procedures consistently in line with SOPs and LSOPs.
• Champions brand initiatives and change management processes.

Our Benefits: