Rooms Division Manager

Fairmont Mount Kenya has been consistently ranked among the worlds finest earning a spot on the 2024 Travel Leisure 500 list and being recognized as one of the top destinations in Africa. It has also been featured by Condé Nast Traveler as one of Africas top addition the hotel has been honored as Africas Leading Hotel by the World Travel Awards for the fourth consecutive year most recently in 2025.

The Rooms Division Manager is a senior operational leader responsible for ensuring exceptional accommodation and guest experience standards within a luxury resort environment. The role has full oversight of Front Office Housekeeping Laundry Spa Recreation and Health Club operations with a strong operational focus on Housekeeping excellence cleanliness presentation and readiness of all guest accommodation and public areas.

The position is accountable for guest satisfaction service delivery operational efficiency people leadership and financial performance across the Rooms Division ensuring that the resort consistently meets and exceeds luxury brand and guest expectations.

1. Guest Experience & Service Delivery

• Own and manage the end-to-end guest accommodation experience from pre-arrival preparation to departure and post-stay follow-up.
• Ensure all guests receive warm professional and personalized service consistent with luxury resort standards.
• Personally oversee VIP repeat long-stay and high-value guest experiences ensuring recognition preferences and special arrangements are executed flawlessly.
• Act as the senior point of escalation for guest concerns and service recovery ensuring swift empathetic and effective resolution.
• Monitor guest feedback satisfaction scores and online reviews implementing corrective actions and continuous improvement initiatives.

2. Housekeeping Leadership & Accommodation Standards

• Provide direct leadership and strategic oversight of the Housekeeping function including:
  • Guest rooms suites villas and residences
  • Public areas and back-of-house areas
  • Linen laundry and uniform operations
• Ensure all rooms and public areas consistently meet luxury cleanliness hygiene and presentation standards.
• Establish implement and monitor Housekeeping SOPs cleaning schedules deep-clean programs and preventive maintenance coordination.
• Conduct daily room inspections and resort walkthroughs to ensure readiness attention to detail and defect-free presentation.
• Work closely with Engineering to ensure timely maintenance room turnaround efficiency and asset preservation.
• Control Housekeeping inventory linen par levels cleaning supplies and operating equipment to prevent loss and maintain cost efficiency.
• Lead training and development of Housekeeping teams with a focus on attention to detail pride in presentation and guest privacy.

3. Front Office & Resort Operations Oversight

• Oversee Front Office and Guest Services operations to ensure:
  • Seamless arrivals and departures
  • Accurate room allocation and inventory control
  • Effective guest communication and follow-up
• Ensure close coordination between Front Office and Housekeeping to maximize room availability occupancy and guest satisfaction.
• Provide leadership oversight of Spa Recreation and Health Club operations to ensure alignment with overall guest experience standards.
• Coordinate closely with Security and Engineering to ensure guest safety privacy and uninterrupted resort operations.

4. People Leadership & Workforce Management

• Lead coach and develop Department Heads and team members within the Rooms Division.
• Set and enforce high standards of professional conduct grooming uniform presentation hygiene and workplace discipline.
• Conduct regular departmental meetings focusing on service quality guest feedback and operational performance.
• Partner with People & Culture (P&C) on recruitment training performance management succession planning and disciplinary processes.
• Foster a guest centric accountable and service-driven culture across all Rooms Division teams.

5. Financial & Commercial Accountability

• Prepare manage and control the Rooms Division operating budget in collaboration with the Director of Operations and Director of Finance.
• Monitor and control labor costs productivity ratios operating expenses and departmental profitability.
• Drive revenue optimization through effective room inventory management forecasting and collaboration with Revenue Management.
• Review and authorize discounts upgrades and service recovery gestures in line with resort policies and financial guidelines.
• Prepare and submit accurate operational financial and performance reports as required.

6. Communication & Reporting

• Ensure clear timely communication across all departments regarding:
  • VIP arrivals and departures
  • Group and event movements
  • Special guest requirements
  • Operational challenges and risks
• Provide regular operational and guest experience updates to the Director of Operations including performance trends and improvement initiatives.

Qualifications :

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers colleagues and third parties that reflects highly on the hotel the brand and the Company.
• Good writing skills
• Proficient in the use of Microsoft Office
• Problem solving reasoning motivating organizational and training abilities
• A high energy level and a passion for achieving results
• Strong Leadership skills in managing teams to drive for results
• Ability to manage complex relationships
• A passion for delivering superior results
• Masters degree or Degree in Hotel Administration Business Administration or equivalent
• At least 6 years of guest service / hotel experience with 3 years in a management capacity or an equivalent combination of education and experience. 

Additional Information :

• Employee benefit card offering discounted rates in Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.
• Be part of creating the historic story of rehabilitating and releasing the rare Mountain Bongo that was heading toward extinction.
• Working with a hotel rich in history and known for exemplary services while growing your career.
• Work and learn in a magical luxury property.

Remote Work :

No

Employment Type :

Full-time