Manager, Rooms Division 
(14679)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Cushioned in the foothills of the breath-taking Virunga Volcano Range, One&Only Gorilla’s Nest makes the magical possible to enjoy a once-in-a-lifetime, personal encounter with the rare and majestic mountain gorilla, roaming free in its own natural habitat. The warm African charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion. We don’t just exist in the environment, we exist with the environment; from working the land or building a shelter, we like to give back in as many ways as we can to help our communities flourish.

• Position                      Rooms Division Manager          
• Department                Rooms
• Reports to                  Resort Manager
• Subordinates             Front Office Manager and  Executive Housekeeper

Job Summary

Manage and control Rooms operations of the property ensuring that a seamless customer service experienced is delivered to guests by ensuring detailed coordination between all the Rooms departments of Front Office and Housekeeping performing to the highest expected standard

Under the direction of the Resort Manager implement short, medium and long-term changes within the Rooms Division with an aim to enhance guest services and contribute to maintaining and enhancing the image of the Property.

Key Duties and Responsibilities

• Monitor the day-to-day Front Office, and Housekeeping of the property ensuring consistency in delivering the highest standards of services and in coordination with the Department Heads
• Ensure optimum utilization of manpower on the shift whilst providing the expected high level of service.  Ensure that staff are briefed before the shift in order to provide the relevant services. 
• Continuously review business processes, systems and procedures in order to enhance productivity and improve the performance of the Resort both in terms of unit costs and service levels. Actively be involved in the overall objective of automating systems and procedures to improve efficiency, decrease long term unit costs and to facilitate management information for decision making.
• Ensure that all staff are adequately inducted and trained to provide the relevant services.  Manage the training, recruitment and grooming of the staff to ensure that the image of the Resort's services, its ideals, and its policies are maintained.  Be responsible for the development and PM reviews of staff directly reporting to this job and overall staff within the unit.
• Research and advise management on current and developing trends of Rooms services in order for the resort to remain competitive within the local and international hotel industry.
• Manage the budgets ensuring control of all financial aspects through cost-effective and efficient running methods.  Manage all aspects of the Rooms activities such as procurement, negotiating with vendors/suppliers, pricing and service delivery.  
• Liaise with the Sales and Reservations daily to ensure the seamless flow of information, special requirements and requests to the relevant departments, ensuring guest requirements and expectations are met and exceeded wherever possible.
• With the Resort Manager, responsible for hosting the Resort’s guests and business-related industry visits by media and travel partners, ensuring that the service provided to such

• individuals are at the required standard in order to maintain and enhance the reputation of the Resort.

• To ensure that allocated guests receive the activities, tours and special functions in an informed and educational manner, while maintaining the policies, procedures and safety systems of the Resort. This to be done by maintaining personal contact with the guest, and providing continuity to the guests’ interactions with the other departments of the Resort
• To actively enquire and recommend the services, activities and facilities of the resort to guests and visitors, ensuring that they are kept informed of the full range of options available to them.
• To ensure that existing knowledge which is relevant to the services of the resort is created, maintained and upgraded, in order to maintain the function of being the primary information source for visitors to the Resort.  
• Ensure regular daily contact with guests in order to receive feedback on service levels.  Personally, handle face to face complaints related to services and provide feedback to the relevant department heads in order to implement changes and follow-up to ensure that guest service levels are maintained and improved upon.
• Manage, negotiate and maintain contracts and agreements with outsourced operations, be they with sub-contractors, suppliers or manpower contract companies ensuring compliance and implement necessary controls.   These contracts/agreements should be liaison with the Finance Manager with final approval from the General Manager
• Responsible for the management of all health, safety and hygiene standards as required by regulatory, statutory and international norms.  Ensure that the Rooms facilities are maintained to the required standards and facilities are well resourced for staff to effectively carry out the duties required.
• Plan and schedule inspections of all housekeeping areas. Conduct inspections, trainings and service audits of all guest and public areas on a regular basis to ensure that the furnishings, facilities, and equipment are clean and in good repair and making recommendations for the upkeep of the same.
• Actively network with other unit managers to ensure all required services are specific and appropriate to the property requirements and providing the guest with promised services beyond the confines of the department and ensure that creative, flexible, and proactive approaches are taken in the provision of services and atmosphere of the suites. 
• Actively ensure guest experiences is running smoothly, regarding daily operations, stock levels and level of service provided within this department, as well as reporting to FOH on a daily basis.
• Be the primary contact in Federal, State & Local government relations with regard to excursions, environment and conservation conditions.
• To oversee the Division and to ensure that this unit is disciplined and well co-ordinated with Front Office and other Resort Operations. This is to ensure that the guest receives the full services of the resort in a well co-ordinated and thorough manner. 
• To co-ordinate with the Resort Manager with regards to ecological maintenance and monitoring, and to ensure its sound development as part of an integrated environmental policy for the region. 
• To pass on all relevant information, (including complaints), to the other departments in the operation, to ensure that the guest receives services in a well co-ordinated and timely manner. This includes additional information which may be relevant to developing and upgrading services, Guest History records, Management, and Sales and Marketing.
• To monitor the use and maintenance of all equipment provided for the activities, tours and excursions, (including vehicles) and to ensure that they are maintained according to the standards laid down by the Resort Management; and to report on any works to be carried out to the relevant Department.
• To ensure that the image of the Resort and its policies are maintained through provision of a disciplined, groomed and professional approach, at all times promoting a friendly, informal and polite relationship between guests and the Resort Colleagues.   
• To actively enquire and recommend the services, activities and facilities of the resort to guests and visitors, ensuring that they are kept informed of the full range of options available to them.
• To ensure that existing knowledge which is relevant to the services of the resort is created, maintained and upgraded, in order to maintain the function of being the primary information source for visitors to the Resort.  

Requirements

Knowledge & skills

• Degree in Hospitality Management from a recognized institute
• Minimum of 5 years’ experience of which minimum of 3 years should have been at a Management level in a guest services or front of house operation.
• Procedures and systems used in hotel management, with a preference for front-line guest services, people management, and direct operations. Computer skills and financial management are essential.
• Fluency in English is essential, an additional European language is preferable, but not essential.

Blow Away The Customer

• I care and work towards exceeding the expectations of my customers
• I am proactive and deliver unique and everlasting memories for our customers

Develop Passionate and Committed People

• I am committed to being thoughtful towards our colleagues
• I am passionate about my role

Continuously Strive for Perfections (good enough never is)

• I constantly seek new ways and ideas to improve what I do
• I am inspired to make a difference

Achieve Sustainable Bottom Line Performance

• I am honest and fair
• I take responsibility and contribute towards the financial performance of where I work

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.