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Job Description

Change Management: Generates activity and seeks new challenges to improve work performance; demonstrates an optimistic outlook and recovers quickly from failure.
Commercial Awareness: Shows awareness of markets and ensures up-to-date knowledge of competitive environment; demonstrates an awareness of new business opportunities and seizes and acts upon them; is aware of financial issues such as revenue enhancement, costs, profits/losses, cash flow, etc.; identifies opportunities to ensure sustainable profit growth is achieved through implementing cost-effective methods.
Decision Making: Makes sound decisions quickly under pressure; takes calculated risks based on adequate information and analysis; makes rational, balanced judgments on the basis of available information.
Managing the Work of Others: Works with an orientation to the future; sets clear, appropriate, and well-defined quality objectives; encourages others to comply with legal and personal obligations; plans while taking into account change and possible difficulties; provides teams with clear direction and keeps them focused on tasks; actively supports autonomy and empowerment through appropriate delegation of work; sees projects through to completion and ensures key objectives are met.
Motivating and Influencing Others: Creates a climate of teamwork by encouraging harmony, cooperation, and communication; cares for others by monitoring their well-being; inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gain agreement and support from others; respects the contributions of others.
Organisation Savvy: Maintains awareness of organizational structure and goals; accurately identifies and effectively presents the key points of an argument; promotes ideas; establishes links with people within and outside the business and uses this network for the organisation’s advantage.
People Development: Encourages a culture of continuous personal and work-related improvement through own actions and ensures learning from successes and failures; guides and coaches staff; passes on personal expertise and draws on the diverse backgrounds, skills, and knowledge of people while defining and reinforcing standards and appropriate behavior.
Problem Solving: Reconciles conflict and probes for more in-depth relevant information for decision-making; analyses numerical data and relevant sources of information in order to draw appropriate conclusions and check facts to establish causes and effects; produces new ideas and a range of solutions to meet the demands of the situation.
Strategic Orientation: Selects the most appropriate tactic(s) from a range of alternatives and conveys the plan to others; sets organizational strategy in line with organizational vision and uses multiple, relevant resources to achieve objectives; negotiates with a variety of approaches.
Ensure Guest Service and Housekeeping operate successfully and are individually profitable in accordance with the standards of the hotel.
Ensure all daily guest rooms for arrivals are checked in advance, pre-blocked accordingly to arrival time, and welcome amenities are appropriately set up.
Ensure all rooms are cleaned and prepared according to arrival times.
Work closely with Housekeeping, Guest Service/Front Office, and Engineering Departments to ensure rooms are blocked accordingly for maintenance and job orders issued to Engineering are monitored/overseen.
Ensure strict control of room keys for guests and other departments.
Conduct frequent and thorough inspections of guest rooms, guest floors, public areas, and back-of-house facilities (e.g., locker rooms) together with the Executive Housekeeper, Front Office Manager, and designated team members to ensure cleanliness and property maintenance.
Ensure speedy telephone and message service at all times for guests.
Assign responsibilities to Team Leaders/Supervisors, deploy staff to specific areas, and coordinate/liaise with all related departments.
Oversee inventory of room linen and uniforms with Team Leaders.
Check and control overall operating expenses.
Oversee Laundry operations and ensure Accor Brand Standards are met in terms of quality of product and service.
Ensure high standards of service delivery, safety, hygiene, security, discipline, and compliance with organizational policy.
Maximise room sales and revenues for the hotel.
Ensure commercial management techniques of availability control are applied to achieve the maximisation of room sales.
Make all decisions regarding overbooking the hotel and ensure all out-bookings are carried out by a member of management.
With the assistance of the Executive Chef, establish menus and price lists; prepare standard menus, maintain required standards of food production, meet agreed budget targets for food margins, and perform systematic inspections of all Food & Beverage areas.
Ensure Guest Service and Housekeeping operate with a sales attitude and that all personnel are aware of sales and revenue opportunities within the hotel.
Keep senior management informed of any risk or opportunity in relation to pre-set performance figures.
Ensure all Rooms Division personnel are aware of room and F&B sales revenue targets and are kept informed of performance results.
Adhere to company credit policies to ensure all expected revenue is received.
Monitor competitor performance, market trends, and competitor activities (both past and future) to ensure correct selling strategies are applied and operations remain one step ahead.
Establish rapport with guests, maintain good customer relationships, and personally handle guest complaints, requests, and enquiries regarding Guest Service and Housekeeping.
Personally, and frequently verify that guests' check-in/out and overall stays receive the best possible service in line with Accor standards.
Schedule presence at the front desk during peak operation hours, checking on service standards and cleanliness.
Greet and assist at the check-in of guests.
Ensure all V.I.P. / Long Stay guests' needs are met throughout their stay.
Ensure guest history records are kept up to date at all times.
Maintain and promote excellent working relationships with local travel agents and tour operators.
Be proactive in seeking guest contact, maintaining excellent public relations, implementing a consistent guest recognition programme, and maintaining a relevant guest database.
Assist with the development and maintenance of detailed Department Operations Manuals reflecting policies, procedures, work processes, and performance standards within Rooms Division (Guest Service & Housekeeping), ensuring annual reviews reflect any changes.
Assist with the preparation of the annual Rooms Business Plan and departmental objectives, fully addressing hotel business goals and employee needs.
Assist with the preparation and regular updates of Departmental Budgets in close cooperation with the General Manager, ensuring targets are met and costs are effectively controlled.
Ensure all guest service-related forms and reports are forwarded in a timely manner to the Corporate Office.
Initial daily, weekly, and monthly signature lists, vacation requests, overtime, invoices, and bills.
Liaise with suppliers and contractors related to departmental issues.
Exercise efficient payroll management and resource allocation through a flexible workforce (Full Time and Part Time employees) based on principles of multi-skilling and multi-tasking
Direct subordinates to ensure productivity meets standards set forth in Accor Operating Manuals.
Focus attention on improving productivity levels and prudently managing utility and payroll costs within acceptable guidelines.
Ensure optimum deployment and energy efficiency of all equipment.
Ensure new technology and equipment are embraced to improve productivity while taking work out of the system.
Recruit, select, and develop Rooms Division employees following operational, financial, and administrative philosophies who are willing to become multi-skilled and perform multi-tasks.
Through hands-on management, closely supervise all employees in the performance of their duties in accordance with policies, procedures, and applicable laws.
Delegate duties and responsibilities appropriately to equipped and resourced employees, nurturing and developing them while maintaining standards of operation and safety.
Instill company training philosophies and work closely with the T&C Manager to develop Departmental Trainers, ensuring all Assistant Managers, Supervisors, and Associates take an active role in training and development.
Develop and assist with training activities focused on improving skills and knowledge.
Ensure employees have a complete understanding of rules and regulations and comply with expected behavior.
Monitor employee morale and provide mechanisms for performance feedback and development.
Conduct Annual Performance Reviews / Appraisals providing honest, constructive, and appropriate feedback.
Effectively communicate guiding principles and core values to all levels of employees.
Establish and maintain safe working conditions and practices following Accor’s Health, Safety, and Environmental policies along with ALL Safe Protocols.
Ensure all practicable steps are taken to maintain a safe work environment following organizational policies.
Ensure all staff within the department are fully conversant with departmental fire and evacuation procedures.
Ensure all hazards are recorded, reported to Management, and appropriately investigated with controls identified and reviewed.
Implement Accor’s policy on the prevention of Harassment / Bullying in the Workplace according to guidelines.
Ensure protective clothing and equipment are provided to employees where necessary, maintained, and staff are trained in their use.
Ensure all workplace accidents and incidents are reported accurately and promptly on prescribed forms with appropriate investigations and corrective actions taken.
Ensure all serious harm accidents are reported to management immediately in writing (and within 7 days where specified).
Ensure all new and transferring staff receive training and ongoing supervision to perform work tasks in a safe manner.
Ensure rehabilitation support and assistance are provided to injured workers following Accor guidelines.
Review and develop health and safety policy objectives and plans at least annually.
Be proactive in keeping departmental health and safety records and information up to date.
Ensure site visitor and contractor entry procedures are strictly applied.
Represent Rooms Division on the hotel Executive Committee to ensure efficient and smooth operation.
Attend / conduct daily morning briefings and attend/contribute to all required meetings.
Ensure all employees provide courteous and professional service at all times.
Handle guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, while feeding back prompt follow-ups.
Maintain knowledge of statutory legislation in employee and industrial relations.
Strictly adhere to rules and regulations established in the Employee Handbook and hotel policies concerning fire, hygiene, health, and safety.
Take an active involvement in the welfare, safety, development, and well-being of employees by providing advice, counseling, and truthful, diplomatic feedback.
Maintain high standards of personal presentation and grooming.
Maintain positive guest and colleague interactions with good working relationships.
Exercise responsible management and behavior at all times, positively representing the hotel management team and Accor.
Respond to requests to undertake any reasonable tasks, secondary duties, and changes as dictated by the hotel, industry, and company.
Actively network within the hotel community and maintain excellent communication channels with other Accor Rooms Division team members.
Facilitate or oversee the functioning of any other Department in the Hotel when necessitated by circumstances and as mandated by the General Manager (over and above regular stipulated duties).

Qualifications

Degree from a reputable Hospitality Management school will be an advantage
Minimum 6 years in relevant experience with 3 years at a management level
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

Secondary / High school education
Certificates in National Skills Recognition System, CPR, First Aid Management and Basic Fire Fighting will be advantageous
Minimum 1 year of relevant experience in a similar capacity
Good reading, writing and oral proficiency in English language
No criminal record
Must be well-presented and professionally groomed at all times

Room Division Manager @ ibis Thane

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