Rooms Division Leader — Luxury Hotel Experience

Sofitel; Gold Coast City; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Complimentary lunch daily

Dry cleaning

On-site secure parking

Complimentary Sofitel luxury stay &amp

Discounts across Accor portfolio

Leadership development programs

Job summary

We are seeking a Rooms Division Manager for Sofitel Gold Coast Broadbeach to lead the end-to-end Rooms operation across Front Office, Guest Experience, Concierge, Housekeeping and Night operations, delivering Sofitel luxury at every guest touchpoint.

You will champion service excellence, drive room quality, coach leaders and ensure a cohesive Rooms Division with strong focus on budgets, productivity and continuous improvement.

Qualifications

• Demonstrated leadership experience within Rooms Division in a luxury hotel environment.

Responsibilities

• Lead the Rooms Division to deliver personalised luxury service, quality and consistency throughout every stage of the guest journey.
• Provide clear and collaborative leadership across Front Office, Guest Experience, Concierge, Housekeeping and Night operations, creating one cohesive Rooms Division.
• Own and continuously develop the hotel's Rooms Quality Program, including room inspections, cross-functional audits, quality calibration and improvement initiatives.
• Maintain a visible presence throughout the hotel, overseeing VIP arrivals, special requests and complex guest situations with confidence, discretion and care.
• Champion Sofitel brand standards, guest recognition, personalisation, luxury language and effective service recovery.
• Lead the Rooms Division training strategy, developing leaders, department trainers and Heartists through structured coaching, capability development and ongoing learning.
• Manage the performance of external contractors and outsourced service partners, ensuring consistent luxury, quality, productivity, safety and service standards.
• Analyse guest sentiment, quality results, operational performance and Rooms Division KPIs to identify trends and translate insights into measurable improvement actions.
• Manage Rooms Division payroll, productivity, departmental expenditure and performance against budget and forecast while protecting the guest experience.
• Build succession capability and a strong culture of accountability, collaboration, belonging and continuous improvement across the Rooms Division.

Skills

Rooms Division Leadership

Operational Excellence

Front Office Knowledge

Housekeeping Ops

Guest Experience

Coaching & Development

Budgeting & Forecasting

Quality Audits

Leadership Communication

Job description

We are seeking a Rooms Division Manager for Sofitel Gold Coast Broadbeach to lead the end-to-end Rooms operation across Front Office, Guest Experience, Concierge, Housekeeping and Night operations, delivering Sofitel luxury at every guest touchpoint.

You will champion service excellence, drive room quality, coach leaders and ensure a cohesive Rooms Division with strong focus on budgets, productivity and continuous improvement.