Rooms Division Manager

SmartRecruiters, Inc.; Gold Coast City; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary package

Complimentary lunch daily

Dry cleaning on-site parking

Stay & breakfast for two

Accor employee discounts

Leadership development opportunities

Job summary

Sofitel Gold Coast Broadbeach is seeking a senior Rooms Division Manager to lead Front Office, Guest Experience, Concierge, Housekeeping and Night operations across our luxury hotel. You will steward personalised service, uphold brand standards and drive continuous improvement with a high-performing team.

You will champion the Rooms Quality Program, manage budgets and payroll, and partner with contractors to ensure flawless guest experiences and operational excellence in a premier Gold Coast

Qualifications

• Demonstrated leadership experience within Rooms Division in a luxury hotel environment.
• Strong operational knowledge of Front Office, Housekeeping and room-product operations.
• Proven ability to establish and maintain quality standards, audits and corrective-action processes.
• A genuine passion for luxury hospitality and personalised guest experiences.
• Strong coaching and leadership capability with teams and leaders.
• Commercial acumen in payroll, budgeting, forecasting and KPI management.
• Ability to turn guest feedback and data into actionable improvements.
• Collaborative leadership aligned with Sofitel values of Humble Excellence, Luxury Attitude, Pride & Passion.

Responsibilities

• Lead Rooms Division to deliver personalised luxury service across guest touchpoints.
• Provide clear leadership across Front Office, Guest Experience, Concierge, Housekeeping and Night operations.
• Develop and maintain the hotel's Rooms Quality Program with inspections and audits.
• Maintain a visible presence for VIP arrivals, special requests and complex guest situations.
• Champion Sofitel brand standards, guest recognition and service recovery.
• Oversee Rooms Division training strategy and develop leaders and trainers.
• Manage external contractors and outsourced service partners to ensure quality and safety.
• Analyse guest sentiment and KPIs to identify trends and drive improvements.
• Control payroll, productivity, expenditure and performance against budget.
• Foster succession planning and a culture of accountability and continuous improvement across the division.

Skills

Leadership

Operations

Guest experience

Staff development

Budgeting

Analytics

Communication

Job description

At Sofitel, luxury is more than elegance – it’s a way of operating. Every interaction, every decision and every detail shapes our reputation.Where French sophistication meets coastal chic, Sofitel Gold Coast Broadbeach embodies Art de Vivre in the heart of Broadbeach, just steps from the ocean. Featuring 296 elegant rooms and suites, two stylish bars, a signature restaurant, multi-level pools and ten refined event spaces, our hotel celebrates French elegance infused with the relaxed charm of the French Riviera.

Job Description

A career that lets your passion shine:

As Rooms Division Manager, you will lead the end-to-end Rooms operation across Front Office, Guest Experience, Concierge, Housekeeping and Night operations. A highly visible senior leader, you will champion exceptional service, room quality and operational excellence while developing high-performing teams and ensuring every stage of the guest journey reflects the standards of Sofitel luxury.

In this role, you will:

• 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.

Qualifications

What you will bring to the role:

• Demonstrated leadership experience within Rooms Division in a luxury hotel environment.
• Strong operational experience across Front Office, with sound knowledge of Housekeeping and room-product operations.
• Proven ability to establish and maintain quality standards, audit programs and structured corrective-action processes.
• A genuine passion for luxury hospitality, guest experience and creating personalised moments of service.
• Strong coaching and leadership capability, with experience developing leaders and high-performing operational teams.
• Commercial acumen with an understanding of Rooms Division payroll, productivity, budgeting, forecasting and performance indicators.
• Strong analytical and reporting skills, with the ability to turn guest feedback and operational data into meaningful action.
• Confident communication and interpersonal skills, with the ability to influence across departments and manage complex guest and operational situations.
• A collaborative leadership style aligned with Sofitel's values of Humble Excellence, Luxury Attitude, Pride & Passion and creating a culture of belonging.
• A mindset of continuous improvement, with the ability to transform strategic priorities into practical operational outcomes.

Additional Information

Thrive in Our Sofitel Gold Coast Broadbeach Community

• Competitive salary package and incentive plan with comprehensive benefits
• Complimentary lunch daily, dry cleaning and on-site secure parking in the heart of Broadbeach
• Celebrate your work anniversary with a complimentary Sofitel luxury stay and breakfast for two, plus a paid day off on your birthday
• Generous discounts on accommodation, dining and lifestyle experiences across Accor's global portfolio
• Tailored recognition and reward programs, with both pop-up and large-scale employee events throughout the year
• Ongoing leadership development, mentoring and career growth opportunities across Sofitel and Accor
• The opportunity to lead a significant Rooms operation and shape the quality, service culture and guest journey of one of the Gold Coast's leading luxury hotels

Full Australian working rights are required for this role with the ability to work an average of 38 hours per week.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.