Rooms Division Manager

Intercontinental Hotels Group; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global hospitality leader is seeking a Rooms Division Manager for its prestigious hotel in Westminster, London. This role focuses on leading Front Office and Concierge teams, ensuring a seamless luxury experience for guests. The ideal candidate will have over 2 years of leadership experience in a 5-star hotel, with strong communication and technical skills. Join a company that promises career development, competitive remuneration, and a vibrant workplace culture. Take the next step in your career with us.

Benefits

Competitive Salary

15% Hotel performance bonus

31 days holiday

Generous life insurance

Comprehensive Company Medical scheme

Learning and development opportunities

Discounts for hotels and restaurants

Qualifications

• Proven Front Office leadership experience (2+ years) in a 5-star hotel.
• Strong skills in training, process implementation, and audit compliance.
• Solid understanding of statutory regulations and market trends.

Responsibilities

• Lead Front Office and Concierge operations ensuring seamless guest journey.
• Drive service excellence and uphold brand standards.
• Oversee departmental recruitment, training, and retention.

Skills

Leadership

Communication

Customer Service

Upselling

Inventory Management

Technical Skills with Opera and HotSOS

Tools

Opera

HotSOS

Excel

Job description

Overview

At InterContinental London Park Lane, we are currently looking for a Rooms Division Manager to join our team in the heart of Mayfair. Welcome to InterContinental London Park Lane Located at one of the capital's most prestigious addresses, where the late Queen Elizabeth II once resided. Our hotel redefines traditional luxury, offering a blend of modernity and flexible sophistication in the heart of Mayfair. Inspired by its scenic views overlooking two Royal Parks, our establishment boasts elegant natural interiors and award-winning seasonal cuisine. We are seeking an exceptional Rooms Division Manager to lead our Front Office and Concierge teams, champion personalised luxury service, and elevate the guest journey at every stage. You will ensure a seamless guest experience, from pre-arrival to departure, while overseeing daily operations across Reception, Guest Relations, Club Lounge, Instant Service, and Concierge. Leading a high-performing, multi-skilled team, you will drive consistent service excellence and colleague engagement. As a visible operational leader, you will support the achievement of Rooms revenue targets through effective upselling, inventory optimisation, and cost control, ensuring our brand's commitment to genuine hospitality is delivered at every touchpoint.

Responsibilities

• Lead all Front Office and Concierge operations, ensuring personalised, anticipatory service and a seamless guest journey from pre-arrival to departure, with a strong focus on loyalty recognition and VIP engagement.
• Drive service excellence by upholding brand standards, monitoring guest feedback, and implementing continuous improvement initiatives to elevate guest satisfaction.
• Oversee workforce planning, scheduling, and team development to optimise productivity, cost efficiency, and colleague engagement.
• Maintain expert operational knowledge, collaborating closely with Housekeeping, Engineering, F&B, and Security to deliver a cohesive guest experience.
• Support Rooms Division commercial goals, contributing to overall hotel KPIs.
• Oversee and champion departmental recruitment, training, and retention.
• Proven Front Office leadership experience (2+ years) in a 5-star hotel, with strong skills in training, process implementation, and audit compliance.
• Solid understanding of statutory regulations, market trends, and the ability to introduce effective operational initiatives.
• Strong technical capability with Opera, HotSOS, Excel, and other hotel systems.
• Demonstrated leadership excellence with strong communication and guest engagement abilities.

Key Performance Metrics

• Guest satisfaction and loyalty performance, including upselling performance and enrolment efficiency.
• Productivity, labour management, cost control, and overall Rooms Division profitability (in partnership with Executive Housekeeper).
• Team recruitment, training compliance, and retention.

Benefits

• We are part of the IHG Hotels & Resorts family, one of the world's leading hotel companies, with a portfolio of 19 brands worldwide - which means global opportunities!
• Competitive Salary plus great IHG perks!
• 31 days holiday each year, including bank holidays, which increases up to a maximum of 33 days (Pro Rated)
• 15% Hotel performance bonus
• A generous life insurance programme
• Comprehensive Company Medical scheme for you and your dependants.
• We provide every employee company sick pay
• Professional career development with our Senior Leadership development programs plus access to our digital online learning platform and numerous other learning and development opportunities
• Amazing discounts for our hotels and restaurants around the world
• Discounts from over 15,000 stores - all the way from retail to cinema
• Most importantly, we'll help you grow and develop you as an individual and inspire incredible.

Company Culture

• At InterContinental London Park Lane, our ambition is to define our unique culture.
• The kind of culture that inspires you to be all you can be.
• An invitation to tap into your unique personality to deliver and achieve incredible things.
• An expectation to play your part in empowering and inspiring others.
• An opportunity to learn, grow and push what is possible.
• The promise of a personal and professional journey.
• A place where everyone can belong and feel part of something bigger.

We are open 7 days a week, 365 days a year and need people to work a range of shifts and days.