Room Division Manager

Performance Hospitality; Fort Lauderdale (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Banana Bay Resort & Marina seeks a Rooms Manager to oversee daily operations of the Front Office and Housekeeping departments, ensuring Performance Hospitality Management standards and high guest satisfaction. You will manage staffing, onboarding, and cross-department collaboration to deliver exceptional service.

The role requires hands-on leadership, strong communication, and the ability to coordinate guest arrangements and room readiness with a focus on operational excellence.

Qualifications

• Experience leading Front Office or Housekeeping teams in a hotel/resort environment.
• Strong guest service orientation with professional presentation and communication.

Responsibilities

• Oversee daily operations of Front Office and Housekeeping to meet SOPs and guest satisfaction.
• Ensure staffing levels based on occupancy and daily demand.
• Coach and develop Front Office and Housekeeping staff; assist in recruitment and onboarding.

Skills

Leadership

Guest service

Communication

Scheduling

Training

PMS system

Tools

PMS system

Job description

The Rooms Manager is responsible for overseeing the daily operations of the Front Office and Housekeeping departments at Banana Bay Resort & Marina. This position ensures Performance Hospitality Management's Front Office and Housekeeping standards, policies, and SOPs are consistently implemented and followed while maintaining a high level of guest satisfaction, cleanliness, operational efficiency, and team performance.

To ensure quality guest service, the Rooms Manager is expected to:

• Ensure sufficient staffing levels are maintained within Front Office and Housekeeping based on occupancy, arrivals, departures, and daily business demands.
• Maintain consistent and effective communication between shifts, departments, managers, supervisors, and Service Professionals.
• Actively participate in the onboarding, training, coaching, and continued development of all Front Office and Housekeeping Service Professionals.
• Support the recruitment, interviewing, selection, and hiring of Front Office and Housekeeping positions.
• Approach all interactions with guests, employees, vendors, and visitors in a professional, welcoming, and personalized manner.
• Maintain regular attendance in accordance with Performance Hospitality Management standards and remain flexible with scheduling based on the operational needs of the resort.
• Maintain a professional image and leadership presence while promoting safe, efficient, and guest-focused resort operations.
• Oversee guest arrivals and departures and ensure special requests, room preferences, accessibility needs, and other guest accommodations are appropriately communicated and coordinated.
• Ensure Front Office Service Professionals are knowledgeable regarding resort amenities, marina services, local attractions, promotions, policies, and guest offerings.
• Serve as a primary resource for guest information and proactively promote resort amenities, services, and experiences.
• Assist with special guest arrangements and ensure appropriate follow-up throughout the guest's stay.
• Ensure guest preferences, special requests, concerns, and relevant information are accurately documented within the PMS system.
• Respond to and resolve guest concerns promptly and professionally, escalating significant matters to the Resort Manager when appropriate.
• Assist with Front Desk coverage and operational responsibilities when business levels or staffing needs require.
• Oversee Housekeeping Service Professionals to ensure guest rooms and public areas consistently meet established cleanliness, presentation, and quality standards.
• Ensure guest rooms are properly inspected and released as ready for occupancy in a timely manner.
• When business levels, staffing needs, or operational demands require, actively assist the Housekeeping team with cleaning and preparing guest rooms to ensure rooms are available for arriving guests and resort standards are maintained.
• Coordinate closely with Maintenance to identify, report, and follow up on guest room maintenance concerns and out-of-order rooms.
• Monitor room status throughout the day to ensure Front Office and Housekeeping remain aligned regarding arrivals, departures, room readiness, early arrivals, and special accommodations.
• Oversee inventory levels and ordering of linens, guest supplies, housekeeping products, Front Office supplies, and other departmental materials.
• Assist in controlling departmental expenses, labor, supplies, and inventory while maintaining established guest service standards.
• Participate in departmental inspections and ensure corrective actions are completed when operational or cleanliness concerns are identified.
• Ensure all Front Office and Housekeeping policies, safety procedures, security requirements, and Performance Hospitality Management standards are consistently followed.
• Complete departmental projects, reports, administrative responsibilities, and other assignments in a timely manner as directed by the General Manager.
• Be able and willing to assist with functions outside of the Rooms Division when operational needs require additional leadership or support.
• Work collaboratively with all resort departments, including Maintenance, Sales, Food & Beverage, and Marina operations, to provide a seamless guest experience.

This position requires a hands-on leader who is actively engaged in daily operations and willing to step in and support the team wherever needed to ensure smooth and efficient resort operations.

QUALIFICATIONS:

• Previous Front Office, Housekeeping, Rooms Division, or hotel/resort management experience preferred.
• Strong leadership skills with the ability to coach, motivate, develop, and hold Service Professionals accountable.
• Must possess outstanding guest service skills, professional presentation, and strong communication abilities.
• Must be flexible regarding working hours, including weekends, holidays, evenings, and varying schedules based on resort needs.
• Must demonstrate strong organizational, problem-solving, decision-making, and follow-up skills.
• Must be effective at listening to, understanding, and resolving concerns raised by guests and Service Professionals.
• Must be able to stand and walk for extended periods and perform the physical requirements associated with hotel and resort operations.
• Must demonstrate professionalism, discretion, dependability, and a strong commitment to guest satisfaction and operational excellence.