Room Division Manager (Luxury Wellness Resort)

1. Strategic Leadership & Business Management • Formulate and implement comprehensive property-wide operational strategies that optimize room revenues, occupancy margins, and Average Daily Rate (ADR) across our luxury suites and private villas. • Manage, audit, and regulate the Rooms Division’s annual operational budget, capital expenditures (CAPEX), and departmental labor margins. • Review daily arrival metrics, VIP requirements, and complex guest requests to perfectly align cross-departmental schedules with property fluctuations. • Partner with Sales, Marketing, and E-Commerce teams to maximize online distribution networks, manage OTA parameters, and ensure smooth channel transitions. 2. Service Excellence & Quality Assurance • Drive and monitor the resort’s lifestyle service standards across all touchpoints, ensuring guest journeys seamlessly blend premium hospitality with wellness expectations. • Analyze guest satisfaction feedback, audit operational loopholes, and establish corrective measures or modernized Standard Operating Procedures (SOPs) to ensure the resort remains consistently "audit ready." • Take ultimate ownership of complex guest complaints or service recoveries, handling incidents with high emotional intelligence, professional presentation, and perfect composure. 3. Human Resources & Team Engagement • Partner directly with the Human Resources Director to review departmental rosters, ensuring labor structures follow local regulatory limits (45 hours/week) while managing overtime effectively. • Foster a collaborative, team-oriented culture that focuses on preventing operational burnout and sustaining elite engagement levels in a high-volume leisure resort environment. • Conduct objective, automated performance metrics evaluations (PMS) for immediate direct reports, establishing clear professional milestones. 4. Talent Cultivation & Operational Agility • Identify high-potential talent within the Rooms Division and establish tailored cross-training frameworks to enhance multi-skilled operational agility. • Design and execute localized training modules that bridge traditional luxury service codes with advanced wellness hospitality concepts. • Mentor departmental leaders to build robust succession paths, ensuring seamless leadership transitions during expansion or seasonal cycles. 5. Health, Safety, & Asset Protection • Work together with the Chief Engineer and Safety/Security Officers to manage asset-preventive maintenance workflows for all rooms, public walkways, and common resort spaces. • Ensure full compliance across all departments room with emergency response steps, First Aid availability, and hazard mitigation protocols.