Overview
\nWe are recruiting!
\nOur client in Lusaka is looking for a Rooms Division Manager to join their team for a job vacancy within the hospitality industry.
\nTo apply, or for more information, follow the link below.
\nThe Rooms Division Manager is responsible for the overall leadership, operational effectiveness, guest experience, and financial performance of all Rooms Division functions. This includes the Front Office, Guest Relations, Concierge, Bell Desk, Switchboard, Night Audit, and Rooms-related performance systems.
\nA key focus of this role is to ensure:<\/p>\n
Strong operational and financial controls within the Front Office
\nExceptional guest relations and public relations delivery
\nEffective management and improvement of the Guest Voice feedback system
\nConsistent delivery of service excellence across all guest touchpoints<\/p>\n
Key Responsibilities<\/p>\n
Front Office Leadership & Operational Controls<\/p>\n
Oversee all Front Office operations, ensuring smooth management of arrivals, departures, reservations, room allocation, billing, and guest information management.
\nImplement and enforce controls across cashiering, credit procedures, billing accuracy, room key security, and float management.
\nOptimize room assignment processes to ensure maximum occupancy, revenue, and guest satisfaction.<\/p>\n
Guest Relations & Public Relations<\/p>\n
Maintain a highly visible presence in the lobby and public areas, especially during peak arrival and departure periods.
\nLead the Guest Relations team in delivering warm, personalised, and proactive guest service.
\nHandle VIP arrivals, ensuring personalised amenities, room checks, and exceptional service delivery.<\/p>\n
Management of Marriott Guest Voice (Guest Experience System)<\/p>\n
Serve as the primary owner and administrator of the Guest Voice feedback platform.
\nMonitor daily, weekly, and monthly Guest Voice results, including GSS scores, sentiment trends, and guest comments.
\nLead the Guest Voice \u201caction planning\u201d process with all operational departments.<\/p>\n
Qualifications & Competencies<\/p>\n
Degree or Diploma in Hospitality Management or related field.
\nMinimum 5 years of Rooms Division or Front Office leadership experience, preferably in an upscale hotel environment.
\nStrong understanding of Front Office financial controls, guest service standards, and systems management.
\nExperience with guest satisfaction metrics<\/p>\n
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