Job Description: Rooms Division Manager
Reports to: General Manager
Department: Rooms Division (Front Office, Housekeeping, Reservations, Guest Services)
Location: Pullman London St. Pancras
Job Purpose
The Rooms Division Manager is responsible for the overall management and performance of the Front Office, Housekeeping, Reservations and Guest Services departments. The role ensures exceptional guest experiences, operational efficiency, revenue optimisation, and compliance with brand and company standards.
Key Responsibilities
Operational Management
- Ensure seamless guest journey from reservation to departure.
- Lead and oversee Front Office, Housekeeping, Reservations and Guest Services teams.
- Maintain high standards of cleanliness, presentation and service delivery.
- Conduct regular quality audits and room inspections.
- Manage room inventory, availability and allocation strategies.
Guest Experience
- Monitor service standards and implement continuous improvement initiatives.
- Drive outstanding guest satisfaction scores and online reputation.
- Handle and resolve guest complaints promptly and professionally.
- Ensure VIP and group arrivals are well coordinated.
Commercial & Financial Performance
- Work closely with Revenue Management to maximise occupancy and ADR.
- Monitor payroll, departmental costs and productivity.
- Prepare and manage Rooms Division budgets.
- Identify upselling and cross-selling opportunities.
People Management
- Recruit, train, develop and coach departmental managers and supervisors.
- Conduct performance reviews and succession planning.
- Foster a positive, high-performance team culture.
- Ensure compliance with HR policies and employment legislation.
Compliance & Standards
- Ensure full compliance with health & safety, fire regulations and brand standards.
- Maintain security procedures and safeguarding protocols.
- Support audit processes and implement corrective actions where required.
Key Skills & Experience
- Proven experience as a Rooms Division Manager or Senior Front Office Manager in a hotel environment.
- Strong leadership and team management skills.
- Solid financial and commercial awareness.
- Excellent communication and problem‑solving abilities.
- Experience with PMS systems (e.g., Opera or similar).
- Strong understanding of housekeeping operations.
- Knowledge of UK employment legislation (if UK‑based).
Key Competencies
- Guest‑focused mindset
- Commercially driven
- Highly organised
- Attention to detail
- Resilient under pressure
- Strong decision‑making skills
Additional Information
- Attractive salary
- Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK
- Pension Scheme: Secure your future with our contributory pension plan
- Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide
- Complimentary Meals: Free meals provided whilst on duty
- Wellness Perks: Free access to the hotel gym
- Employee Assistance Programme: Confidential support available 24/7
- Annual Leave: Up to 33 days of annual leave per year (including public holidays)
Salary: £60,000 per annum (£29.58 per hour) plus 10% annual bonus
The successful candidate must already have eligibility to work in the UK.
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