Room Division Manager

Join AccorHotel as a Room Division Manager at ibis Styles Kuala Lumpur Fraser Business Park. You will oversee the Front Office and Housekeeping Departments, driving operational efficiency, guest satisfaction, and cost control.

Job Summary As a Rooms Division Manager, you will be responsible for managing the overall operations of the Front Office and Housekeeping Departments, ensuring excellent guest experiences, and maintaining compliance with Accor brand standards.

Key Responsibilities

• Department Operations: Oversee daily Front Office and Housekeeping operations, ensuring smooth coordination between departments, monitoring room readiness, cleanliness, and guest arrivals.
• Guest Experience & Satisfaction: Ensure excellent guest service, handle major guest complaints, and implement corrective actions to improve guest experience.
• Front Office Management: Supervise the Front Office Manager, monitor departmental performance, and ensure proper check-in, check-out, and payment procedures.
• Housekeeping Management: Supervise the Housekeeping Manager, monitor cleanliness standards, and ensure guest rooms and public areas meet Accor brand standards.
• Financial & Cost Management: Prepare and monitor departmental budgets, control manpower costs, and implement cost-saving initiatives.
• People Management & Development: Provide leadership and guidance to Front Office and Housekeeping teams, conduct performance reviews, and identify training needs.
• Brand Standards, Safety & Compliance: Ensure compliance with Accor brand standards, SOPs, and audit requirements, and support Green Key sustainability initiatives.
• Reporting & Communication: Conduct regular meetings with department managers, review departmental KPIs, and submit operational reports to the General Manager.

Key Performance Indicators (KPIs)

• Guest satisfaction scores and complaint resolution
• Room cleanliness and room readiness performance
• Front Office service efficiency and payment compliance
• Housekeeping productivity and cost per occupied room
• Labour cost and overtime control
• Accor brand audit and internal audit compliance
• Employee performance, training, and engagement
• Loyalty programme performance

Qualifications

• Diploma or Degree in Hospitality Management or a related field
• Minimum 5 years of hotel operations experience, preferably with Front Office and Housekeeping management exposure
• Strong leadership, communication, and problem-solving skills
• Good knowledge of hotel property management systems, preferably OPERA
• Understanding of Accor brand standards, guest experience, and operational compliance
• Ability to manage multiple departments, control costs, and drive operational improvements