รายละเอียด

Role Overview
As the Room Division Manager, you will function as the strategic business leader of the property's Rooms Operations, encompassing the Front Office, Housekeeping, Guest Relations, and Security. Working closely with department heads and as an active member of the Executive Committee (EXCOM), you will develop, adapt, and execute localized operational strategies that safeguard our premium wellness concept, optimize inventory channels, drive bottom-line profitability, and maximize property asset preservation.
You will play a pivotal part in translating guest sentiment data into proactive service programs, keeping teams highly engaged under our core cultural pillars, and delivering a superior return on investment to ownership.

Key Responsibilities
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.

Required Qualifications

• Education: Diploma or Bachelor’s degree in Hotel Management, Business Administration, Hospitality, or a related major from an accredited university.

• Experience: Minimum 5–7 years of progressive professional hospitality experience, with at least 2–3 years in an executive rooms leadership role (e.g., Rooms Division Manager or senior Front Office/Housekeeping Manager) within a premium 4/5-star hotel, luxury villa setup, or luxury wellness resort environment.
• Financial & Technical Acumen: Deep capability in budget formulation, P&L analysis, labor cost control, and room inventory yield management. High proficiency with advanced Property Management Systems (PMS), Central Reservation Systems (CRS), and Channel Managers.
• Communication: Fluent command of professional spoken and written English, with the ability to communicate effectively with international stakeholders and local teams.
• Market Knowledge: Prior operational experience within the Phuket luxury resort market or a highly cyclical premium international leisure hub.
• Leadership: Demonstrated success in building multi-skilled teams, managing cross-functional operations, and presenting an exceptional executive presence.
• Flexibility: High emotional endurance and flexibility to adapt roster structures or work hours during high-occupancy cycles or specific business demands.