Rooms Division Manager

**Additional Information**
**Job Number**25185973
**Job Category**Rooms & Guest Services Operations
**Location**The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management- Join a legacy of excellence at The Ritz-Carlton, Melbourne, where we craft memorable experiences for our guests & create the Ritz-Carlton mystique.
- **Position Summary**
- The Rooms Division Manager is responsible for the overall leadership, strategic planning and flawless execution of all Rooms operations at The Ritz-Carlton, Melbourne. This role oversees Front Desk, Service Experience, Housekeeping, Concierge, Club and related operational areas to ensure the highest level of luxury service consistent with The Ritz-Carlton Gold Standards.
- The position requires expert-level knowledge of Opera PMS, strong proficiency in room allocation and inventory strategy, a deep understanding of the Marriott Bonvoy loyalty program, and exceptional skill in guest relations and problem resolution. The Rooms Division Manager supports all aspects of departmental operations, including roster management, payroll governance and talent acquisition, while driving both guest and employee satisfaction and maximizing the financial performance of the Rooms Division.

**Core Responsibilities**:
Participates in and practices Service Values, Three Steps of Service, Employee Promise and Credo to create the Ritz-Carlton mystique.

**Supporting the Management of Rooms Division Activities**
- Drives the brand’s service vision for exceptional product and service delivery.
- Communicates clear operational and strategic goals, ensuring alignment across all Rooms teams.
- Demonstrates advanced proficiency in Opera PMS, including billing codes, rate loading, room status management, and troubleshooting.
- Oversees and optimizes room allocation strategies, ensuring accurate forecasting, VIP placement, and maximizing suite and premium inventory.
- Monitors and supports Marriott Bonvoy elite guest recognition, ensuring seamless delivery of benefits and personalization.
- Monitors arrivals, departures, group movements, special requests, and amenity coordination.
- Reviews daily and weekly Rooms Division reports, including Opera reports, inventory summaries, and departmental logs.
- Ensures employees have required tools, equipment, and uniforms to perform at elevated service levels.
- Understands night audit functions, procedures, and associated reporting.
- Adheres to safety, loss prevention and crisis management procedures for the property.

**Managing Profitability**
- Reviews service and operational issues to identify trends and implement improvements.
- Partners with Rooms leaders to develop strategies aligned with Marriott International and The Ritz-Carlton business objectives.
- Oversees departmental expenses, maintaining strict cost control while ensuring luxury service deliver

**Managing Revenue Goals**
- Monitors Rooms revenue performance against budget, including ADR, occupancy, RevPAR, and upsell initiatives.
- Reviews and interprets financial statements to determine performance opportunities.
- Oversees wage, roster and payroll management, ensuring alignment with labor forecasts and Wage Progress Reports.
- Coaches leaders on labor efficiency, productivity and accountability for results.

**Ensuring and Providing Exceptional Customer Service**
- Demonstrates and communicates the luxury drivers of guest satisfaction for The Ritz-Carlton guest profile.
- Ensures genuine, anticipatory, and personalized service throughout the guest journey.
- Reviews guest feedback from GXP, Bonvoy feedback channels, and on-property interactions, ensuring timely corrective action.
- Oversees VIP arrivals, personalizing experiences and ensuring flawless execution.
- Remains visible and accessible to guests, creating meaningful moments and gathering feedback.
- Continuously integrates insights and personal judgment into improvement plans.
- Emphasizes guest satisfaction and service excellence in all team communications.

**Managing and Conducting Human Resources Activities**
- Creates an environment of trust, empowerment, and engagement for all Rooms Division Ladies & Gentlemen.
- Oversees roster creation, scheduling accuracy, payroll integrity, and compliance with local employment regulations.
- Ensures regular communication via daily line-ups, pre-shifts, and departmental meetings.
- Sets clear expectations through the performance review process and holds leaders accountable.
- Utilizes an open-door policy to address employee concerns and drives engagement survey improvement.
- Applies disciplinary procedures consistently in line with SOPs and LSOPs.
- Champions brand initiatives and change management processes.

**Our Benefits**:

- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and f