Rooms Division Manager

Rooms Division ManagerAdelaideFull Time: $65,000 – $72,500 per year + superannuationAbout Urban RestUrban Rest is a fast-growing challenger in the corporate accommodation space with properties across most major Australian capital cities, New Zealand, London and Dublin. We are a technology enabled business disrupting a stagnant sector with a unique focus on traveller well-being and sustainability. We have experienced rapid growth, strong customer loyalty and success expanding in Australia over the last eight years and are now going through a period of rapid scale-up and global expansion, offering the chance to join a growing business at a pivotal stage of growth.Benefits and PerksEmployee, friends and family discounts at at Urban Rest propertiesME Day's and Volunteer Days available per yearMonthly and quarterly team socialsLearn from disciplines across the whole business including finance, sales, and marketing, gaining a 360 understanding of running and growing a businessAs the company grows, this role will provide plenty of room for career growth and progressionWe're a social bunch and we strive to have a fun, friendly, and collaborative work environmentAbout the RoleThe Rooms Division Manager plays a critical role in ensuring exceptional day-to-day operational execution and guest satisfaction within our Apart'Hotel asset. The Rooms Division Manager will also assist in executing and supporting the greater city/region portfolio. Acting as the operational owner of the guests' experience, this role combines quality assurance, issue resolution, relationship management, and tactical delivery oversight to elevate Urban Rest's brand reputation at the building level. You will be responsible for coordinating with internal and external teams to execute quality standards, resolve service requests, optimise maintenance operations, and foster positive relationships with key building stakeholders. This is a high-autonomy role requiring a blend of hospitality experience, operational rigour, and strong stakeholder communication.Responsibilities Building-Level Inspections (SPAs)Perform structured Service & Product Audits (SPA) across assigned buildings.Identify and escalate quality issues and opportunities for improvement in building condition and guest experience, including maintenance, furnishing, signage and presentation improvementsProvide feedback loops to internal teams for remediation and continuous improvementGuest Experience Oversight & Field Service OptimisationMonitor guest experience metrics and review open work orders daily within region to ensure timely case resolutionFlag property readiness or issues affecting upcoming bookingsOversight of guest arrival, in-stay, and departure touchpointsFocus on apartment cleanliness, setup, amenities and readiness to check-in standardAccountability for audit pass rates related to room presentationPerform overrides or escalation routing within the Field Service system to balance guest priorities with commercial outcomesPartner with Guest Relations and Account Management teams to ensure high-priority or high-impact guest cases are appropriately addressed within regionBalance SLA adherence with commercial value and reputational risk when triaging cases.Quality Control, Preventative Maintenance & Operational EfficiencyOwn the preventative maintenance and quality audit calendar at the building/asset level, ensuring timely scheduling of recurring tasksManage Field Service rules and scheduling logic to ensure efficient technician and GX field team deploymentReview and refine scheduling settings based on building access, vendor availability and issue urgencyAchieve 95%+ compliance to quality inspection standards at building/asset levelLocal Team Leadership & PerformanceDirectly lead and develop building and city level Guest Experience Field Team membersSupport recruitment, onboarding and performance management in line with Urban Rest's standardsWork with GX Country Manager to plan resourcing based on forecasted growth and property volumesFoster proactive working relationships with internal and external Housekeeping Supervisors and team members, treating housekeeping team members and maintenance staff as an extension of field team for delivery of GX standardsCoordinate unit access and collaborate on joint resolutions to housekeeping-related service issues, providing additional training on standards and presentation if necessaryBuilding Stakeholder Relationship ManagementBuild and maintain strong working relationships with property owners, agents, building managersAct as the contact for issue resolution, case deferrals, or building-specific GX opportunitiesRepresent Urban Rest professionally in all in-building interactionsMaintain contact and escalation information at the building stakeholder level, ensuring it is up-to-date in the database and readily accessible to support operational continuity.Local Guest Experience InitiativesIdentify guest experience improvement opportunities at the building or precinct levelDesign and roll out initiatives (e.g., access improvements, amenity upgrades, welcome protocols) in partnership with relevant teamsTrack impact on guest feedback and escalate scalable initiatives to Country GX ManagerKey Metrics & ScorecardBuilding, City/Region NPS – Target 60+ NPS within assigned building/asset. Oversee and support city or region targets. Maintain or improve NPS per quarter/year Rooms Readiness & Cleanliness Compliance – Target >90% pass rate on room presentation, cleanliness, and readiness auditsBuilding City/Region COGS per Occupied Room Night – Maintain or reduce within established benchmarksOps Work Order Close Time – More than 90% of cases closed within target SLAOps Work Order Aging (Over 72 Hours) – Less than 5% of total building/asset cases aged over 72 hour and less than 5% of total city cases aged over 72 hoursSPA Completion Rate – 95%+ of required SPAs completed on scheduleBuilding/Region QC Compliance Rate – 90%+ compliance within the building & region (Quality Inspections, Preventative Maintenance. Test & Tag, etc.) Owner/Agent/Building Manager Feedback – Positive relationship indicators / low escalationsWhat We Look ForFlexibility to work across a 7 day rotating roster to ensure coverage across the whole week for our guests2+ years in hotel operations, facilities management, property management, or guest-facing service deliveryStrong working knowledge of preventative maintenance systems and service work order managementComfortable working independently Commercially astute with a clear understanding of cost vs experience trade-offsPersonable, solutions-oriented, and professional in high-pressure guest or owner situationsCompetency level equivalent with hotel Rooms Division, Front Office or Housekeeping leadership experienceDiversity & InclusionAt Urban Rest, we extend our invitation to candidates from Indigenous, neurodiverse, disabled, international, and diverse cultural backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process. We encourage candidates from various backgrounds to apply, as we value diversity and believe in creating an environment where everyone can succeed. Please let us know if you require any additional adjustments or support to help you through this process so you can shine as the best version of yourself.How to ApplyPlease submit your application through the link on this website by including an up-to-date resume with relevant skills and experience alongside a cover letter addressing how you meet the criteria and your interest in the role.If you want to learn more about our company please see our website – We look forward to hearing from you