Rooms Division Manager

Additional Information
Job Number

Job Category
Rooms & Guest Services Operations

Location
The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000VIEW ON MAP

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.

We are seeking a passionate and strategic
Rooms Division Manager
to support the leadership of our multi-venue operation, encompassing our Front Desk, Service Experience, Housekeeping, Concierge, and Club on a Full-Time basis. We are specifically seeking candidates with a strong hotel background, who understand the operational structure and service standards within a luxury hospitality environment.

Please note: Sponsorship is not available for this role, only candidates with full working rights in Australia will be considered.
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.

The successful candidate embodies the Ritz-Carlton mystique, creates a culture of genuine care, and ensures all operational practices meet or exceed brand standards, guest expectations, and the luxury positioning of The Ritz-Carlton, Melbourne.

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.
• Leads and supports interviews, recruitment, and selection of high-performing candidates aligned with the Ritz-Carlton culture.
• 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 friends
• Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
• Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
• Genuine care for associates' physical, emotional and financial wellbeing through our Employee Assistance Program
• Opportunity to receive Employee Referral Incentives and get paid for working with your friend

Work for the Largest Hotel Network in the World which values equality, diversity and inclusiveness

The Ritz-Carlton Hotel is part of Marriott International's Luxury portfolio, which has committed to putting people first for 90+ years. Apply now

We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity.

Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process, please email us at

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world's top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International.
Be
where you can do your best work,
begin
your purpose,
belong
to an amazing global team, and
become
the best version of you.