Select Service Hotel - Medicine Hat, AB
Job Summary
Reporting to the Area General Manager, the Rooms Division Manager leads Front Office, Housekeeping, Reservations, Guest Services and Engineering. This role ensures a seamless guest journey from reservation through departure, maintains brand and cleanliness standards, optimizes room inventory and departmental profitability, and develops engaged teams that consistently deliver efficient, welcoming and responsive service.
Major Duties and Responsibilities
- Lead the daily operation of Front Office, Housekeeping, Reservations, Engineering and related guest service functions, ensuring effective coordination, appropriate staffing and consistent execution of hotel standards
- Create a smooth guest experience from arrival to departure, responding promptly to inquiries, service concerns and escalated complaints with timely follow-up and service recovery
- Maintain high standards for guest rooms and public areas through regular inspections, effective housekeeping controls and close coordination with Maintenance on deficiencies and out-of-order rooms
- Manage room inventory, availability, occupancy and upselling with Revenue Management and Sales to grow market share, room revenue and profitability
- Prepare and manage rooms division budgets, forecasts, labour plans and expenses, review results with the General Manager and take corrective action when targets are missed
- Monitor key performance indicators including guest satisfaction, cleanliness, productivity, labour cost, room readiness, occupancy and ADR to drive continuous improvement
- Set and communicate departmental goals, procedures, service expectations and shift priorities, lead daily briefings and empower team members to own guest solutions
- Recruit, onboard, schedule, coach and develop department leaders and team members, including regular feedback, performance reviews and succession planning
- Ensure compliance with company policies, brand standards, privacy and payment procedures, health and safety, security practices and applicable employment or collective agreement provisions
- Coordinate rooms-related capital projects, property improvement plan requirements, deep-cleaning programs and renovation readiness
- Participate in leadership meetings and act as Manager on Duty, making sound operational decisions and escalating significant issues to the General Manager
- Maintain a visible, hands-on presence throughout the hotel, supporting Front Office, Housekeeping and other departments during peak demand or staffing gaps
Minimum Qualifications and Skills
- Diploma or degree in Hospitality Management, Hotel Management, Business Administration or a related field, or an equivalent combination of education and experience
- 4 to 5 years of progressive hotel operations experience, including at least 2 years in a leadership role within Front Office, Housekeeping or Rooms Division
- Current experience as a Director of Rooms, Rooms Division Manager or Rooms Operations Manager preferred
- Proven ability to lead multidisciplinary teams, manage schedules and labour, coach leaders, address performance concerns and build a culture of accountability and recognition
- Strong knowledge of front office procedures, reservations, room inventory, housekeeping operations, service recovery, quality assurance and hotel safety and security
- Sound financial and analytical skills, including budgeting, forecasting, payroll control, productivity measurement and departmental P&L interpretation
- Ability to collect, analyze and clearly present operational, financial and guest satisfaction data
- Excellent written and verbal communication, interpersonal and conflict resolution skills, with the ability to engage guests, team members and all levels of management
- Proven judgment and composure when resolving urgent operational issues in a fast-paced environment with limited supervision
- Proficiency with property management, reservations and point-of-sale systems, plus Microsoft Word, Excel and Outlook; cloud-based PMS experience is an asset
- Highly organized and detail-oriented, with strong time management, a sense of urgency and consistent follow-through
- Available to work a flexible schedule, including early mornings, evenings, overnights, weekends and holidays, based on hotel needs
