Overview

We are recruiting!

Our client in Lusaka is looking for a Rooms Division Manager to join their team for a job vacancy within the hospitality industry.

To apply, or for more information, follow the link below.

The Rooms Division Manager is responsible for the overall leadership, operational effectiveness, guest experience, and financial performance of all Rooms Division functions. This includes the Front Office, Guest Relations, Concierge, Bell Desk, Switchboard, Night Audit, and Rooms-related performance systems.

A key focus of this role is to ensure:

• Strong operational and financial controls within the Front Office
• Exceptional guest relations and public relations delivery
• Effective management and improvement of the Guest Voice feedback system
• Consistent delivery of service excellence across all guest touchpoints

Key Responsibilities

1. Front Office Leadership & Operational Controls

• Oversee all Front Office operations, ensuring smooth management of arrivals, departures, reservations, room allocation, billing, and guest information management.
• Implement and enforce controls across cashiering, credit procedures, billing accuracy, room key security, and float management.
• Optimize room assignment processes to ensure maximum occupancy, revenue, and guest satisfaction.

2. Guest Relations & Public Relations

• Maintain a highly visible presence in the lobby and public areas, especially during peak arrival and departure periods.
• Lead the Guest Relations team in delivering warm, personalised, and proactive guest service.
• Handle VIP arrivals, ensuring personalised amenities, room checks, and exceptional service delivery.

3. Management of Marriott Guest Voice (Guest Experience System)

• Serve as the primary owner and administrator of the Guest Voice feedback platform.
• Monitor daily, weekly, and monthly Guest Voice results, including GSS scores, sentiment trends, and guest comments.
• Lead the Guest Voice “action planning” process with all operational departments.

Qualifications & Competencies

• Degree or Diploma in Hospitality Management or related field.
• Minimum 5 years of Rooms Division or Front Office leadership experience, preferably in an upscale hotel environment.
• Strong understanding of Front Office financial controls, guest service standards, and systems management.
• Experience with guest satisfaction metrics