Complaint Resolution jobs

Rooms Division Manager

Department: Rooms Division
Reports to: Resort Manager
Direct Reports: Front Desk Manager, Housekeeping Manager
Location: Nakoda Lakeside Lodge
Position Type: Full-Time

Position Overview

The Rooms Division Manager provides overall leadership and operational oversight for Front Desk, Housekeeping, and Guest Activities & Adventure Programming.

This highly visible leadership role is responsible for delivering a seamless, welcoming, and memorable guest experience from pre-arrival through departure. The Rooms Division Manager ensures strong service standards, effective staffing, financial performance, interdepartmental communication, and operational excellence across all guest-facing areas.

The ideal candidate is a hands-on hospitality leader who is passionate about guest experience, team development, and delivering high standards in a resort environment.

Key Responsibilities

Rooms Division Leadership

• Provide leadership and direction to Front Desk, Housekeeping, and Guest Activities & Adventure.
• Establish and maintain consistent service and operational standards.
• Monitor departmental performance, guest satisfaction, staffing, financial results, and service levels.
• Set departmental goals, procedures, and operating plans.
• Monitor hotel ratings and respond to guests’ comments on Trip Advisor, Google and any other applicable platforms.
• Conduct regular leadership meetings to review performance, priorities, staffing, and operational needs.
• Foster a culture of hospitality, teamwork, accountability, and continuous improvement.

Front Desk & Guest Services

• Oversee efficient and welcoming check-in, check-out, concierge, guest communication, and service recovery.
• Ensure accurate room assignments, billing, deposits, guest records, VIP arrangements, and special requests.
• Monitor arrivals, departures, occupancy, groups, VIPs, and room availability.
• Ensure staff are knowledgeable about resort amenities, dining, activities, events, and local experiences.
• Work closely with Sales, Revenue, Housekeeping, and Maintenance to maximize room availability and guest satisfaction.
• Maintain high standards for personalized and attentive guest service.

Housekeeping

• Oversee housekeeping standards for guest rooms, suites, public areas, and back-of-house spaces.
• Ensure rooms are clean, inspected, maintained, and ready for arrival.
• Work with the Housekeeping Manager to align staffing with occupancy and operational requirements.
• Establish effective quality-control and inspection procedures.
• Monitor linen, amenities, supplies, and operating inventory. Place orders with Resort Manager, when required.
• Control labour and operating costs while maintaining quality standards.
• Coordinate with Maintenance regarding room deficiencies, repairs, and preventative maintenance.

Guest Activities & Adventure

• Oversee the resort's guest activities and adventure programming.
• Ensure activities are safe, engaging, culturally respectful, and aligned with the resort experience.
• Work with the Guest Activities / Adventure Manager to develop seasonal programming.
• Ensure activities are properly staffed, scheduled, communicated, and supported.
• Monitor participation, guest feedback, revenue opportunities, and program performance.
• Maintain appropriate safety, equipment, risk-management, and operating standards.
• Identify opportunities to create memorable experiences that celebrate the land, culture, and location of the resort.

Guest Experience

• Maintain a visible presence throughout the resort and actively engage with guests.
• Personally oversee significant guest concerns and service recovery.
• Identify opportunities to exceed expectations and create memorable guest experiences.
• Monitor guest feedback, reviews, surveys, and satisfaction trends.
• Ensure a consistent guest journey from pre-arrival through departure.

Leadership & Team Development

• Oversee staffing requirements and schedules across all three departments.
• Recruit, train, coach, and develop department leaders and team members. Provide performance reviews for staff to align with the Resorts standard timelines.
• Establish clear performance expectations and accountability.
• Support performance management, recognition, and employee development.
• Build strong communication and teamwork between Front Desk, Housekeeping, and Guest Activities.

Financial & Operational Management

• Develop and manage departmental budgets with the Resort Manager and Finance.
• Monitor labour costs, operating expenses, supplies, and departmental revenues.
• Review financial and operational reports and identify opportunities for improved efficiency and profitability.
• Ensure appropriate controls for purchasing inventory, cash handling, and departmental expenses.
• Work with Revenue Management and Sales to support occupancy, ADR, guest satisfaction, and overall resort profitability.

Cross-Departmental Coordination

• Work closely with the Resort Manager and leadership team to support seamless resort operations.
• Coordinate with Sales & Marketing, Revenue, Food & Beverage, Banquets, Maintenance, Security, and Accounting. Assist with identifying future marketing potentials.
• Ensure effective communication regarding groups, VIPs, events, activities, room requirements, and special guest requests.
• Host daily operational meetings and resort-wide initiatives. Share Resort occupancy levels, in-house guest concerns, arrivals & departures, incidents, or any other necessary items.
• Attend and participate in weekly management meetings.
• Support special events, seasonal operations, openings, and operational projects.
• Assist Resort Manager with coordination of seasonal décor requirements

Qualifications & Experience

• 5+ years of progressive hospitality experience, preferably in a hotel, resort, luxury lodge, or full-service property.
• Previous management experience in Rooms Division, Front Office, Housekeeping, or hotel operations.
• Experience leading multiple departments or department managers is strongly preferred.
• Strong understanding of front office and housekeeping operations.
• Resort activities, recreation, adventure, or programming experience is an asset.
• Strong financial, budgeting, labour-management, and operational skills.
• Excellent communication, leadership, coaching, and team-development abilities.
• Highly organized with strong attention to detail and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced resort environment.
• Experience with PMS and hotel management systems.
• Flexible availability, including evenings, weekends, holidays, and peak operational periods.

Key Performance Indicators

Success in this role will be measured by:

• Overall guest satisfaction and guest experience scores.
• Front Desk service performance and efficiency.
• Housekeeping quality, inspection scores, and room readiness.
• Guest Activities participation, satisfaction, and revenue performance.
• Labour and operating cost performance.
• Effective guest complaint resolution and service recovery.
• Employee engagement, retention, training, and development.
• Operational accuracy and efficiency.
• Strong cross-departmental communication and collaboration.
• Achievement of financial and operational targets.

Core Competencies

Hospitality Leadership Guest Experience Operational Excellence Team Development Communication Financial Accountability Problem Solving Attention to Detail Collaboration Service Recovery Strategic Thinking

Leadership Philosophy

The Rooms Division Manager is expected to be a highly visible, hands-on leader who creates an environment where both guests and employees feel genuinely welcomed, respected, and valued.

Pay: $80,000.00-$100,000.00 per year

Benefits:

• Company pension
• Life insurance
• On-site parking

Work Location: In person