Rooms Division Manager
Senior
Minor Hotels - Southern Europe
Milano, Milano, Lombardia, Italia
Di persona
Contratto a tempo indeterminato
Hospitality
Descrizione della Posizione Lavorativa
Role overview
As Rooms Division Manager, you will take strategic and operational responsibility for the entire Rooms Division, covering Front Office, Housekeeping & Maintenance, Guest Relations, Concierge and Guest Services (porters & doormen). Your objective is to set, maintain and exceed the brand's service standards and ensure flawless operational delivery.
You will also act as the guardian of alignment with The Leading Hotels of the World standards and LQA (Luxury Quality Assessment) protocols, promoting a culture of continuous improvement and advanced on-the-job training to elevate every element of the luxury guest experience.
Key responsibilities
- Operational leadership: Manage and coordinate all operational and administrative aspects of the Rooms Division to ensure a seamless and highly personalized guest journey.
- Performance & financial oversight: Monitor and optimise room occupancy, revenue indicators and departmental operating costs, with strict control of payroll and staffing efficiency.
- Guest satisfaction & quality: Drive guest satisfaction metrics, oversee online reputation, ensure timely complaint resolution and perform regular inspections of guest rooms and public areas to maintain impeccable cleanliness and maintenance.
- LQA governance: Act as the internal authority for LQA criteria, run regular audits across Front Office, Housekeeping and Guest Relations, interpret audit results and implement targeted corrective plans to safeguard ultra-luxury standards.
- Training & talent development: Design and deploy bespoke training programmes and advanced workshops on luxury service protocols, LQA compliance and guest engagement; coach Department Heads and build high-performing teams.
- Guest experience curation: Maintain a prominent presence in guest-facing areas, personally manage complex guest issues with diplomacy and agility, create memorable bespoke experiences and support upscale upselling initiatives to boost ancillary revenues.
- Team management & cross-functional cooperation: Inspire and align Rooms Division staff, produce precise staffing schedules, encourage collaboration with Food & Beverage and Sales, and manage objective performance reviews with clear career development paths.
Candidate profile
The ideal candidate will have a proven track record in luxury hotel operations and people leadership, combining a passion for exceptional quality with strong analytical and coaching capabilities.
- Minimum 5 years of progressive leadership experience in Rooms Division, Front Office or Operations management within top-tier upscale or ultra-luxury properties.
- Demonstrable mastery of LQA and Leading Hotels of the World standards (mandatory).
- Experience in staff development, training design or coaching in a luxury hotel context.
- An uncompromising commitment to quality, attention to detail and luxury service excellence.
- Strong analytical and financial skills to turn qualitative feedback and KPIs into efficient operational plans.
- Inspirational leadership style with excellent conflict resolution and mentoring abilities.
- Excellent written and spoken English; knowledge of a second foreign language is highly desirable.
Compensation
Gross annual salary starting from 39K. Final compensation will be aligned with the candidate's experience, skills and level of seniority.
Why join us
Minor Hotels Europe & Americas fosters internal development and mobility, offering a people-centred environment with learning, wellbeing and career growth opportunities across the group and internationally.
Benefits
- Competitive salary aligned with experience, plus potential bonus or incentive schemes depending on role level.
- Local additional benefits where applicable (meal vouchers, staff canteen, possible hybrid working models depending on role/country).
- Career development opportunities nationally and internationally, with training programmes via Minor Hotels University.
- Wellbeing initiatives, flexible working conditions where applicable and team member recognition programmes.
- Employee rates and promotions across the hotel portfolio and benefits via corporate loyalty programmes.
- For management positions, mobility support such as temporary accommodation for relocation, travel support, international assignment allowances (if eligible) and structured assistance during moves, plus planned career progression following assignments.