Room Division Manager (Luxury Wellness Resort)

Key Responsibilities

1. Strategic Leadership & Business Management

• Formulate and implement comprehensive property-wide operational strategies that optimize room revenues, occupancy margins, and Average Daily Rate (ADR) across our luxury suites and private villas.

• Manage, audit, and regulate the Rooms Division's annual operational budget, capital expenditures (CAPEX), and departmental labor margins.

• Review daily arrival metrics, VIP requirements, and complex guest requests to perfectly align cross-departmental schedules with property fluctuations.

• Partner with Sales, Marketing, and E-Commerce teams to maximize online distribution networks, manage OTA parameters, and ensure smooth channel transitions.

2. Service Excellence & Quality Assurance

• Drive and monitor the resort's lifestyle service standards across all touchpoints, ensuring guest journeys seamlessly blend premium hospitality with wellness expectations.

• Analyze guest satisfaction feedback, audit operational loopholes, and establish corrective measures or modernized Standard Operating Procedures (SOPs) to ensure the resort remains consistently audit ready.

• Take ultimate ownership of complex guest complaints or service recoveries, handling incidents with high emotional intelligence, professional presentation, and perfect composure.

3. Human Resources & Team Engagement

• Partner directly with the Human Resources Director to review departmental rosters, ensuring labor structures follow local regulatory limits (45 hours/week) while managing overtime effectively.

• Foster a collaborative, team-oriented culture that focuses on preventing operational burnout and sustaining elite engagement levels in a high-volume leisure resort environment.

• Conduct objective, automated performance metrics evaluations (PMS) for immediate direct reports, establishing clear professional milestones.

4. Talent Cultivation & Operational Agility

• Identify high-potential talent within the Rooms Division and establish tailored cross-training frameworks to enhance multi-skilled operational agility.

• Design and execute localized training modules that bridge traditional luxury service codes with advanced wellness hospitality concepts.

• Mentor departmental leaders to build robust succession paths, ensuring seamless leadership transitions during expansion or seasonal cycles.

5. Health, Safety, & Asset Protection

• Work together with the Chief Engineer and Safety/Security Officers to manage asset-preventive maintenance workflows for all rooms, public walkways, and common resort spaces.

• Ensure full compliance across all departments room with emergency response steps, First Aid availability, and hazard mitigation protocols.

Required Qualifications

• Education: Diploma or Bachelor's degree in Hotel Management, Business Administration, Hospitality, or a related major from an accredited university.

• Experience: Minimum 5–7 years of progressive professional hospitality experience, with at least 2–3 years in an executive rooms leadership role (e.g., Rooms Division Manager or senior Front Office/Housekeeping Manager) within a premium 4/5-star hotel, luxury villa setup, or luxury wellness resort environment.

• Financial & Technical Acumen: Deep capability in budget formulation, P&L analysis, labor cost control, and room inventory yield management. High proficiency with advanced Property Management Systems (PMS), Central Reservation Systems (CRS), and Channel Managers.

• Communication: Fluent command of professional spoken and written English, with the ability to communicate effectively with international stakeholders and local teams.

• Market Knowledge: Prior operational experience within the Phuket luxury resort market or a highly cyclical premium international leisure hub.

• Leadership: Demonstrated success in building multi-skilled teams, managing cross-functional operations, and presenting an exceptional executive presence.

• Flexibility: High emotional endurance and flexibility to adapt roster structures or work hours during high-occupancy cycles or specific business demands.