Rooms Division Director (04 / 09 / 2025)...

We currently have an exciting opportunity for an experienced Rooms Division Manager to join our team at our ultra-luxury awarded 3 Michelin Guide’s Key Hotels and one of World´s 50th Best hotels , One&Only Mandarina in Nayarit, México.

Reporting into the Resort Manager , you will be responsible for leading a great team and for overseeing all aspects of the resort Rooms Division operations which includes Front Office, Butlers, Concierge, Housekeeping, Laundry, KidsOnly, PBX and Bell Services; ensuring that you and the team are creating unforgettable first impressions and exceeding guests’ expectations during their stay and that you are creating an environment that develops, coaches and nurtures our colleagues.

About the Job.

With the global growth of our brands, you will be an integral part of the Resort’s success and your role goes beyond developing potential relationships where you will oversee the front office operation, lobby, coordinates and monitor that all guests’ arrival, departure, and in-house experiences are as per resort standards.

Key Duties And Responsibilities

• Adhere to all Resort rules and regulations as per Service Standard Policies and procedures.
• Ensure the reception team members will work with a sales focused attitude and are aware of sales opportunities within the resort which will assist with the maximization of revenue.
• Attending daily operation meeting and all group meetings. Actively participate in guest events when requested.
• Ensure all team members are aware of all room revenue targets and are kept informed of performance results.
• Review VIP arrival& special events.
• Ensure all non-guaranteed reservations are released at the appointed time.
• Adhere to the resort selling strategy by ensuring the use of correct rates.
• Ensure all booked out situations are handled in a diplomatic and professional manner ensuring future business from respective booked out guests.
• Ensure guests are communicated with and assisted in an efficient, warm and professional manner by all team members.
• Ensure a consistently high standard of presentation is maintained for both the department and the team members.
• Actively review guest comments and feedback, communicate this with the team members and implement procedures to enhance guest satisfaction.
• Have full knowledge of all products and services provided by the resort and in the local area.
• Schedule and maximize annual leave for team members during low demand periods.
• Ensure regular communication meetings are held within the department.
• Implement a full training plan within the reception to develop all personnel to their full potential.
• Ensure new team members are fully trained and certified to carry out duties as per resort standards.
• Monitor and keep up to date all training records and schedules to ensure planning and completion is carried out as per resort standard.
• Conduct appraisals with all team members.
• Actively develop team member skills and performance through coaching and training.
• Maintain and oversee accuracy of guest profiles and remarks.
• Adhere to resort credit policies to ensure all expected revenues are secured.
• Review, maintain and implement systems and procedures as directed.
• Ensure daily shift handovers are conducted in a professional and constructive manner.
• Regularly spot check duty shift checklists to ensure tasks are completed.
• Review daily reports to ensure system is being maintained as per company policies and procedures.
• Review the LQA & Mystery Shopper results and prepare a plan of action.
• Maintain quality documentation.

About you.

We are looking for a candidate with Rooms Division leadership experience gained in a luxury 5-star resort; solid commercial acumen and a warm, welcoming and outgoing personality; ensuring we deliver the highest of standards consistently and that our guests who visit our resorts have amazing experiences and everlasting memories.

If this sounds like you, we would love to hear from you, and with an incredible portfolio of ultra-luxury One&Only resorts located across the globe and exciting expansion planned, this is an opportunity not to be missed!