Company Description
Grand Mercure Bangalore offers 126 suite style rooms with in-built kitchenettes. Our rooms offer the privacy you want but with the luxury and indulgence of a hotel. These suites are modern, tasteful and relaxing, suiting purposes of both leisure as well as business. Bright and spacious, they also include flat screen televisions, DVD players, music systems, Wi-Fi and 24 hour room service.
Grand Mercure is known for its passion for food and wine. Dining is always a culinary experience with ‘The Verandah’, our Global Cuisine restaurant and ‘By The Blue’, our poolside RestoBar which offers inspired Indian cuisine.
Job Description
The Rooms Division Manager is a senior operational leader responsible for ensuring exceptional accommodation and guest experience standards . The role has full oversight of Front Office, Housekeeping, Laundry, Spa, Recreation and Health Club operations, with a strong operational focus on Housekeeping excellence, cleanliness, presentation, and readiness of all guest accommodation and public areas.
The position is accountable for guest satisfaction, service delivery, operational efficiency, people leadership, and financial performance across the Rooms Division, ensuring that the resort consistently meets and exceeds luxury brand and guest expectations.
1. Guest Experience & Service Delivery
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Own and manage the end-to-end guest accommodation experience, from pre-arrival preparation to departure and post-stay follow-up.
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Personally oversee VIP, repeat, long-stay, and high-value guest experiences, ensuring recognition, preferences, and special arrangements are executed flawlessly.
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Act as the senior point of escalation for guest concerns and service recovery, ensuring swift, empathetic, and effective resolution.
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Monitor guest feedback, satisfaction scores, and online reviews, implementing corrective actions and continuous improvement initiatives.
2. Housekeeping Leadership & Accommodation Standards
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Provide direct leadership and strategic oversight of Housekeeping operations, including guest rooms, suites, villas, public areas, and linen/laundry operations.
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Ensure all rooms and public areas consistently meet luxury cleanliness, hygiene, and presentation standards through established SOPs, cleaning schedules, and deep-clean programs.
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Conduct daily room inspections and resort walkthroughs to ensure readiness, attention to detail, and defect-free presentation.
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Coordinate with Engineering to ensure timely maintenance, efficient room turnaround, and asset preservation.
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Lead training and development of Housekeeping teams with a focus on attention to detail, pride in presentation, and guest privacy.
3. Front Office & Resort Operations Oversight
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Oversee Front Office and Guest Services operations to ensure seamless arrivals and departures, accurate room allocation, and effective guest communication.
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Ensure close coordination between Front Office and Housekeeping to maximize room availability, occupancy, and guest satisfaction.
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Provide leadership oversight of Spa, Recreation, and Health Club operations to ensure alignment with overall guest experience standards.
4. People Leadership & Workforce Management
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Lead, coach, and develop Department Heads and team members within the Rooms Division, setting high standards of professional conduct, grooming, and workplace discipline.
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Conduct regular departmental meetings focusing on service quality, guest feedback, and operational performance.
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Partner with People & Culture on recruitment, training, performance management, succession planning, and disciplinary processes.
5. Financial & Commercial Accountability
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Prepare, manage, and control the Rooms Division operating budget
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Monitor and control labor costs, productivity ratios, operating expenses, and departmental profitability.
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Drive revenue optimization through effective room inventory management and collaboration with Revenue Management.
6. Communication & Reporting
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Ensure clear, timely communication across all departments regarding VIP arrivals and departures, group movements, special guest requirements, and operational challenges.
Qualifications
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, colleagues and third parties that reflects highly on the hotel, the brand and the Company.
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Masters degree or Degree in Hotel Administration, Business Administration or equivalent
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Good writing skills
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Proficient in the use of Microsoft Office
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Problem solving, reasoning, motivating, organizational and training abilities
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A high energy level and a passion for achieving results
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Strong Leadership skills in managing teams to drive for results
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Ability to manage complex relationships
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A passion for delivering superior results
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At least 10 years of guest service / hotel experience with 3 years in a management capacity, or an equivalent combination of education and experience.
Additional Information
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
