Rooms Manager

KEY RESPONSIBILITIES: Room Operations Own daily Rooms operations, including reservations, arrivals, departures, room assignments, room status, special requests and shift handoffs Lead, schedule, train and develop the Reception/Front Desk team, with coverage built around occupancy and operating needs Maintain accurate guest profiles, stay information, room inventory and operational reporting Establish clear procedures and accountability across Front Desk, overnight operations and daily Rooms functions Personally manage escalated guest issues and ensure unresolved items are carried through to completion Guest & Member Experience Own the BIBA stay from pre-arrival through post-stay, ensuring it feels personal to the Club rather than like a conventional hotel Design and execute pre-arrival personalization, arrival and departure, and BIBA-specific room touches using known preferences and relevant Known by BIBA information Manage in-room offerings including wellness requests, personal items, turndown details, pillow preferences and next-day arrangements Close the loop after each stay, capturing feedback, preferences and relevant details for future visits Maintain discretion while ensuring guest information reaches the teams who need it Room Readiness & Physical Product Hold final accountability for the condition, presentation and release of all 24 guest rooms Partner with the Clubkeeping Supervisor on cleaning priorities, inspections, stayovers, deep cleans, linens, amenities and supplies Coordinate with Engineering on maintenance, out-of-order inventory and room-related technical issues Ensure the Rooms team provides first response to basic in-room technology needs, escalating to Engineering when required Track recurring room issues and drive resolution before they affect future stays Reservations & Membership Own the administration of reservations, booking changes, special requirements, multi-room stays and event-related room blocks Maintain working knowledge of room privileges by membership type and ensure preferred rates, complimentary nights and restrictions are applied correctly Partner with Member Relations to maintain accurate stay history, preferences and relevant member information Participate in PMS selection and final configuration and serve as the operating expert for Rooms systems Monitor upcoming occupancy, booking pace and stay patterns to anticipate operational needs Cross-department Coordination Build and manage the overnight operating model, including coverage, night audit, guest support, Security coordination, escalation and morning handoff Coordinate with Valet/Bell on arrivals, departures, luggage and transportation Partner with F&B and Events on in-room dining, room blocks and stay requirements connected to private events or groups Maintain clear daily communication across the teams supporting each stay Ensure packages, luggage hold, lost & found and personal items are handled securely and consistently Performance & Administration Manage Rooms labor, scheduling, supplies and operating expenses within approved budgets Maintain controls around charges, adjustments, complimentary stays and membership-related privileges Maintain accurate occupancy and Rooms reporting and support forecasting and budgeting Identify patterns affecting guest satisfaction, operating efficiency, room revenue or cost and recommend action Provide the Director of Hospitality Operations with the operating insight needed to inform rate strategy, yield and overall Rooms financial performance Pre-opening Responsibilities Design the complete BIBA stay journey, including pre-arrival, arrival, in-room experience, departure and post-stay follow-up Build the Rooms operating model, including Front Desk, overnight coverage, room-readiness workflows and cross-department communication Configure the PMS and establish reservation, membership privilege, guest-profile and reporting processes Recruit and train the Reception/Front Desk team and establish departmental standards, procedures and certification Lead room inspections, mock stays and opening rehearsals, identifying and resolving operational gaps before opening

WHAT SUCCESS LOOKS LIKE: Every room is consistently ready, every arrival is anticipated and the Rooms Manager has command of the full operation at all times Members and hotel guests feel recognized and cared for, with preferences remembered and details carried naturally from one stay to the next Front Desk, Clubkeeping, Engineering and supporting teams operate as one, with clear ownership and nothing falling between departments Issues are identified early, resolved quickly and followed through without the guest having to ask twice The Rooms operation feels effortless from the guest side because the systems, communication and standards behind it are exceptionally well run