Rooms Manager

THE ROLE The Rooms Manager owns the complete rooms operation for BIBA’s 24-room boutique hotel, from reservation and pre-arrival through departure and post-stay follow-up; ensuring every stay feels seamless, organized and distinctly BIBA throughout.This is a hands-on leadership role responsible for the guest room experience, Front Desk/Reception, room readiness, systems and the coordination required across Clubkeeping, Engineering, Member Relations, Security, Valet/Bell and F&B.KEY RESPONSIBILITIES Room Operations Own daily Rooms operations, including reservations, arrivals, departures, room assignments, room status, special requests and shift handoffsLead, schedule, train and develop the Reception/Front Desk team, with coverage built around occupancy and operating needsMaintain accurate guest profiles, stay information, room inventory and operational reportingEstablish clear procedures and accountability across Front Desk, overnight operations and daily Rooms functionsPersonally manage escalated guest issues and ensure unresolved items are carried through to completionGuest & Member Experience Own the BIBA stay from pre-arrival through post-stay, ensuring it feels personal to the Club rather than like a conventional hotelDesign and execute pre-arrival personalization, arrival and departure, and BIBA-specific room touches using known preferences and relevant Known by BIBA informationManage in-room offerings including wellness requests, personal items, turndown details, pillow preferences and next-day arrangementsClose the loop after each stay, capturing feedback, preferences and relevant details for future visitsMaintain discretion while ensuring guest information reaches the teams who need itRoom Readiness & Physical Product Hold final accountability for the condition, presentation and release of all 24 guest roomsPartner with the Clubkeeping Supervisor on cleaning priorities, inspections, stayovers, deep cleans, linens, amenities and suppliesCoordinate with Engineering on maintenance, out-of-order inventory and room-related technical issuesEnsure the Rooms team provides first response to basic in-room technology needs, escalating to Engineering when requiredTrack recurring room issues and drive resolution before they affect future staysReservations & Membership Own the administration of reservations, booking changes, special requirements, multi-room stays and event-related room blocksMaintain working knowledge of room privileges by membership type and ensure preferred rates, complimentary nights and restrictions are applied correctlyPartner with Member Relations to maintain accurate stay history, preferences and relevant member informationParticipate in PMS selection and final configuration and serve as the operating expert for Rooms systemsMonitor upcoming occupancy, booking pace and stay patterns to anticipate operational needsCross-department Coordination Build and manage the overnight operating model, including coverage, night audit, guest support, Security coordination, escalation and morning handoffCoordinate with Valet/Bell on arrivals, departures, luggage and transportationPartner with F&B and Events on in-room dining, room blocks and stay requirements connected to private events or groupsMaintain clear daily communication across the teams supporting each stayEnsure packages, luggage hold, lost & found and personal items are handled securely and consistentlyPerformance & Administration Manage Rooms labor, scheduling, supplies and operating expenses within approved budgetsMaintain controls around charges, adjustments, complimentary stays and membership-related privilegesMaintain accurate occupancy and Rooms reporting and support forecasting and budgetingIdentify patterns affecting guest satisfaction, operating efficiency, room revenue or cost and recommend actionProvide the Director of Hospitality Operations with the operating insight needed to inform rate strategy, yield and overall Rooms financial performancePre-opening Responsibilities Design the complete BIBA stay journey, including pre-arrival, arrival, in-room experience, departure and post-stay follow-upBuild the Rooms operating model, including Front Desk, overnight coverage, room-readiness workflows and cross-department communicationConfigure the PMS and establish reservation, membership privilege, guest-profile and reporting processesRecruit and train the Reception/Front Desk team and establish departmental standards, procedures and certificationLead room inspections, mock stays and opening rehearsals, identifying and resolving operational gaps before openingWHAT SUCCESS LOOKS LIKEEvery room is consistently ready, every arrival is anticipated and the Rooms Manager has command of the full operation at all timesMembers and hotel guests feel recognized and cared for, with preferences remembered and details carried naturally from one stay to the nextFront Desk, Clubkeeping, Engineering and supporting teams operate as one, with clear ownership and nothing falling between departmentsIssues are identified early, resolved quickly and followed through without the guest having to ask twiceThe Rooms operation feels effortless from the guest side because the systems, communication and standards behind it are exceptionally well run