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 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