Job Description

COMPANY

Explore an exciting new career path with The Westin Brisbane, part of Marriott International. Explore endless possibilities with the #1 leader in hospitality worldwide. Unmatched opportunities await you! The next step in your career could lead to the greatest adventure.

We are excited to announce an opportunity for an experienced and passionate Rooms Division Manager to join our leadership team at The Westin Brisbane.

Be where you can do your best work, begin your purpose, belong to an amazing global team and become the best version of you.

Role Overview:

As the Rooms Division Manager, you will provide strategic and operational leadership across key areas of the Rooms Division, including Front Office, Concierge, Heavenly Spa and the Executive Club Lounge, while working closely with the Housekeeping team to ensure a seamless and elevated guest experience.

You will lead and inspire our teams to deliver exceptional service, drive guest and associate satisfaction, maintain brand standards and maximise the operational and financial performance of the division.

As a key member of the hotel leadership team, you will create an environment of empowerment, teamwork and continuous improvement, while ensuring our teams consistently anticipate and exceed the evolving needs of our guests.

Key Responsibilities:

• Lead the day-to-day operations of Front Office, Concierge, Heavenly Spa and the Executive Club Lounge, ensuring exceptional service and operational excellence.
• Partner closely with Housekeeping to ensure room readiness, quality standards and a seamless guest journey across the hotel.
• Lead, coach and develop department leaders and associates, creating a culture of motivation, empowerment, teamwork and continuous improvement.
• Champion The Westin's service culture and ensure all associates consistently meet or exceed our hospitality and brand standards.
• Monitor guest satisfaction results and feedback, identifying opportunities and implementing action plans to continually enhance the guest experience.
• Maintain a highly visible presence across Rooms Division operations, proactively engaging with guests and supporting teams during key periods.
• Lead service recovery and ensure guest concerns are handled professionally, promptly and with a genuine commitment to resolution.
• Drive departmental performance against operational, productivity and financial goals, identifying opportunities to maximise revenue and manage costs.
• Review financial and operational performance data to identify opportunities for improvement and ensure departmental goals are achieved.
• Support workforce planning, recruitment, onboarding, training and development across the Rooms Division.
• Build strong relationships across hotel departments to ensure effective communication and collaboration.
• Celebrate team successes, recognise outstanding performance and create an inclusive environment where associates are encouraged to contribute and grow.

About You:

• An experienced hotel operations leader with a strong background in Rooms Division, Front Office or a similar operational leadership role, ideally within a premium or luxury hotel environment.
• A passionate people leader who can inspire, coach and develop high-performing teams.
• A genuine passion for delivering exceptional guest experiences and creating memorable moments, while also ensuring prompt resolution of any guest complaints and recommending solutions.
• Empower teams to maintain and develop guest loyalty
• Strong commercial and business acumen, with the ability to understand operational and financial performance and identify opportunities for improvement.
• Excellent communication, relationship-building and problem-solving skills.
• Confident in managing a dynamic operation, balancing competing priorities and making effective decisions.
• A collaborative leadership style with the ability to build strong partnerships across all hotel departments.
• Strong attention to detail and a commitment to maintaining the highest standards of service and presentation.
• Passion for the hospitality industry and a desire to learn, think, grow and continue to evolve in your role
• RMLV certificate and sound Opera experience is highly desirable

Benefits

• The best hotel training opportunities produced independently by The Westin Brisbane and internationally recognised training programs by Marriott International.
• Discounts on hotel rooms across properties within the Marriott International group for you, your family and friends.
• Discretionary Bonus Plan.
• Discounts on food & beverage across our hotels.
• Recognition programs to keep you motivated.
• Wellbeing & mindfulness programs to support your health and wellbeing.
• Employee Assistance Program.
• ‘Great Place to Work’ certified.

Join us at The Westin and Four Points by Sheraton, and be part of our dedication to excellence in service and operational efficiency

“We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity”

“Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process, please email us at sarah.black1@westin.com”

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