As our strategic Rooms Division Manager, you will champion, develop and implement operational strategies that support the hotel's overall business goals. You are responsible for Front of House (including Front Office, Guest Experience, Concierge and Housekeeping operations and will work closely with your direct reports – Front of House Manager and Executive Head Housekeeper – to develop and implement departmental strategies while ensuring the delivery of brand standards and the St. Pancras service culture.

You will ensure that Rooms Operations consistently meets brand standards, responds effectively to guest needs, drives associate engagement and satisfaction, identifies revenue opportunities, and maximises the financial performance of the department. Through strong leadership and operational excellence, you will create a seamless guest experience across all rooms-related functions.

You will work collaboratively with department heads across the hotel to support wider business objectives, deliver exceptional guest experiences, and ensure that products and services meet or exceed the expectations of our guests and associates. Your leadership will play a key role in maintaining high service standards, developing talent, and driving continuous improvement throughout the Rooms Division.

Guest Experience

• Champion Marriott's commitment to outstanding guest service and hospitality.
• Monitor Guest Voice performance and identify opportunities to improve guest satisfaction.
• Handle guest concerns and service recovery situations with professionalism and urgency.
• Maintain a visible presence within the operation, engaging with guests and associates regularly.
• Ensure VIP arrivals, special requests, and guest preferences are managed effectively.
• Create a welcoming environment that consistently exceeds guest expectations.

Operations Excellence

• Oversee the daily operations of Front of House and Housekeeping.
• Ensure all rooms and public areas meet Marriott brand and cleanliness standards.
• Drive room readiness, operational efficiency, and service consistency.
• Monitor operational processes and implement improvements where needed.
• Ensure regular communication through daily stand-ups, briefings, and departmental meetings.
• Support cross-functional collaboration to ensure a seamless guest experience.

People Leadership

• Lead, coach, and develop the Front Of House Manager, Executive Head Housekeeper, and their teams.
• Foster a culture of accountability, teamwork, recognition, and inclusion.
• Support recruitment, onboarding, training, and succession planning activities.
• Conduct regular performance reviews, development discussions, and coaching sessions.
• Promote associate engagement and a positive working environment.
• Ensure Marriott policies and procedures are applied fairly and consistently.

Financial Performance

• Support the achievement of departmental budgets and productivity goals.
• Monitor labour costs, payroll, and controllable expenses.
• Identify opportunities to improve efficiency without compromising guest satisfaction.
• Review operational and financial performance and implement action plans where required.
• Support the hotel's commercial goals through effective rooms inventory and operational management.

Quality & Compliance

• Ensure compliance with Marriott operating standards and audit requirements.
• Maintain health, safety, and security standards throughout Rooms Operations.
• Support successful performance in Marriott Health Check Audits and other operational reviews.
• Ensure departmental procedures are followed consistently and effectively.

How to measure success

• Consistently achieve or exceed Guest Voice goal and guest satisfaction scores.
• Deliver memorable guest experiences that drive loyalty, repeat business, and positive reviews.
• Effectively resolve guest concerns and service recovery opportunities, turning challenges into positive outcomes.
• Maintain strong associate engagement and retention through effective leadership, coaching for peak performance, and recognition.
• Identify, develop, and promote talent within the Rooms Division, building a strong future leader.
• Achieve departmental financial objectives, including labour productivity, payroll management, and expense control.
• Maximise operational efficiency while maintaining exceptional service standards.
• Support the hotel's overall profitability through effective planning, resource management, and performance monitoring.
• Consistently meet Marriott brand standards, quality assurance requirements, and audit expectations.
• Ensure Front Office and Housekeeping operations are executed efficiently and in line with company policies and procedures.
• Maintain exceptional standards of cleanliness, presentation, and room readiness throughout the hotel.
• Ensure strong collaboration between Front Office, Housekeeping, Engineering, and other operational departments.
• Deliver a seamless guest journey from arrival through departure.
• Maintain effective communication and planning processes that support daily operations and guest satisfaction.
• Build high-performing teams through visible leadership, accountability, and continuous development.

You know you’re doing a great job when:

• You are expected to be rated in the “Delivering” category reflecting consistent performance, enterprise leadership, and fulfilment of role expectations
• Are recognised and respected by all stakeholders as a key leader at St Pancras London
• All business measures are clearly defined, controlled, and achieved.

It’s important that you:

• Perform other related tasks as assigned by leadership.
• Comply with Marriott International Hotels Limited policies and procedures.
• Work the hours as required to do your job but normally not less than your contracted hours.