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
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