Rooms Division Manager

Basecamp•Toronto, ON

3d•Onsite

About The Position

We are seeking a full-time Rooms Division Manager to join our team and support the Regional General Manager in overseeing the operations of Basecamp Resorts, Suites and Northwinds in Revelstoke. This role plays a key part in enhancing the overall guest offering by supporting high standards of service, cleanliness, and operational efficiency. Overseeing the Housekeeping and Guest Services teams, the Rooms Division Manager will manage day-to-day operations, supports the implementation of SOPs, and ensures service quality standards are consistently met. They also assist in ensuring the effective and efficient use of human, material, and financial resources within established budget.

Requirements

Previous leadership experience in hospitality is an asset, ideally with at least 1 year in a supervisory or team lead role within Front Office or Housekeeping
Strong understanding of guest service standards, housekeeping procedures, and front desk operations
Excellent interpersonal and communication skills
Highly organized with strong attention to detail and a proactive, solution-oriented mindset
Comfortable using property management systems (PMS), Microsoft Office Suite, and other operational software
Ability to multitask, prioritize, and remain calm under pressure
Willingness to work a flexible schedule, including evenings, weekends, and holidays as needed
Knowledge of workplace health & safety standards and operational best practices
Physical ability to perform property walkthroughs and assist with operational duties as required

Responsibilities

Builds and supports a capable, motivated, and service-driven Guest Services and Housekeeping team to improve employee retention, team engagement, and operational consistency.
Responsible for recruiting and onboarding high-potential candidates to reduce turnover and improve team stability.
Provides structured training and development to support service quality, reduce guest complaints, and increase cross-functional capability.
Helps maintain optimal staffing levels and schedules to support occupancy forecasts while adhering to labour budgets and efficiency targets.
Supports daily task delegation and fair workload distribution to ensure staff productivity and timely room readiness.
Promotes company culture and brand values to strengthen team morale and drive alignment with guest service standards.
Reinforces accountability and performance expectations to improve internal audit scores and reduce rework or guest service failures.
Proactively identifies training gaps or behaviour trends that may impact cleanliness, service delivery, or guest satisfaction.
Collaborates on corrective action plans and coaching sessions to maintain a high-performing team and meet department KPIs.
Contributes to retention and engagement strategies by fostering a respectful, communicative, and growth-focused environment.
Suggests process improvements or training initiatives that directly enhance guest service scores or reduce operational friction.
Maintains high service, cleanliness, and operational standards to elevate guest experience, increase Revinate/NPS scores, and reduce service recovery costs.
Leads by example to reinforce SOPs and ensure team adherence during daily operations.
Supports team coverage across departments to maintain service continuity and avoid guest-facing service gaps.
Conducts room and public space inspections using established checklists to uphold Basecamp brand standards and prevent guest complaints.
Monitors cleanliness, linen quality, and in-room amenities to ensure consistency with property audit targets and brand guidelines.
Creating and updating SOPs in collaboration with the RGM to improve training clarity and operational execution.
Follows up on guest feedback and coordinates timely service recovery to boost online review ratings and reduce follow-up escalations.
Coordinates with Guest Services to ensure smooth arrivals and early check-ins, minimizing guest wait times and maximizing first impressions.
Supports pre-emptive problem-solving during high occupancy or operational disruption periods, minimizing downtime or risk to guest satisfaction.
Oversees weekly department huddles and aligns teams on priorities that support property cleanliness targets and audit readiness.
Works closely with Maintenance to flag and track repair requests, ensuring timely resolution to prevent negative guest experiences.
Maintains inventory oversight and supply tracking to minimize stockouts, optimize cost-per-room, and support budget adherence.
Partners with department Supervisors to ensure proper scheduling coverage, maximizing productivity and minimizing overtime.
Supports efficient, guest-focused property operations that contribute to occupancy goals, revenue targets, and a competitive market position.
Ensures daily operations are aligned with occupancy forecasts and check-in/check-out patterns to optimize team readiness and guest experience.
Oversees room status turnover and readiness timelines to ensure 100% room availability by check-in time, contributing to revenue generation and guest satisfaction.
Coordinates cross-department workflows to reduce operational bottlenecks, particularly during peak turnover periods.
Tracks and supports proper linen and supply usage to ensure par level maintenance and efficient laundry throughput.
Ensures cleanliness and presentation of all guest-facing areas to contribute to positive first impressions and online review metrics.
Follows up on daily cleaning, deep cleaning, and maintenance schedules to maintain property condition and minimize service downtime.
Optimizing seasonal operations and coordinating off-season prep or project timelines to support long-term asset preservation.
Reviews and reports on daily task completion, guest feedback trends, and department KPIs to support data-informed decision-making.
Monitors compliance with health and safety standards, helping to mitigate risk and ensure operational compliance.
Collaborates with RGM to align department operations with broader business goals, including profitability, RevPAR, and staff productivity.