Rooms Manager

Sorrel River Ranch•West Palm Beach, FL

3d•Onsite

About The Position

The Rooms Manager is responsible for the complete rooms operation of BIBA’s 24-room boutique hotel. This includes managing the entire guest experience from reservation and pre-arrival through departure and post-stay follow-up, ensuring each stay is seamless, organized, and reflects the BIBA brand. This is a hands-on leadership role overseeing the guest room experience, Front Desk/Reception, room readiness, systems, and coordinating with various departments such as Clubkeeping, Engineering, Member Relations, Security, Valet/Bell, and F&B.

Requirements

Experience in managing complete rooms operations for a boutique hotel.
Proven ability to lead, schedule, train, and develop a Front Desk/Reception team.
Proficiency in maintaining accurate guest profiles, room inventory, and operational reporting.
Experience in managing escalated guest issues and ensuring resolution.
Ability to design and execute personalized guest experiences, including pre-arrival and in-room offerings.
Experience in managing in-room amenities and guest requests.
Accountability for the condition and presentation of guest rooms.
Experience coordinating with housekeeping and engineering departments.
Experience in managing reservations, booking changes, and event-related room blocks.
Knowledge of membership privileges and application of rates, complimentary nights, and restrictions.
Experience with Property Management Systems (PMS) selection, configuration, and operation.
Ability to monitor occupancy, booking pace, and anticipate operational needs.
Experience in building and managing overnight operating models.
Coordination skills with departments like Valet/Bell, F&B, and Events.
Experience in managing labor, scheduling, supplies, and operating expenses within budget.
Experience in maintaining controls around charges, adjustments, and privileges.
Ability to maintain accurate reporting and support forecasting and budgeting.
Skills in identifying operational patterns and recommending actions.
Experience in designing guest stay journeys and operating models.
Experience in recruiting and training staff and establishing departmental standards.
Experience in leading inspections and rehearsals to identify and resolve operational gaps.

Nice To Haves

Experience in a boutique hotel environment.
Familiarity with BIBA's specific brand and member relations.

Responsibilities

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, ensuring coverage aligns with 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.
Own the BIBA stay experience from pre-arrival through post-stay, ensuring personalization.
Design and execute pre-arrival personalization, arrival and departure processes, and BIBA-specific room touches using known preferences.
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 is shared with relevant teams.
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.
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.
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.
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 operating insight to inform rate strategy, yield, and overall Rooms financial performance.
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.