Rooms Division Manager

At InterContinental London Park Lane, we are currently looking for a Rooms Division Manager to join our team in the heart of Mayfair.

Welcome to InterContinental London Park Lane

Located at one of the capital's most prestigious addresses, where the late Queen Elizabeth II once resided.

Our hotel redefines traditional luxury, offering a blend of modernity and flexible sophistication in the heart of Mayfair.

Inspired by its scenic views overlooking two Royal Parks, our establishment boasts elegant natural interiors and award-winning seasonal cuisine.

We are seeking an exceptional Rooms Division Manager to lead our Front Office and Concierge teams, champion personalised luxury service, and elevate the guest journey at every stage.

You will ensure a seamless guest experience, from pre-arrival to departure, while overseeing daily operations across Reception, Guest Relations, Club Lounge, Instant Service, and Concierge.

Leading a high-performing, multi-skilled team, you will drive consistent service excellence and colleague engagement.

As a visible operational leader, you will support the achievement of Rooms revenue targets through effective upselling, inventory optimisation, and cost control, ensuring our brand’s commitment to genuine hospitality is delivered at every touchpoint.

Key Responsibilities


* Lead all Front Office and Concierge operations, ensuring personalised, anticipatory service and a seamless guest journey from pre-arrival to departure, with a strong focus on loyalty recognition and VIP engagement.


* Drive service excellence by upholding brand standards, monitoring guest feedback, and implementing continuous improvement initiatives to elevate guest satisfaction.


* Oversee workforce planning, scheduling, and team development to optimise productivity, cost efficiency, and colleague engagement.


* Maintain expert operational knowledge, collaborating closely with Housekeeping, Engineering, F&B, and Security to deliver a cohesive guest experience.


* Support Rooms Division commercial goals, contributing to overall hotel KPIs.


* Oversee and champion departmental recruitment, training, and retention.

Requirements


* Proven Front Office leadership experience (2+ years) in a 5-star hotel, with strong skills in training, process implementation, and audit compliance.


* Solid understanding of statutory regulations, market trends, and the ability to introduce effective operational initiatives.


* Strong technical capability with Opera, HotSOS, Excel, and other hotel systems.


* Demonstrated leadership excellence with strong communication and guest engagement abilities.

Key Performance Metrics


* Guest satisfaction and loyalty performance, including upselling performance and enrolment efficiency.


* Productivity, labour management, cost control, and overall Rooms Division profitability (in partnership with Executive Housekeeper).


* Team recruitment, training compliance, and reten...