Full Time Room Division Manager Jobs, Salary up to MYR 12,000 in Else Retreats Federal Territory - Maukerja

About Else

Locally rooted but globally connected, Else is a modern-day sanctuary and cultural platform for travellers and guests to discover Kuala Lumpur through design, food, wellness, community, and thoughtful hospitality.

Located in the centre of Kuala Lumpur’s creative-cultural core, Else takes a distinct and differentiated approach to hospitality. Our approach is one where every experience is personalised, carefully crafted, and delivered with intention.

Our ambition is to operate successful restaurants within a hotel, and create a cohesive hospitality ecosystem across rooms, beverage programmes, events and programming.

Role Overview

For a boutique hotel built around culture, personality and personalized guest experiences, the role of Room Division Manager is more as the leader who connects the guest journey across all rooms-related and guest-facing functions.

The Room Division Manager supports the Property Head of Operations in the day-to-day leadership and management of the Room Division departments, including Front Office, Housekeeping, Security, and Engineering. The role is responsible for driving operational excellence and ensuring an exceptional and seamless guest experience throughout the property.

The position oversees the complete guest journey, from pre-arrival and arrival through the in-stay experience, departure, and post-stay engagement, ensuring every touchpoint is delivered seamlessly, thoughtfully, and consistently in line with Else’s hospitality philosophy. This role leads the teams to maintain high standards of service delivery, room readiness, operational efficiency, and guest satisfaction.

The role also works closely with Revenue, Finance, and Food & Beverage to ensure effective coordination across departments and contribute to the overall operational and financial performance of the property.

Key Responsibilities

1. Guest Experience & Hotel Culture

• Champion the hotel’s culture, values and service philosophy across all Rooms Division functions.
• Ensure every guest interaction reflects the hotel’s unique personality and sense of place.
• Drive a seamless guest journey from pre-arrival, arrival, in-stay, departure and post-stay.
• Encourage authentic and personalized guest engagement rather than purely transactional service.
• Review & response to all guest feedback, online reviews and service recovery cases to identify opportunities for improvement.
• Be highly visible in guest areas and actively engage with guests.

2. Leadership & Coaching of Department Leaders

• Provide daily guidance, coaching and support to the leaders of Front Office, Housekeeping, Engineering and Security.
• Work closely with each department leader to identify operational challenges and provide practical solutions.
• Conduct regular one-to-one coaching and performance follow-ups with department leaders.
• Build leadership capability and encourage managers and supervisors to lead by example.
• Promote cross-department teamwork and eliminate operational silos.
• Step in where required during peak periods, operational challenges or leadership gaps.

3. Front Office & Guest Services

• Ensure Front Office and Guest Services deliver a warm, efficient and personalized welcome.
• Review daily arrivals, VIPs, repeat guests, special occasions and guest preferences.
• Ensure guest recognition and preference information is communicated effectively to relevant departments.
• Monitor check-in, check-out, room allocation, upselling and guest request processes.
• Ensure complaints and service recovery are handled promptly and professionally.
• Develop the team’s confidence in engaging with guests and creating meaningful interactions.

4. Housekeeping & Rooms Quality

• Work closely with the Housekeeping Manager to maintain consistent room cleanliness, presentation and readiness.
• Conduct regular room inspections and public-area walks.
• Ensure room standards reflect the hotel’s positioning and boutique character.
• Monitor guestroom defects, maintenance issues and recurring housekeeping concerns.
• Strengthen communication between Front Office, Housekeeping and Engineering to improve room readiness.
• Coach supervisors and team leaders to be proactive rather than reactive.

5. Engineering & Property Readiness

• Work closely with Chief Engineer to ensure the property is safe, functional and well maintained.
• Prioritize guest-impacting maintenance issues and ensure timely resolution.
• Monitor preventive maintenance and room defects.
• Ensure Engineering supports the guest experience rather than operating only as a back-of-house function.
• Conduct regular property walks with Engineering and other department leaders.
• Monitor maintenance expenditure, utility consumption and contractor performance with the Chief Engineer; support budget planning, cost efficiency and repair or replacement recommendations within approved authority.
• Follow up with the Chief Engineer on safety inspections, statutory maintenance and corrective actions; ensure significant equipment failures and safety risks are promptly escalated to the Head of Operations.

6. Security, Safety & Guest Confidence

• Work closely with Security to maintain a safe and welcoming environment.
• Ensure security practices are discreet while maintaining guest confidence and comfort.
• Review incidents, access control, CCTV-related matters and emergency procedures.
• Coach Security and guest-facing teams on appropriate guest interaction.
• Ensure security procedures support, rather than negatively impact, the overall guest experience.

7. Cross Department Communication

• Establish strong daily communication between Front Office, Housekeeping, Engineering and Security.
• Lead or participate in daily operational briefings covering arrivals, departures, VIPs, special occasions, room status and guest concerns.
• Ensure important guest information is communicated accurately and promptly.
• Coordinate interdepartmental response to operational issues.

8. Service Standards & Continuous Improvement

• Develop and maintain practical service standards and SOPs that are appropriate for a boutique hotel environment.
• Regularly review processes from the guest's perspective and identify unnecessary steps or service gaps.
• Conduct service observations and provide immediate coaching where appropriate.
• Introduce simple service rituals that reinforce the hotel's culture and identity.
• Drive continuous improvement based on guest feedback, operational data and team feedback.

9. People Development

• Create a strong coaching culture within the Rooms Division.
• Conduct regular briefings, training and on-the-job coaching.
• Identify high-potential team members and develop their leadership capabilities.
• Recognized good performance and celebrate service achievements.
• Address performance gaps promptly and constructively.
• Build a team that demonstrates warmth, confidence, ownership and care.

10. Revenue & Commercial Efficiency

• Support the hotel in achieving room revenue, occupancy and guest satisfaction objectives.
• Monitor room inventory, room status and operational efficiency.
• Work with Revenue Management and Front Office to maximise room opportunities.
• Control departmental expenses while protecting guest experience.
• Review operational KPIs and translate them into practical actions for the team.

ARCHETYPES OF THE SUCCESSFUL CANDIDATE

• Proven Rooms Division, Front Office or hotel operations leadership experience within hospitality environment, with a genuine appreciation for distinctive hotel concepts and experiences.
• Strong understanding of the end-to-end guest journey, with the ability to connect Front Office, Guest Services, Housekeeping, Engineering and Security into one seamless experience.
• Culture-driven and design-conscious, with an eye for detail and an appreciation of how the hotel’s architecture, design, art, music, food, neighbourhoods and people come together to create its identity.
• A visible and approachable leader who leads from the floor, actively engages with guests and team members, and creates a warm, energetic and inclusive hotel environment.
• Commercial understanding of occupancy, ADR, RevPAR, room inventory and departmental productivity.

Pay: From RM12,000.00 per month

Work Location: In person