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About the Role

As the strategic Rooms Division Manager, you will champion, develop, and implement operational strategies to support the hotel's business goals. You are responsible for Front of House operations, including Front Office, Guest Experience, Concierge, and Housekeeping. You will work with direct reports to develop and implement departmental strategies, ensuring brand standards and the St. Pancras service culture are delivered. Your role ensures Rooms Operations consistently meets brand standards, responds effectively to guest needs, drives associate engagement, identifies revenue opportunities, and maximizes financial performance. You will create a seamless guest experience across all rooms-related functions and collaborate with department heads to support wider business objectives.

Responsibilities

Champion Marriott's commitment to outstanding guest service and hospitality.
Monitor Guest Voice performance and identify opportunities to improve guest satisfaction.
Handle guest concerns and service recovery situations with professionalism and urgency.
Maintain a visible presence within the operation, engaging with guests and associates regularly.
Ensure VIP arrivals, special requests, and guest preferences are managed effectively.
Create a welcoming environment that consistently exceeds guest expectations.
Oversee the daily operations of Front of House and Housekeeping.
Ensure all rooms and public areas meet Marriott brand and cleanliness standards.
Drive room readiness, operational efficiency, and service consistency.
Monitor operational processes and implement improvements where needed.
Ensure regular communication through daily stand-ups, briefings, and departmental meetings.
Support cross-functional collaboration to ensure a seamless guest experience.
Lead, coach, and develop the Front Of House Manager, Executive Head Housekeeper, and their teams.
Foster a culture of accountability, teamwork, recognition, and inclusion.
Support recruitment, onboarding, training, and succession planning activities.
Conduct regular performance reviews, development discussions, and coaching sessions.
Promote associate engagement and a positive working environment.
Ensure Marriott policies and procedures are applied fairly and consistently.
Support the achievement of departmental budgets and productivity goals.
Monitor labour costs, payroll, and controllable expenses.
Identify opportunities to improve efficiency without compromising guest satisfaction.
Review operational and financial performance and implement action plans where required.
Support the hotel's commercial goals through effective rooms inventory and operational management.
Ensure compliance with Marriott operating standards and audit requirements.
Maintain health, safety, and security standards throughout Rooms Operations.
Support successful performance in Marriott Health Check Audits and other operational reviews.
Ensure departmental procedures are followed consistently and effectively.
Perform other related tasks as assigned by leadership.
Comply with Marriott International Hotels Limited policies and procedures.
Work the hours as required to do your job but normally not less than your contracted hours.

Requirements

Consistently achieve or exceed Guest Voice goal and guest satisfaction scores.
Deliver memorable guest experiences that drive loyalty, repeat business, and positive reviews.
Effectively resolve guest concerns and service recovery opportunities, turning challenges into positive outcomes.
Maintain strong associate engagement and retention through effective leadership, coaching for peak performance, and recognition.
Identify, develop, and promote talent within the Rooms Division, building a strong future leader.
Achieve departmental financial objectives, including labour productivity, payroll management, and expense control.
Maximise operational efficiency while maintaining exceptional service standards.
Support the hotel's overall profitability through effective planning, resource management, and performance monitoring.
Consistently meet Marriott brand standards, quality assurance requirements, and audit expectations.
Ensure Front Office and Housekeeping operations are executed efficiently and in line with company policies and procedures.
Maintain exceptional standards of cleanliness, presentation, and room readiness throughout the hotel.
Ensure strong collaboration between Front Office, Housekeeping, Engineering, and other operational departments.
Deliver a seamless guest journey from arrival through departure.
Maintain effective communication and planning processes that support daily operations and guest satisfaction.
Build high-performing teams through visible leadership, accountability, and continuous development.
Expected to be rated in the “Delivering” category reflecting consistent performance, enterprise leadership, and fulfilment of role expectations.
Recognised and respected by all stakeholders as a key leader at St Pancras London.
All business measures are clearly defined, controlled, and achieved.

Skills

Leadership
Operational Strategy Development
Front of House Operations Management
Guest Experience Enhancement
Housekeeping Management
Front Office Operations Management
Concierge Services Management
Team Leadership and Development
Financial Performance Management
Revenue Opportunity Identification
Brand Standard Compliance
Service Culture Implementation
Cross-functional Collaboration
Talent Development
Continuous Improvement
Guest Service Excellence
Service Recovery
Associate Engagement
Budget Management
Cost Control
Health, Safety, and Security Standards
Compliance Management
Performance Monitoring
Resource Management
Communication
Planning

Location

St. Pancras London

Work Type

Full-time

Experience Level

Manager

About the Company

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences.
Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure.
All Autograph Collection hotels look to attract The Individualist, the brand's target consumer.
The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest.
In joining Autograph Collection, you join a portfolio of brands with Marriott International.
Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.