Rooms Division Manager

About the Company

Marriott International portfolio of brands includes JW Marriott alongside 29 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy.

It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment.

Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

About the role

We are seeking a passionate and dynamic Rooms Division Manager to lead the execution of all Rooms Division operations, including Front Office and Housekeeping. This role is responsible for driving guest and associate satisfaction, maximizing departmental performance, and ensuring operational excellence across all guest-facing accommodation departments.

As a key member of the Rooms leadership team, you will create an engaging and empowering environment for associates, champion service excellence, and work collaboratively to achieve business objectives while delivering exceptional guest experiences.

Critical responsibilities:

Leading Rooms Operations Teams

- Creates and nurtures a workplace culture that emphasizes motivation, empowerment, teamwork, continuous improvement,



and service excellence.
- Leads by example with professionalism, confidence, enthusiasm, and a passion for hospitality.
- Develops, coaches, and supports leaders and associates to achieve operational and service excellence.
- Ensures teams have the capability, resources, and support required to meet and exceed expectations.
- Communicates departmental goals and performance outcomes effectively across the Rooms Division.

Managing Rooms Division Operations

- Oversees the day-to-day operation of Front Office and Housekeeping departments.
- Supports operational planning and scheduling to align labour resources with guest demand and productivity goals.
- Monitors compliance with Marriott standards, policies, procedures, and brand expectations.
- Implements effective service recovery initiatives and ensures guest concerns are addressed promptly and professionally.
- Identifies opportunities to improve operational efficiencies and enhance the guest experience.

Delivering Exceptional Guest Experiences

- Champions JW Marriott's luxury service culture and guest-first philosophy.
- Builds strong guest relationships by being visible, approachable, and responsive.
- Leads initiatives to improve guest satisfaction and continuously elevate service standards.
- Ensures all Rooms Division associates consistently deliver exceptional hospitality experiences.

Driving Financial Performance





- Reviews operational and financial performance metrics to identify opportunities for improvement.
- Supports property audits and key control programs to protect hotel assets and maintain compliance.
- Manages departmental productivity while balancing guest satisfaction and operational efficiency.
- Strives to maximise the financial performance of the Rooms Division.

Developing and Engaging Talent

- Assists with recruitment, selection, onboarding, and succession planning initiatives.
- Encourages open communication and fosters a positive, inclusive workplace culture.
- Recognises and celebrates team achievements and individual contributions.
- Supports associate development through coaching, feedback, and career growth opportunities.

Successful Candidates will have:

- Minimum 4 years' experience in Front Office, Housekeeping, Guest Services, or a related hotel leadership role.

- Previous leadership experience managing multiple operational departments within a hotel environment.

- Solid understanding of Rooms Division operations, guest satisfaction, productivity management, and service excellence.

- Exceptional leadership, communication, coaching, and relationship-building skills.

- Proven ability to drive results while inspiring and developing teams.

- A tertiary qualification in Hospitality Management, Hotel Management, Business Administration, or a related discipline is desirable.

The Benefits

Enjoy the benefits of

- Unlimited strategic development and career opportunities

- Generous accommodation and food and beverage discounts including all properties within the Marriott International group

- Recognition programs to keep you motivated

- The best hotel training opportunities provided

- Wellbeing and mindfulness programs to ensure you stay healthy

📌 Rooms Division Manager (Surfers Paradise)
🏢 JW Marriott
📍 Surfers Paradise