Fairmont Mount Kenya has been consistently ranked among the world鈥檚 finest, earning a spot on the 2024 Travel + Leisure 500 list and being recognized as one of the top destinations in Africa. It has also been featured by Cond茅 Nast Traveler as one of Africa鈥檚 top destinations. In addition, the hotel has been honored as Africa鈥檚 Leading Hotel by the World Travel Awards for the fourth consecutive year, most recently in 2025.
The Rooms Division Manager is a senior operational leader responsible for ensuring exceptional accommodation and guest experience standards within a luxury resort environment. The role has full oversight of Front Office, Housekeeping, Laundry, Spa, Recreation and Health Club operations, with a strong operational focus on Housekeeping excellence, cleanliness, presentation, and readiness of all guest accommodation and public areas.
The position is accountable for guest satisfaction, service delivery, operational efficiency, people leadership, and financial performance across the Rooms Division, ensuring that the resort consistently meets and exceeds luxury brand and guest expectations.
1. Guest Experience & Service Delivery
- Own and manage the end-to-end guest accommodation experience, from pre-arrival preparation to departure and post-stay follow-up.
- Ensure all guests receive warm, professional, and personalized service, consistent with luxury resort standards.
- Personally oversee VIP, repeat, long-stay, and high-value guest experiences, ensuring recognition, preferences, and special arrangements are executed flawlessly.
- Act as the senior point of escalation for guest concerns and service recovery, ensuring swift, empathetic, and effective resolution.
- Monitor guest feedback, satisfaction scores, and online reviews, implementing corrective actions and continuous improvement initiatives.
2. Housekeeping Leadership & Accommodation Standards
- Provide direct leadership and strategic oversight of the Housekeeping function, including:
- Guest rooms, suites, villas, and residences
- Public areas and back-of-house areas
- Linen, laundry, and uniform operations
- Ensure all rooms and public areas consistently meet luxury cleanliness, hygiene, and presentation standards.
- Establish, implement, and monitor Housekeeping SOPs, cleaning schedules, deep-clean programs, and preventive maintenance coordination.
- Conduct daily room inspections and resort walkthroughs to ensure readiness, attention to detail, and defect-free presentation.
- Work closely with Engineering to ensure timely maintenance, room turnaround efficiency, and asset preservation.
- Control Housekeeping inventory, linen par levels, cleaning supplies, and operating equipment to prevent loss and maintain cost efficiency.
- Lead training and development of Housekeeping teams with a focus on attention to detail, pride in presentation, and guest privacy.
3. Front Office & Resort Operations Oversight
- Oversee Front Office and Guest Services operations to ensure:
- Seamless arrivals and departures
- Accurate room allocation and inventory control
- Effective guest communication and follow-up
- Ensure close coordination between Front Office and Housekeeping to maximize room availability, occupancy, and guest satisfaction.
- Provide leadership oversight of Spa, Recreation and Health Club operations to ensure alignment with overall guest experience standards.
- Coordinate closely with Security and Engineering to ensure guest safety, privacy, and uninterrupted resort operations.
4. People Leadership & Workforce Management
- Lead, coach, and develop Department Heads and team members within the Rooms Division.
- Set and enforce high standards of professional conduct, grooming, uniform presentation, hygiene, and workplace discipline.
- Conduct regular departmental meetings focusing on service quality, guest feedback, and operational performance.
- Partner with People & Culture (P\&C) on recruitment, training, performance management, succession planning, and disciplinary processes.
- Foster a guest centric, accountable, and service-driven culture across all Rooms Division teams.
5. Financial & Commercial Accountability
- Prepare, manage, and control the Rooms Division operating budget in collaboration with the Director of Operations and Director of Finance.
- Monitor and control labor costs, productivity ratios, operating expenses, and departmental profitability.
- Drive revenue optimization through effective room inventory management, forecasting, and collaboration with Revenue Management.
- Review and authorize discounts, upgrades, and service recovery gestures in line with resort policies and financial guidelines.
- Prepare and submit accurate operational, financial, and performance reports as required.
6. Communication & Reporting
- Ensure clear, timely communication across all departments regarding:
- VIP arrivals and departures
- Group and event movements
- Special guest requirements
- Operational challenges and risks
- Provide regular operational and guest experience updates to the Director of Operations, including performance trends and improvement initiatives.