Job Description

About Best Western Plus Kelowna Hotel & Suites

At

Best Western Plus Kelowna Hotel & Suites

we believe travel should be both seamless and memorable combining dependable quality with a genuine personal touch. Guests trust us for comfort, cleanliness, and care, and we take pride in turning every stay into a warm, welcoming experience.

We're looking for a

Rooms Division Manager

who embodies these values, a leader who combines operational precision with heartfelt hospitality, and who motivates teams to deliver service that feels effortless and sincere.

Position Summary

The Rooms Division Manager oversees all aspects of the Front Office, Housekeeping, and Reservations departments to ensure smooth, efficient, and guest-focused operations. This role supports the General Manager in driving service excellence, team engagement, and financial performance in alignment with Best Western Plus brand standards and local operational goals.

Key Responsibilities

Guest Experience

Lead the Rooms Division team to consistently deliver warm, professional, and personalized service aligned with Best Western Plus brand expectations. Anticipate guest needs and ensure timely, effective resolution of issues or complaints. Actively monitor guest feedback (Medallia, TripAdvisor, and other review platforms) and implement improvement plans to enhance satisfaction scores. Maintain a visible presence in the lobby and guest areas to support the team and engage with guests.

Operational Management

Oversee daily Front Office, Housekeeping, and Reservations operations to ensure efficiency and consistency. Ensure rooms, public spaces, and back-of-house areas meet cleanliness, safety, and presentation standards. Coordinate with Maintenance and Housekeeping for timely room readiness and preventive maintenance. Support the implementation of brand initiatives and property service standards. Monitor and manage room inventory, group blocks, and online availability in collaboration with the Revenue and Sales teams.

Financial & Performance Accountability

Oversee daily property management system (PMS) balancing

,

ensuring all charge codes are accurate, standalone Clover POS transactions are reconciled, and all payments including house accounts and direct billing are processed correctly with any exceptions addressed promptly. Review and audit daily revenue reports to identify discrepancies and maintain financial integrity across all Rooms Division operations. Monitor and manage departmental labor to achieve productivity goals while maintaining service quality and guest satisfaction Track and analyze key performance indicators (ADR, RevPAR, occupancy, guest satisfaction, labor cost ratios) to guide operational decisions and support cost-control initiatives. Implement and uphold cost-control measuresacross Rooms Division departments without compromising the guest experience.

People & Leadership

Lead, motivate, and develop team members through coaching, training, and recognition programs. Promote a positive and respectful workplace culture Conduct performance reviews, develop training plans, and identify opportunities for career growth within the team. Champion cross-departmental collaboration to deliver a seamless guest experience.

Technology & Operational Tools

Ensure the effective use of key operational tools, including the Property Management System (PMS), Microsoft Office applications, the Best Western portal, OTA portals, email and more. Oversee the use of Canary Technologies for guest communication and pre-check-in to maintain smooth, responsive service. Support team members in using these tools correctly and consistently to ensure accurate room management, billing, reporting, and timely guest communication. Promote practical technology use to streamline daily operations and maintain a high standard of guest service. Manage property payment systems, including standalone Clover terminal and Elavon POS integrated with the PMS, ensuring team members use them correctly and payments are processed securely.

Sustainability & Continuous Improvement

Lead efforts to improve operational efficiency through environmentally responsible and cost-effective practices, including energy conservation, water management, and waste reduction. Collaborate with department heads to identify opportunities for process improvement, service enhancement, and resource optimization across the Rooms Division. Regularly review departmental performance and implement changes that elevate service quality, efficiency, and overall guest satisfaction.

Qualifications

Degree or diploma in Hospitality Management or related field preferred. Minimum 3 years of experience in a leadership role within Front Office or Housekeeping (hotel experience required). Solid understanding of hotel operations and guest service management. Experience with hotel property management systems (PMS) Strong interpersonal, communication, and problem-solving skills. Ability to work flexible hours, including weekends and holidays.
Job Type: Full-time

Pay: From $65,000.00 per year

Application question(s):

How many years of hotel experience do you have with Front Office or Housekeeping?
Experience:

Hotel Leadership: 3 years (required)
Work Location: In person