Rooms Division Manager

At JW Marriott Gold Coast Resort & Spa, we believe that exceptional luxury hospitality is built on genuine care, thoughtful personalisation and an unwavering commitment to excellence. We are seeking a dynamic and commercially astute Rooms Division Manager to join our senior leadership team and shape the next chapter of our guest experience. This is an opportunity for an accomplished hospitality professional who brings together strategic vision, operational discipline and an authentic passion for developing people.

The Opportunity

Reporting to the Executive Assistant Manager – Rooms, you will provide strategic and operational leadership across the Rooms Division, including Front Office, Concierge, At Your Service, Guest Relations, Housekeeping and Laundry. Working collaboratively with departmental leaders and key service partners, you will be responsible for driving service excellence, guest satisfaction, financial performance and operational consistency across the division. You will play an instrumental role in developing future leaders, strengthening cross-functional collaboration and ensuring that our resort consistently delivers the personalized and intuitive hospitality expected of the JW Marriott brand.

Your Key Responsibilities

• Champion Luxury Service Excellence
  • Lead the delivery of exceptional guest experiences through anticipation, personalization and genuine ownership.
  • Drive continuous improvement in guest satisfaction, luxury quality assurance and brand standards.
  • Strengthen guest recognition, Marriott Bonvoy loyalty engagement and the experience of our most valued guests.
  • Establish a proactive approach to service excellence, identifying and resolving potential challenges before they affect the guest experience.
  • Foster strong collaboration between departments to deliver seamless experiences throughout the guest journey.
• Lead and Inspire High-Performing Teams
  • Provide strategic direction, mentorship and support to departmental managers and emerging leaders.
  • Build a culture of accountability, empowerment, engagement and continuous improvement.
  • Develop leadership capability through structured coaching, succession planning and performance development.
  • Champion associate wellbeing and create an environment where people feel valued, supported and inspired to excel.
  • Lead change with confidence, clarity and a collaborative approach.
• Drive Commercial and Operational Performance
  • Take ownership of Rooms Division financial performance, including labour productivity, operating expenses and departmental profitability.
  • Partner with Revenue Management and other stakeholders to optimize room revenue, inventory management and upselling opportunities.
  • Oversee workforce planning, departmental budgets, forecasting and cost management.
  • Ensure effective collaboration and accountability with outsourced service partners, particularly Housekeeping.
  • Drive operational efficiencies while maintaining the highest standards of cleanliness, presentation and guest service.
  • Use financial reporting, guest feedback and performance insights to develop measurable improvement strategies.
• Strengthen Quality, Standards and Innovation
  • Champion brand standards, luxury quality assurance and operational consistency.
  • Drive continuous improvement in room presentation, preventative maintenance and overall product quality.
  • Support strategic initiatives, operational projects and process enhancements across the division.
  • Ensure effective risk management, guest safety and compliance with established operational procedures.
  • Collaborate with the Executive Committee and departmental leaders to support the resort's broader strategic and commercial objectives.

About You

You are an accomplished luxury hospitality leader with the confidence to manage complex operations and the emotional intelligence to inspire people. You will bring:

• Significant progressive leadership experience within Rooms Division, ideally in a luxury hotel or full-service resort.
• Demonstrated experience leading multiple departments and developing successful management teams.
• Strong commercial acumen, including budgeting, forecasting, labour management and profitability.
• A proven ability to improve guest satisfaction, quality assurance and operational performance.
• Experience managing Housekeeping operations and working collaboratively with outsourced service partners.
• Exceptional interpersonal skills, executive presence and the ability to influence stakeholders across all levels.
• A strategic and solutions-focused mindset, supported by sound judgement and decisive leadership.
• Familiarity with Marriott International systems, brand standards and loyalty programmes will be highly regarded.

Why Join JW Marriott?

At JW Marriott, our associates are at the heart of everything we do. We believe that when our people feel genuinely cared for, empowered and inspired, they create extraordinary experiences for our guests. As part of Marriott International's luxury portfolio, you will have the opportunity to develop your leadership career within a globally recognised hospitality organisation while contributing to the continued success of a distinctive Australian resort.