Rooms Division Manager
Melbourne
Full Time: $85,000 – $95,000 per year + superannuation
About Urban Rest
Urban Rest is a fast-growing challenger in the corporate accommodation space with properties across most major Australian capital cities, New Zealand, London and Dublin. We are a technology enabled business disrupting a stagnant sector with a unique focus on traveller well-being and sustainability. We have experienced rapid growth, strong customer loyalty and success expanding in Australia over the last five years and are now going through a period of rapid scale-up and global expansion, offering the chance to join a growing business at a pivotal stage of growth.
Benefits and Perks
- Employee, friends and family discounts at at Urban Rest properties
- Flexible hours and the option to work from home when business allows
- ME Day’s and Volunteer Days available per year
- Monthly and quarterly team socials
- Learn from disciplines across the whole business including finance, sales, and marketing, gaining a 360 understanding of running and growing a business
- As the company grows, this role will provide plenty of room for career growth and progression
- We’re a social bunch and we strive to have a fun, friendly, and collaborative work environment
- Pet friendly office in Richmond, close to public transport
About the Role
The Rooms Division Manager plays a critical role in ensuring exceptional day-to-day operational execution and guest satisfaction within our Apart’Hotel asset. The Rooms Division Manager will also assist in executing and supporting the greater city/region portfolio. Acting as the operational owner of the guests’ experience, this role combines quality assurance, issue resolution, relationship management, and tactical delivery oversight to elevate Urban Rest’s brand reputation at the building level. You will be responsible for coordinating with internal and external teams to execute quality standards, resolve service requests, optimise maintenance operations, and foster positive relationships with key building stakeholders. This is a high-autonomy role requiring a blend of hospitality experience, operational rigour, and strong stakeholder communication.
Responsibilities
Building-Level Inspections (SPAs)
- Perform structured Service & Product Audits (SPA) across assigned buildings.
- Identify and escalate quality issues and opportunities for improvement in building condition and guest experience, including maintenance, furnishing, signage and presentation improvements
- Provide feedback loops to internal teams for remediation and continuous improvement
Guest Experience Oversight & Field Service Optimisation
- Monitor guest experience metrics and review open work orders daily within region to ensure timely case resolution
- Flag property readiness or issues affecting upcoming bookings
- Oversight of guest arrival, in-stay, and departure touchpoints
- Focus on apartment cleanliness, setup, amenities and readiness to check-in standard
- Accountability for audit pass rates related to room presentation
- Perform overrides or escalation routing within the Field Service system to balance guest priorities with commercial outcomes
- Partner with Guest Relations and Account Management teams to ensure high-priority or high-impact guest cases are appropriately addressed within region
- Balance SLA adherence with commercial value and reputational risk when triaging cases.
Quality Control, Preventative Maintenance & Operational Efficiency
- Own the preventative maintenance and quality audit calendar at the building/asset level, ensuring timely scheduling of recurring tasks
- Manage Field Service rules and scheduling logic to ensure efficient technician and GX field team deployment
- Review and refine scheduling settings based on building access, vendor availability and issue urgency
- Achieve 95%+ compliance to quality inspection standards at building/asset level
- 4. Local Team Leadership & Performance
- Directly lead and develop building and city level Guest Experience Field Team members
- Support recruitment, onboarding and performance management in line with Urban Rest’s standards
- Work with GX Country Manager to plan resourcing based on forecasted growth and property volumes
- Foster proactive working relationships with internal and external Housekeeping Supervisors and team members, treating housekeeping team members and maintenance staff as an extension of field team for delivery of GX standards
- Coordinate unit access and collaborate on joint resolutions to housekeeping-related service issues, providing additional training on standards and presentation if necessary
Building Stakeholder Relationship Management
- Build and maintain strong working relationships with property owners, agents, building managers
- Act as the contact for issue resolution, case deferrals, or building-specific GX opportunities
- Represent Urban Rest professionally in all in-building interactions
- Maintain contact and escalation information at the building stakeholder level, ensuring it is up-to-date in the database and readily accessible to support operational continuity.
Local Guest Experience Initiatives
- Identify guest experience improvement opportunities at the building or precinct level
- Design and roll out initiatives (e.g., access improvements, amenity upgrades, welcome protocols) in partnership with relevant teams
- Track impact on guest feedback and escalate scalable initiatives to Country GX Manager
Key Metrics & Scorecard
- Building, City/Region NPS – Target 60+ NPS within assigned building/asset. Oversee and support city or region targets. Maintain or improve NPS per quarter/year, Rooms
- Readiness & Cleanliness Compliance – Target >90% pass rate on room presentation, cleanliness, and readiness audits
- Building City/Region COGS per Occupied Room Night – Maintain or reduce within established benchmarks
- Ops Work Order Close Time – More than 90% of cases closed within target SLA
- Ops Work Order Aging (Over 72 Hours) – Less than 5% of total building/asset cases aged over 72 hour and less than 5% of total city cases aged over 72 hours
- SPA Completion Rate – 95%+ of required SPAs completed on schedule
- Building/Region QC Compliance Rate – 90%+ compliance within the building & region (Quality Inspections, Preventative Maintenance. Test & Tag, etc.)
- Owner/Agent/Building Manager Feedback – Positive relationship indicators / low escalations
What We Look For
- 5+ years in hotel operations, facilities management, property management, or guest-facing service delivery
- Strong working knowledge of preventative maintenance systems and service work order management
- Comfortable working independently
- Commercially astute with a clear understanding of cost vs experience trade-offs
- Personable, solutions-oriented, and professional in high-pressure guest or owner situations
- Competency level equivalent with hotel Rooms Division, Front Office or Housekeeping leadership experience
Diversity & Inclusion
At Urban Rest, we extend our invitation to candidates from Indigenous, neurodiverse, disabled, international, and diverse cultural backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process. We encourage candidates from various backgrounds to apply, as we value diversity and believe in creating an environment where everyone can succeed. Please let us know if you require any additional adjustments or support to help you through this process so you can shine as the best version of yourself.
How to Apply
Please submit your application through the link on this website by including an up-to-date resume with relevant skills and experience alongside a cover letter addressing how you meet the criteria and your interest in the role.
If you want to learn more about our company please see our website – https://www.stayurbanrest.com
We look forward to hearing from you!
