Rooms Manager

Role Overview

The Rooms Manager at The Bell Inn, New Forest is responsible for the overall management and performance of the accommodation side of the business — ensuring seamless guest journeys from reservation to post-departure. The role combines commercial awareness with operational excellence, overseeing yield, ADR, and occupancy while maintaining the inn's signature warmth, service, and sense of place.

You will lead the Rooms Team to deliver a first-class experience that reflects the charm, authenticity, and relaxed sophistication of The Bell Inn, while driving revenue, efficiency, and guest loyalty.

Key Responsibilities

Guest Experience & Operations

• Oversee all aspects of the guest journey — pre-arrival, check-in, stay, and post-departure — ensuring exceptional service at every touchpoint.
• Maintain high standards of presentation across rooms and public areas, working closely with housekeeping and maintenance.
• Lead the front-of-house and reservations team to deliver a warm, efficient, and personalised guest welcome.
• Resolve guest concerns promptly and professionally, ensuring complete satisfaction and loyalty.

Commercial & Financial Performance

• Manage daily room revenue, occupancy, ADR, and yield in coordination with the General Manager and Revenue Team.
• Monitor the business on the books (BOB) and pipeline performance, identifying opportunities for upselling and package promotions.
• Track and analyse key metrics including RevPAR, in-house spend, and guest conversion rates.
• Support cost control through efficient scheduling, supplier management, and waste reduction.

Team Leadership & Development

• Recruit, train, and develop a motivated and service-driven Rooms team.
• Conduct regular performance reviews, coaching sessions, and team briefings.
• Maintain a culture of accountability, professionalism, and pride in the guest experience.

Product Knowledge & Standards

• Ensure all product information (room types, packages, inclusions, and experiences) is accurate across all platforms.
• Uphold The Bell Inn's standards through regular SOP audits and brand compliance checks.
• Collaborate with Marketing and F&B teams to create memorable experiences linking rooms, spa, and dining.

Guest Journey Enhancement

• Personalise guest stays through effective pre-arrival communication and experience curation.
• Coordinate with the F&B and Spa teams to promote on-site spend, including dining reservations and wellness treatments.
• Manage post-departure follow-up, ensuring feedback is captured and acted upon.

Compliance & Administration

• Maintain all operational and health & safety standards.
• Ensure GDPR and data protection compliance in guest communications and records.
• Prepare and present regular performance reports to the General Manager.

Key Performance Indicators (KPIs)

• Occupancy, ADR, and RevPAR vs budget
• Guest satisfaction and online review scores (target ≥ 90%)
• Pre-arrival upsell and in-house spend growth
• SOP compliance and audit results
• Staff engagement and turnover levels

Skills & Attributes

• Strong leadership and communication skills with a hands-on management style
• Commercially astute, data-driven, and detail-oriented
• Passion for hospitality and authentic guest engagement
• Calm under pressure with excellent problem-solving abilities
• Organised, proactive, and adaptable in a dynamic environment

Experience & Qualifications

• Minimum 2 years in a Rooms Division, Front Office, or Guest Relations management role (preferably in a boutique or country house environment)
• Proven track record in yield management and operational excellence
• Experience with PMS and revenue management systems (e.g., MEWS, Guestline, Opera, or similar)
• Strong understanding of hospitality compliance and standards
• Flexible to work weekends and public holidays as required

Job Type: Full-time

Pay: £30,000.00-£36,000.00 per year

Work Location: In person