Hotel Operations Manager

Overview

Marriott Hotels : Duxton Reserve Singapore, Maxwell Reserve Singapore, The Vagabond Club, The Serangoon Club. Restaurants & Bars : Yellow Pot, Anouska's (Duxton Reserve); Shikar, Cultivate Cafe, Isabel Bar, Officers' Mess Polo Bar (Maxwell Reserve); The Whiskey Library & Jazz Club, Sharab aur Kebab (The Vagabond Club); GupShup (The Serangoon House).

Garcha Group Benefits

As an associate of a Marriott hotel, you, your parents or parents-in-law, children, spouse / domestic partner, and siblings are eligible for discounts on F&B and room rates in 8,700+ hotels worldwide

As an associate of a Marriott hotel, you have access to the "Global Learning + Development" tool which creates for you personalised learning experiences designed to help you thrive in your Marriott career journey

Comprehensive health insurance plan at subsidised corporate rates

2-night yearly staycation including all meals and beverage (incl. alcoholic) in any of the four Garcha Group hotels in Singapore

20% off food & beverage at Garcha Group restaurants and bars and all Marriott hotels

Job Summary

Supports the successful execution of all operations in the hotel operations departments (which may include Front Office, Business Center, Recreation / Health Club, Housekeeping, Food and Beverage / Culinary and Engineering / Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads a specific team while assisting with meeting or exceeding property goals.

Core Work Activities

Supporting Operations Team

Ensures that goals are being translated to the team as they relate to guest tracking and productivity.

Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.

Assists in ensuring that the team has the capabilities to meet expectations.

Leads by example demonstrating self-confidence, energy and enthusiasm.

Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.

Supporting Property Operations Function(s)

Follows property specific second effort and recovery plan.

Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.

Takes proactive approaches when dealing with employee concerns.

Extends professionalism and courtesy to employees at all times.

Communicates / updates all goals and results with employees.

Meets at least semi annually with staff on a one-to-one basis.

Assists / teaches the team scheduling against guest and hours / occupied room goals.

Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience

Provides excellent customer service by being readily available / approachable for all guests.

Takes proactive approaches when dealing with guest concerns.

Extends professionalism and courtesy to guests at all times.

Responds timely to customer service department request.

Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability

Assists in performing required annual Quality audit with GM.

Ensures a viable key control program is in place.

Understands financial statements, sales and activity reports, and other performance data.

Conducting Human Resources Activities

Interviews and assists in making hiring decisions.

Receives hiring recommendations from team supervisors.

Ensures orientations for new team members are thorough and completed in a timely fashion.

Other Tasks

Any other tasks as assigned by management.

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