Front of The House Manager - Singapore - Marriott International, Inc

Marriott International, Inc

Verified Company

Singapore

3 weeks ago

Posted by:

Wei Jie

beBee Recruiter

Description

Job Number

Job Category Rooms & Guest Services Operations

Location Singapore EDITION, 38 Cuscaden Road, Singapore, Singapore, Singapore

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

HOTEL DESCRIPTION

The Singapore EDITION is located on the west end of the Orchard commercial district and will be South-East Asia's first EDITION Hotel.

This eight-storey hotel will feature 204 rooms, stylishly designed with a sophisticated flair. It will be EDITION Hotels' first ultra-luxe offering. Hotel is projected to open in Q3, 2023.

JOB SUMMARY
Responsible for all front office functions and staff as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable.

As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures.

Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

High school diploma or GED; 6 years experience in the guest services, front desk, or related professional area.

2year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Leading Front Desk, Guest Services, and Security Teams

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all daytoday operations. Understands employee positions well enough to perform duties in employees' absence.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of responsibility.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Celebrates successes and publicly recognizes the contributions of team members.

Managing Guest Services and Front Desk Teams

Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
Manages daytoday operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.
Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.
Handle guest complaints and verify that all guest issues are resolved.

Managing Security Team

Protects property and provides a safe environment for guests and staff.
Oversees all onduty security personnel, including dispatcher.
Supervises and coordinates job assignments and verifies that each officer is briefed on the day's activities.
Complies information and files written security reports.

Managing Projects and Policies

Verifies compliance with all Front Office policies, standards and procedures.
Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Providing Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.
Coordinates activities with other hotel departments in order to facilitate incrased levels of communication and guest satisfaction.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
Supervises