Cluster Rooms Division Manager

An exciting opportunity has arrived at The Garcha Group, Singapore’s luxury boutique hotel group with four hotels in Singapore, all of which are franchised under Marriott International—the world’s largest and most prestigious hotel company.
Marriott Hotels:
Duxton Reserve Singapore, Autograph Collection
Maxwell Reserve Singapore, Autograph Collection
The Vagabond Club, a Tribute Portfolio Hotel
The Serangoon Club, a Tribute Portfolio Hotel
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 with Raffles Insurance with the option to upgrade 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
Your day to day
Under the general direction of the Hotel Manager, oversee the activities of the Room Division to ensure the achievement of established quality, guest service standards and departmental revenue and profit goals. Adhere to governmental regulations concerning hotel emergency procedures, safety, or other compliance requirements, as well as brand standards and local policies and procedures. Deliver a guest experience that is unique and brings the brand to life.
Financial Returns
Oversees their implementation
Ensures training needs analysis of Rooms Division is carried out and training programs are designed and implemented to meet needs
Conducts probation and formal performance appraisal in line with company guidelines
Maintains up to date staff records and approves leave requests etc. Coaches, counsels, and disciplines staff, providing constructive feedback to enhance performance
Regularly communicates with staff and maintains good relations
Guest Experience
Build and maintain positive relationships with all customers and guests in order to exceed their needs
Take action to address these needs in order to exceed their expectations
Create a positive hotel image in every interaction with internal and external customers
Ensure your direct reports have current guest focused standards and procedures which are used effectively for training purposes
Ensure all front office staff provides guests with prompt service, professional attention, and personal recognition
Ensure guests are greeted upon arrival and make time to interact effectively with guests
Respond appropriately to guest complaints, solicit feedback, and build relationships that drive continuous improvements in guest satisfaction
Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies
Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals
Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIPs and other key guests, or other special guest needs
People
Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members
Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance
Educate and train team members in compliance with brand standards, service behaviours, and governmental regulations
Ensure staff have the tools, training, and equipment to carry out job duties
Promote teamwork and quality service through daily communication and coordination with other departments
Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies
Responsible Business
Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met
Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel
Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts
Perform other duties as assigned
May also serve as manager on duty
Recognize and develop the potential of yourself and your direct reports
Use strengths of others to build organization capability for the future and recognize the advantage diversity brings
Identify and develop talented individuals
Understand and consider the global nature of the business
Work effectively with colleagues from different viewpoints, cultures, and countries
Supervises the overall activities of Front Office and Housekeeping operations
Monitors the personnel of these operations to ensure guests receive prompt, cordial attention, and personal recognition
Coordinates exchange of pertinent information between departments within the Division and directs exchange of information with other departments, notably, Engineering and Security
Consults with Department Heads and General Manager on an ongoing basis to improve business conduct
Assumes overall responsibility for maintaining presentation standards to ensure facilities and equipment are clean, in good repair and well maintained
Schedules and regularly conducts routine inspections of areas under control
Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of all front office employees
Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information
Promotes Inter-hotel sales and in-house facilities
Monitors and controls the inventories for operating equipment and supplies
Communicates to the General Manager to his/her delegate, and other Department heads, all information likely to be of interest to them
Monitors and controls the Front Office department operation in the areas of revenue expenditure, profitability and performance against budget
Accountability
This is the top room’s division job in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises a large number of Front Office and Housekeeping employees.
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