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Guest Relations Manager

2 weeks ago

Singapore SINGAPORE MARRIOTT TANG PLAZA HOTEL Full time

**JOB SUMMARY**
- The incumbent will be accountable to the Director of Rooms and Front Office Manager in the overall management of Guest Services at every conceivable touchpoint from guest arrival to departure and including guests’ exclusive access and experience at the Executive Club lounge. He/She will build on Marriott’s Art of Hosting service culture, focus on Elites and ensure strong service in mission-critical areas of the Hotel. To this end, he/she will have parallel and immediate supervisory control and command as Duty Managers, over the function at the Reception, Concierge, Bell Services; and sole responsibilities for ensuring service standards and excellence at the Executive Club.
- While his/her core responsibility is at the Executive Club Floor, he/she will lead the Inventive Host team and deployable at all guest touchpoints based on the service exigencies and demands throughout the day and throughout the guest stay.
- He/she will supervise the associates at the various touchpoints to ensure that they are adhering to all hotel policies, procedures, regulations and standards, and delivering the highest possible service standards and achieving and exceeding prescribed/targeted guest satisfaction index. He/She will drive and be fully accountable for all guest comments through the Guest Voice and Intend to Recommend programme.
- He/She will ensure that the services at the Executive Lounge and above mentioned areas are seamless, where communication is fluid and professional at all times. To this end, he/she will be responsible for the hiring, training and development of all Front Office associates, ensuring they are nothing less than hospitable, outgoing and guest-oriented at all times.
- While ensuring the smooth operations of the Front Office, he/she will be expected to cover the duties of the Duty Manager when required. Work closely with the Front Office Manager and Assistant Front Office Manager in motivating and training of associates and ensuring the consistency of service verbiage and standards to all guests at all times.

**JOB DUTIES & RESPONSIBILITIES**
- Manage and co-ordinate all Executive Club activities efficiently to ensure the delivery of our brand promise and Marriott standard of services in maximizing guest satisfaction.
- Work closely with all Duty Managers, Assistant Front Office Manager and the Front Office Manager, to maintain a high level of service attentiveness and maximize guest satisfaction at the Executive Club and all touchpoints from arrival to departure of every guest.
- Ensure all Standard Operating Procedures and Local Operating Procedures are up-to-date, adhered to and carried out at the Executive Club and other sections in the Front Office.
- Responsible to handle all guest requests and resolve any guest feedback/complaints.
- Train Executive Lounge and Concierge associates on a daily basis, on-the-job and during 15 minutes training.
- Responsible for daily training of associates and their development of communication, hospitality, customer care and technical skills.
- Ensure vendor contracts and meetings are initiated together with the Front Office Manager.
- Have a thorough knowledge about empowerment. Live the principle and use them. Also, ensure that associates are using them according to their abilities.
- Be able to handle emergencies. Be proficient in these procedures and be able to act upon them.
- Assist in monitoring the supplies and maintenance of all Front Office equipment.
- Assist all associates with questions, problems which might occur. Be a problem seeker and solver.
- Active presence at the lobby, reception and Executive Lounge. Supervise the areas of lobby, main entrance, guest relations and executive lounge to assist, help, train, coach and counsel.
- Create a productive and positive atmosphere at the desk. Have a good relationship with all associates and other departments.
- Handle all duties as assigned by the Front Office Manager. Complete and initiate special projects in a timely manner and within due dates.
- Planning of associates gathering / team building.
- Carry out Classroom Training or other forms of training.
- Drives enrolments of guest into our Marriott Bonvoy Programme.
- Constantly audit all desk work for accuracy and consistency.
- Maintain effective service in line with the Hotel’s Corporate Image
- Company’s Grooming Standard
- Standard Operation Procedures
- Departmental Policies
- Corporate Policies

21. Cash Handling
- Process all payment types such as room charges, cash, checks, debit, or credit.
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges.
- Count bank at end of shift and secure bank.
- Balance and drop receipts according to Accounting specifications.
- Provide change to guests.
- Obtain manual authorizations and follow all Accounting procedures when computer system is down.
- Cash guests' personal checks and traveler's checks.
- Count bank at the beginning of shift to e