Cluster Rooms Division Manager

An exciting opportunity has arrived at The Garcha Group, Singapore’s boutique hotel group currently with the following hotels:

- Maxwell Reserve, Autograph Collection Hotel (Marriott);
- Duxton Reserve, Autograph Collection Hotel (Marriott);
- The Vagabond Club, a Tribute Portfolio Hotel (Marriott);
- The Serangoon Club, a Tribute Portfolio Hotel (Marriott).

**Garcha Group Benefits**:

- As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.
- As an associate of a Marriott hotel, you have access to the “Global Learning + Development” tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)
- Comprehensive Health Insurance Plan with Raffles Insurance with the option to upgrade at subsidized corporate rates.
- 2 nights yearly staycation including all meals and beverage (incl. alcoholic) in any of the 4 Garcha Group hotels in Singapore.
- Customized Uniform Allowance
- 20% off Food & Beverage at all Marriott & Garcha Group restaurants and bars.
- Night Shift Allowance
- Overtime Pay

Functions as the strategic business leader of the property's Rooms department, the Rooms Division manager is responsible for planning, developing, implementing and evaluating the quality of property’s rooms. The position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives, ensuring that Rooms operations meet the brand’s standards, targets customer needs. At the same time, he/she takes care of employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. The Rooms Division manager develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company; he/she is the internal point of reference for external contracts in terms of security and Rooms Department activities.

LEADING ROOMS TEAM
- Champions the brand’s service vision for product and service delivery.
- Communicates a clear and consistent message regarding departmental goals to produce desired results.
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Monitors and promotes room rates, specials, and promotions at the residence.

MANAGING PROFITABILITY
- Analyzes service issues and identifies trends.
- Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
- Reviews and audits expenses.

MANAGING REVENUE GOALS
- Monitors Rooms operations sales performance against budget.
- Reviews reports and financial statements to determine Rooms operations performance against budget. - Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses. - Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

ENSURING AND PROVIDING EXCEPTIONAL CUSTOMER SERVICE
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Coordinates and communicates event details both verbally and in writing to the customer and property operations.
- Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
- Responds to and handles guest problems and complaints.
- Uses personal judgment and expertise to enhance the customer experience.
- Stays available to solve problems and/or suggest alternatives to previous arrangements.
- Interacts with guests to obtain feedback on product quality and service levels.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction