Rooms Division Manager (Hotel)

About the role

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); - The Vagabond Club, a Tribute Portfolio Hotel (Marriott); - The Serangoon Club, a Tribute Portfolio Hotel (Marriott). Restaurants & Bars: - Shikar, Isabel Brasserie, Polo Bar Steakhouse & Cultivate (Maxwell Reserve) - Whiskey Library & Jazz Club (The Vagabond Club) - GupShup (The Serangoon House) 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) - 2 nights yearly staycation in any of the Garcha Group hotels in Singapore. - 20% off Food/Alcohol Bill at all Garcha Group restaurants and bars Responsibilities include but are not limited to: 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 VIP's 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 staffs 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 over

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