Hotel Operations Manager

MURRAY PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

F&B and room discounts worldwide

Global Learning + Development access

2 nights yearly staycation at Garcha集团

20% off F&B at group restaurants/bars

Job summary

The Garcha Group, Singapore's boutique hotel group, is seeking an operations-focused professional to support front- and back-of-house teams across Maxwell Reserve, The Vagabond Club, and The Serangoon House. You will help translate goals into practical actions, monitor guest satisfaction, and drive service excellence in a dynamic hospitality environment.

Key duties include assisting in staff scheduling, executing recovery plans, maintaining quality audits, and supporting hiring and onboarding to

Qualifications

• Experience in hotel operations or guest services preferred.
• Strong leadership, communication and team collaboration skills.
• Customer-focused mindset with attention to detail.

Responsibilities

• Supports Operations Team to translate goals into team actions for guest tracking and productivity.
• Monitors employee and guest satisfaction results and communicates improvement plans.
• Ensures team capabilities meet expectations and leads by example with energy and enthusiasm.
• Addresses guests' changing needs and exceeds expectations through proactive service.
• Executes property-specific recovery plans and publishes guest satisfaction results promptly.
• Assists in staff scheduling to meet guest and occupancy targets and performs hourly duties when needed.
• Provides excellent customer service and responds promptly to guest concerns.
• Ensures all hospitality standards are met or exceeded by team members.
• Assists in annual Quality audits and maintains key control programs.
• Interviews and supports hiring decisions; ensures thorough onboarding for new staff.

Job description

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:

CORE WORK ACTIVITIES

Supporting Operations Team

• Ensures that goals are being translated to the team as they relate to guest tracking and productivity.
• Understands employee and guest satisfaction results and communicates game plans to address need areas and expand on the strengths.
• Assists in ensuring that the team has the capabilities to meet expectations.
• Leads by example demonstrating self-confidence, energy and enthusiasm.
• Assists employees in understanding guests' ever-changing needs and expectations, and exceeding them.

Supporting Property Operations Function(s)

• Follows property specific second effort and recovery plan.
• Publishes all guest satisfaction results in a timely fashion including all guest satisfaction forms, comment cards and guest letters.
• Takes proactive approaches when dealing with employee concerns.
• Extends professionalism and courtesy to employees at all times.
• Communicates/updates all goals and results with employees.
• Meets at least semi annually with staff on a one-to-one basis.
• Assists/teaches the team scheduling against guest and hours/occupied room goals.
• Performs hourly job functions as needed.

Managing and Monitoring Activities that Affect the Guest Experience

• Provides excellent customer service by being readily available/approachable for all guests.
• Takes proactive approaches when dealing with guest concerns.
• Extends professionalism and courtesy to guests at all times.
• Responds timely to customer service department request.
• Ensures all team members meet or exceed all hospitality requirements.

Assisting in Managing Profitability

• Assists in performing required annual Quality audit with GM.
• Ensures a viable key control program is in place.
• Understands financial statements, sales and activity reports, and other performance data.

Conducting Human Resources Activities

• Interviews and assists in making hiring decisions.
• Receives hiring recommendations from team supervisors.
• Ensures orientations for new team members are thorough and completed in a timely fashion.

Other Tasks

• Any other duties/tasks as assigned by management.