Operations Manager (Hotel)

ssg hotels pte. ltd.; Singapore; On-site; SGD 50,000 - 85,000; Full time

Benefits offered by this job

Marriott discounts

Global Learning + Development access

Two nights stay yearly

20% off F&B

Job summary

The Garcha Group, Singapore’s boutique hotel group, seeks to strengthen its hotel operations across departments in Singapore. Responsibility spans Front Office, Food & Beverage, Housekeeping and Engineering, with an emphasis on exceptional guest experiences and staff leadership.

Collaborate with teams to sustain high service standards, improve guest satisfaction, and contribute to overall profitability while supporting HR processes and staff development.

Qualifications

• Experience in hotel operations across departments.
• Strong focus on guest satisfaction and financial performance.
• Ability to lead teams and manage schedules.

Responsibilities

• Supports the successful execution of all operations in hotel operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff.
• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.
• Ensures that standards and procedures are being followed.
• Leads specific team while assisting with meeting or exceeding property goals.
• 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.
• Communicates/updates all goals and results with employees.
• Meets at least semi annually with staff on a one-to-one basis.

Job description

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

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:

Supports the successful execution of all operations in hotel operations departments (may include Front Office, Business Center, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. Leads specific team while assisting with meeting or exceeding property goals.

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 tasks as assigned by management.