Rooms Division Manager (Hotel)

The Garcha Group Marriott International; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading luxury hotel management company in Singapore is seeking a Room Division Manager to oversee the Front Office and Housekeeping operations. Your role will focus on ensuring guest satisfaction, maintaining service standards, and managing team performance. The ideal candidate will have a strong hospitality management background and proven leadership skills. This position offers an exciting opportunity to drive quality service and contribute to a premier hotel's success.

Qualifications

• Strong leadership skills to manage teams effectively.
• Experience in the hotel industry is critical.
• Financial oversight and budgeting skills.

Responsibilities

• Supervise Front Office and Housekeeping operations.
• Ensure high guest satisfaction and brand standards.
• Conduct performance appraisals and training needs assessments.

Skills

Customer service

Team leadership

Conflict resolution

Communication skills

Financial management

Education

Relevant hospitality management degree

Job description

Responsibilities

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 overall activities of Front Office and Housekeeping operations

Monitors the personnel of these operations to ensure guests receive prompt, cordial attention, and personal recognition

Coordinates exchange of pertinent information between departments within the Division and directs exchange of information with other departments, notably, Engineering and Security

Consults with Department Heads and General Manager on an ongoing basis to improve business conduct Assumes overall responsibility for maintaining presentation standards to ensure facilities and equipment are clean, in good repair and well maintained

Schedules and regularly conducts routine inspections of areas under control

Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of all front office employees

Conducts comprehensive monthly departmental meetings to include review of procedures and events which warrant special handling and detailed information

Promotes Inter-hotel sales and in-house facilities

Monitors and controls the inventories for operating equipment and supplies

Communicates to the General Manager to his/her delegate, and other Department heads, all information likely to be of interest to them

Monitors and controls the Front Office department operation in the areas of revenue expenditure, profitable and performance against budget

Accountability

This is the top room’s division job in a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises a large number of Front Office and Housekeeping employees.