Job Description

Job Number 23135645
Job Category Rooms & Guest Services Operations
Location Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

The Duty Manager is responsible for driving the hotel\xe2\x80\x99s Balance Score Card which includes GuestVoice results mainly focusing on Overall Satisfaction, Arrival Experience, Elite appreciation, Staff Service Overall. The Duty Manager is also responsible for driving the contactless mobility index and shall work closely with the Loyalty Manager and At Your Service Manager to ensure the goals are met. The Duty Manager is also the main point of contact for all guests\xe2\x80\x99 concerns, feedbacks and incidents and shall determine the situation for further escalation to the respective Departmental Leaders and Management team.

Assist Front Office Leaders in training, evaluating, counseling, motivating and coaching associates; serve as a role model to all associates. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean, professional and adhere to HR grooming standards; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests\xe2\x80\x99 service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. The Duty Manager must also be able to stand, sit, or walk for an extended period of time.

JOB DUTIES AND RESPONSIBILITIES

Safety and Security

\xc2\xb7 Familiarize with Hotel\xe2\x80\x99s Fire Emergency Announcement System and react immediately in case of any alarm activated and, works closely with the Hotel\xe2\x80\x99s CERT team and CMT team.

\xc2\xb7 Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

\xc2\xb7 Report work related accidents, or other injuries immediately upon occurrence to the Loss Prevention team and to Management.

\xc2\xb7 Maintain awareness of undesirable persons on property premises.

\xc2\xb7 Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

\xc2\xb7 Identify and correct unsafe work procedures or conditions and/or report them to Management and security/safety personnel.

\xc2\xb7 Complete appropriate safety training and certifications to perform work tasks.

Policies and Procedures

\xc2\xb7 Protect the privacy and security of guests and coworkers.

\xc2\xb7 Maintain confidentiality of proprietary materials and information.

\xc2\xb7 Follow all company and department policies and procedures.

\xc2\xb7 Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

\xc2\xb7 Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Working with Others

\xc2\xb7 Support all co-workers and treat them with dignity and respect.

\xc2\xb7 Handle all situations and always act with integrity.

\xc2\xb7 Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

\xc2\xb7 Develop and maintain positive and productive working relationships with other employees and departments.

\xc2\xb7 Involve in planning of Departmental Meetings and gathering.

\xc2\xb7 Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

\xc2\xb7 Partner with and assist others to promote an environment of teamwork and achieve common goals.

Assists Management

\xc2\xb7 Serve as a departmental role model or mentor by working alongside associates to perform technical or functional job duties.

\xc2\xb7 Encourage and motivate all associates to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.

\xc2\xb7 Ensure that all associates are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.

\xc2\xb7 Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

\xc2\xb7 Listen to all associates\xe2\x80\x99 suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.

\xc2\xb7 Coach and develop associates (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).

\xc2\xb7 Assist management to ensure that all associates have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).

\xc2\xb7 Coordinate tasks and work with other departments to ensure that the department runs efficiently.

\xc2\xb7 Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores.

\xc2\xb7 Collaborate with management to formally recognize all associates\' performance contributions.

\xc2\xb7 Serve as the first point of contact representing the Hotel Management in their absence (ie. Weekends, after-hours, Public Holidays)

Check-in/Check-out/Cashiering (Duty Manager & Front Desk Duties)

\xc2\xb7 Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, rooms allocation, and issuing room key in accordance with property policies and procedures.

\xc2\xb7 Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.

\xc2\xb7 Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.

\xc2\xb7 Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.

\xc2\xb7 Verify and adjust billing for guests where necessary.

\xc2\xb7 Accommodate requests for room changes when possible.

\xc2\xb7 Assign room according to guest request and preferences whenever possible.

\xc2\xb7 File guest paperwork or documentation.

\xc2\xb7 Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharers, separate room/tax/incidentals, comp).

\xc2\xb7 Ask for and enter Marriott Bonvoy information (e.g., number, name, address) when taking reservation or checking guest in.

\xc2\xb7 Ensure rates match market codes and that any exceptions are documented and include an explanation.

\xc2\xb7 Sell a room/accommodation to guests without reservations based on availability.

\xc2\xb7 Ensure mobile guests are acknowledged and thank guest for their loyalty & using the APP

\xc2\xb7 Print contingency lists to have a record of all guests in case of emergency.

\xc2\xb7 Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

\xc2\xb7 Complete designated cashier and closing reports in the computer system.

Guest Services

\xc2\xb7 Contact appropriate individual or department (e.g., Housekeeping, Engineering, Loss Prevention) as necessary to resolve guest call, request, or problem.

\xc2\xb7 Follow up with guests to ensure their requests or problems have been met to their satisfaction.

\xc2\xb7 Receive, record, and relay messages accurately, completely, and legibly.

\xc2\xb7 Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.

\xc2\xb7 Answer, record, and process all guest calls, requests, questions, or concerns.

Security

\xc2\xb7 Notify Loss Prevention/Security of any guest reports of theft.

\xc2\xb7 Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

\xc2\xb7 Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

\xc2\xb7 Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

\xc2\xb7 Maintain awareness of undesirable persons on property premises.

• Any other duties as may be assigned from time to time.

JOB REQUIREMENTS

• Minimum Diploma in Hospitality Management / Hospitality Operations / Hospitality Services
• At least 3 years of relevant working experience & supervisory level
• Great knowledge about Singapore\'s tourism
• Great presentation, communication and problem-solving skills
• Great knowledge of Hotel Operating System (e.g. Opera, Micros) and MS Office application software
• Customer-oriented, pleasant and outgoing personality
• Well-organized & great follow-up skills
• Great teamwork
• Able to start work within short notice period

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of \xe2\x80\x9cWonderful Hospitality. Always.\xe2\x80\x9d by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that\xe2\x80\x99s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

JW Marriott is part of Marriott International\'s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you\xe2\x80\x99re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand\xe2\x80\x99s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you\xe2\x80\x99ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That\xe2\x80\x99s The JW Treatment\xe2\x84\xa2. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

Marriott