Job Description

Job Number 23068308
Job Category Rooms & Guest Services Operations
Location JW Marriott Hotel Singapore South Beach, 30 Beach Road, Singapore, Singapore, Singapore
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

Our associates thrive in the world where luxury offerings are less about things and more about full, enriching experiences. In the same way, our properties are more than just hotels. They are places where we choreograph authentic, inspiring and intuitive service that allows our guests to leave richer than when they arrived.

Our jobs are about more than simply giving guests a smooth check-in and checkout. Instead, we cultivate enriching experiences for our guests throughout the many touch points of their journey. The Front Desk Manager owns their space as a social director, a master curator, an innovator and a relationship builder. They are responsible for sensing and delivering on our guests\xe2\x80\x99 expectations and leaving them with a lasting impression that will keep them coming back again and again. The style and warm nature of the Front Desk Manager epitomizes the level of service expected from the brand and inspires fellow associates to serve guests in the same way. The role accommodates and adjusts to atypical requests without getting flustered; he/she moves about the public space to deliver service that fulfills our guests\xe2\x80\x99 desire to enrich their passions. All of this focus is to help drive stellar financial performance, guest satisfaction, and employee engagement.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, promoting quality product that meets standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Supervises staffing levels to provide the proper leve of guest service and deliver on operational needs and financial objectives.
• Verifies that regular on-going communication is happening with employees to create awareness of business objectives and communicates expectations, recognizes performance, and produces desired results.
• Understands the impact of department\xe2\x80\x99s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supporting Management of Front Desk Team

• Demonstrates a deep understanding of the brand and a passion for delivering on brand values that is contagious and inspiring.
• Helps others build their knowledge and expertise on target customers and how to successfully execute both brand and operational standards.

• Guides employees to provide exceptional service that produces high levels of guest satisfaction consistently and effectively.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees\' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Continually evaluates customer needs so they can be met time and time again.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Ensures employees understand customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Supervises same day selling procedures to maximize room revenue and control property occupancy.
• Supervises daily Front Desk shift operations and verifies compliance with all policies, standards and procedures.
• Verifies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Solicits employee feedback, utilizes an \xe2\x80\x9copen door\xe2\x80\x9d policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Assists as needed in the interviewing and hiring of employee team members.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Participates in employee progressive discipline procedures.

Additional Responsibilities

• Understands market dynamics, market-level objectives, and important aspects of the company\xe2\x80\x99s business.
• Diagnoses strengths and weaknesses, anticipates opportunities and risks, and develops strategies and plans related to team projects.
• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluating results to choose the best solution and solve problems.
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Runs Front Desk shifts whenever necessary.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

Marriott Hotels, Marriott International\xe2\x80\x99s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.

JW Marriott is part of Marriott International\'s luxury portfolio and consists of more than 80 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. It\xe2\x80\x99s as simple as that. Our hotels offer a work experience unlike any other, where you\xe2\x80\x99ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That\xe2\x80\x99s The JW Treatment\xe2\x84\xa2.

Marriott