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Not stated
Work mode
On-site
Experience
Some experience
About the role
This is a senior leadership role overseeing the Rooms department at The Westin Singapore, based at Asia Square Tower 2 in Marina View. You will set and drive the department's strategy, service standards and financial performance while leading the Rooms team. It suits an experienced hospitality manager with a background in guest services, front desk, housekeeping or related operations.
Lead the Rooms team and champion the brand's service vision for product and service delivery
Communicate departmental goals clearly and consistently to achieve desired results
Make and execute decisions to keep the property moving toward its goals
Monitor and promote room rates, specials and promotions
Analyse service issues and identify trends
Develop and execute an operational strategy aligned with the brand's business strategy
Review and audit expenses
Monitor Rooms sales performance against budget
Review reports and financial statements to assess Rooms performance against budget
Coach the operations team on managing occupancy, rate, wages and controllable expenses
Compare budgeted wages with actual wages and hold the team accountable for results
Demonstrate and communicate key drivers of guest satisfaction for the brand's target customer
Deliver excellent customer service and encourage the same from other employees
Review guest feedback with the leadership team and ensure corrective action is taken
Coordinate and communicate event details verbally and in writing to customers and property operations
Create an atmosphere in all Rooms areas that meets or exceeds guest expectations
Respond to and handle guest problems and complaints
Use personal judgment and expertise to enhance the customer experience
Stay available to solve problems and suggest alternatives to previous arrangements
Interact with guests to obtain feedback on product quality and service levels
Stay visible and interface with customers regularly to gather feedback on quality, service levels and overall satisfaction
Continually improve customer service by integrating feedback and personal judgment into action plans
Emphasise guest satisfaction during departmental meetings and focus on continuous improvement
Ensure employees understand expectations and parameters for Rooms duties
Facilitate creative solutions to overcome obstacles and ensure implementation to improve guest satisfaction
Interview and hire employees
Ensure employees are treated fairly and equitably
Ensure regular, ongoing communication in Rooms, such as pre-shift briefings and staff meetings
Foster employee commitment to excellent service, participate in daily stand-up meetings and model desired service behaviours
Incorporate guest satisfaction into staff and operations meetings with an emphasis on innovative improvement
Set goals and expectations for direct reports using the performance review process and hold staff accountable
Solicit employee feedback, us
Requirements
2-year degree in Business Administration, Hotel and Restaurant Management or related major with 4 years experience in guest services, front desk, housekeeping, sales and marketing, management operations or related professional area, OR 4-year bachelor's degree in the same fields with 2 years experience in those areas
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