Full-timeHotels & hospitality· Posted 18 Sept

Duty Manager

Marriott InternationalFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

TEOrchard BoulevardSingapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore 238865

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

You will be the Duty Manager at a hotel on Orchard Road, acting as the main point of contact for guest concerns, feedback and incidents while driving guest satisfaction and loyalty goals. The role suits someone who can lead and coach front office associates, represent hotel management when leaders are away, and handle front desk and cashiering duties. You will work closely with the Loyalty Manager and At Your Service Manager to meet targets.

What you'll do

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Drive the hotel's Balanced Scorecard results, focusing on overall guest satisfaction, arrival experience, elite appreciation and staff service
Improve the contactless mobility index together with the Loyalty Manager and At Your Service Manager
Act as main contact for guest concerns, feedback and incidents, deciding when to escalate to departmental leaders or management
Assist Front Office Leaders with training, evaluating, counselling, motivating and coaching associates
Build and maintain positive working relationships and support the team in reaching common goals
Listen and respond appropriately to employee concerns
Follow company policies and procedures, report accidents, injuries and unsafe conditions, and complete safety training and certifications
Keep personal appearance clean and professional in line with HR grooming standards, and maintain confidentiality of proprietary information
Welcome and acknowledge guests, anticipate and address their needs, assist individuals with disabilities and thank guests genuinely
Speak clearly and professionally, prepare and review written documents accurately, and answer telephones with proper etiquette
Enter and locate information using computers and POS systems
Familiarise yourself with the hotel's Fire Emergency Announcement System and react immediately to alarms, working with the CERT and CMT teams
Follow property procedures for emergencies such as evacuations, medical emergencies and natural disasters
Report work-related accidents or injuries immediately to the Loss Prevention team and management
Stay aware of undesirable persons on the premises
Identify and correct unsafe work procedures or conditions, or report them to management and safety personnel
Follow all company and department policies and procedures, including LSOP guidelines
Protect company tools, equipment, machines and other assets
Support co-workers, treat them with dignity and respect, and act with integrity at all times
Handle sensitive employee and guest issues with tact, respect, diplomacy and confidentiality
Help plan departmental meetings and gatherings
Serve as a departmental role model or mentor, working alongside associates on technical or functional duties
Encourage and motivate associates to perform their best, take responsibility and suggest improvements
Ensure associates are trained on company core values, job roles, responsibilities and technical and service aspects
Assign work tasks and ensure they are completed on time

Duty Manager

About the role

What you'll do

Requirements

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