Full-timeHotels & hospitality· Posted 30 Sept

Duty Manager - The Singapore EDITION

Marriott InternationalFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

TEOrchard BoulevardThe Singapore EDITION, 38 Cuscaden Road, Singapore 249731

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

About the role

You will support the Front Office Manager in running front office operations at The Singapore EDITION, covering Bell/Door Staff, Switchboard and Guest Services/Front Desk. The role involves supervising the team day to day so that check-in and check-out run smoothly, while keeping guests and staff satisfied and supporting the department's financial results. It suits someone with front desk or guest services experience who is ready to lead and step in for the Front Office Manager when needed.

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What you'll do

Lead, influence and encourage the front desk team, setting an example of honesty and integrity
Build trust, respect and cooperation among team members
Supervise and manage employees and oversee daily operations, covering employee duties when they are absent
Ensure staff recognition happens across all shifts
Maintain open, collaborative relationships with employees
Manage daily operations so quality and standards meet customer expectations
Set goals and plans to prioritise, organise and complete work
Handle complaints, settle disputes and resolve conflicts
Work with the Front Office Manager to keep improving departmental service
Communicate Front Office goals clearly and consistently to achieve results
Take part in corrective action plans based on comment cards and guest satisfaction results
Emphasise guest satisfaction in departmental meetings and push for continuous improvement
Deliver service beyond expectations to keep customers satisfied and loyal
Help staff understand guest needs through guidance, feedback and coaching
Act as a role model for guest relations and hospitality behaviour
Empower employees to deliver excellent customer service
Interact regularly with customers to gather feedback on product, service and satisfaction
Give employees feedback based on observed service behaviour
Resolve guest problems and complaints effectively
Implement the customer recognition/service programme and communicate the process
Ensure compliance with Front Office policies, standards and procedures
Monitor credit policies and procedures to reduce bad debts and rebates
Share information with supervisors and co-workers by phone, email, in writing or in person
Analyse information and evaluate results to choose the best solution
Update executives, peers and subordinates on relevant information promptly
Stand in for the Front Office Manager when he or she is absent
Pass on critical information from pre- and post-convention meetings to Front Office staff
Attend department meetings

Duty Manager - The Singapore EDITION

About the role

What you'll do

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Requirements

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