Full-timeHotels & hospitality· Posted 31 Aug

Manager, Westin Executive Club

Marriott InternationalApply on company site

Salary

Not stated by the company

When

Full-time hours

Where

TEShenton WayThe Westin Singapore, 12 Marina View, Asia Square Tower 2, Singapore 018961

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

About the role

This role acts as the property Manager on Duty at The Westin Singapore, overseeing daily operations and stepping in as Guest Relations Manager when needed. You will lead guest services teams, resolve guest situations, and keep service standards high across the property. It suits someone with front desk or guest services experience who is comfortable supervising a team and handling complaints.

What you'll do

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Lead, influence and encourage guest services team members, modelling honesty and integrity
Build trust, respect and cooperation within the team
Supervise and manage employees, covering their duties when they are absent
Recognise and celebrate team contributions
Set goals and plans to organise and complete work
Handle complaints, settle disputes and resolve conflicts
Maintain working relationships with all departments to support operations and resolve problems
Step into guest or employee situations to protect property integrity, guest satisfaction and employee wellbeing
Keep communication flowing with employees on business objectives and expectations
Read budgets, operating statements and payroll reports to support departmental financial management
Deliver service beyond expectations to keep customers satisfied and loyal
Coach individuals on guest needs, giving guidance and feedback
Manage daily operations to meet quality standards and customer expectations
Respond to and resolve guest problems and complaints
Empower employees to deliver excellent customer service
Observe service behaviours and give feedback
Implement the customer recognition and service programme
Administer property policies fairly, completing disciplinary procedures and documentation per SOPs and LSOPs
Manage payroll administration
Coach, mentor and develop others, setting performance standards and monitoring performance
Take part in progressive discipline procedures
Use on-the-job training tools for employees
Seek employee feedback, apply an open door policy and review satisfaction results
Supervise ongoing training and conduct training when needed
Participate in performance appraisals and give feedback
Share information with supervisors, co-workers and subordinates by phone, email, in writing or in person
Analyse information and evaluate results to solve problems
Update executives, peers and subordinates on relevant matters promptly
Keep high visibility in public areas during peak times
Implement emergency plans for accidents, death, elevator incidents, theft, violent crime, bombs and fire
Perform front desk duties during high demand periods

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Manager, Westin Executive Club

About the role

What you'll do

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