Front Office Manager

An exciting opportunity has arrived at The Garcha Group, Singapore’s luxury boutique hotel group with four hotels in Singapore, all of which are franchised under Marriott International—the world’s largest and most prestigious hotel company.

Marriott Hotels:

• Duxton Reserve Singapore, Autograph Collection
• Maxwell Reserve Singapore, Autograph Collection
• The Vagabond Club, a Tribute Portfolio Hotel
• The Serangoon Club, a Tribute Portfolio Hotel

Restaurants & Bars:

• Yellow Pot, Anouska's (Duxton Reserve)
• Shikar, Cultivate Cafe, Isabel Bar, Officers’ Mess Polo Bar (Maxwell Reserve)
• The Whiskey Library & Jazz Club, Sharab aur Kebab (The Vagabond Club)
• GupShup (The Serangoon House)

Garcha Group Benefits:

• As an associate of a Marriott hotel, you, your parents or parents-in-law, children, spouse/domestic partner, and siblings are eligible for discounts on F&B and room rates in 8,700+ hotels worldwide.
• Access to the “Global Learning + Development” tool which creates personalized learning experiences designed to help you thrive in your Marriott career journey.
• Comprehensive health insurance plan with Raffles Insurance with the option to upgrade at subsidized corporate rates.
• 2-night yearly staycation including all meals and beverages (incl. alcoholic) in any of the four Garcha Group hotels in Singapore.
• 20% off food & beverage at Garcha Group restaurants and bars and all Marriott hotels.

Job Description & Responsibilities:

As the Front Office Manager, you will be responsible for performing the following tasks to the highest standards:

• Maintain a high guest service focus by approaching your job with the guests always in mind.
• Drive departmental objectives for self and team, and work together to achieve the goal accordingly.
• Take personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues.
• Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
• Respond quickly and positively to changing requirements including the performance of any tasks requested of you.
• Maintain high team focus by showing cooperation and support to colleagues in pursuit of team goals.
• Actively promote the services and facilities of hotels to guests and suppliers of the hotel.
• Actively seek verbal feedback from guests and team members at every opportunity.
• Agree on and implement actions to make improvements to guests’ experience.
• Positively deal with and learn from guest complaints and comments with follow-up and feedback to the Rooms Division/ Front Office Manager.
• Ensure all guest requests and queries are responded to promptly and effectively.
• Maintain presence in the lobby, setting the example to team members for guest service.
• Assist guests with any reasonable requests, and train all team members to be observant before guests ask.
• Explain the standards to the team and train each team member individually with specific job skills checklists that relate to their responsibilities.
• Monitor and assess team members’ performance through regular review checks and feedback.
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect guest experience.
• Demonstrate positive leadership characteristics which inspire team members to meet and exceed standards.
• Prepare rosters and job schedules for team members to meet business needs.
• Establish communication effectively with Housekeeping, groups and tours on in-house groups holding catering events.
• Describe, assign and delegate duties and authority for the operation of the department at all times.
• Understand the situation in other departments and its implication for own department.
• Plan ahead and ensure adequate resources are available.
• Coordinate with the Housekeeping department to ensure that cleaning is followed up and procedures are maintained.
• Ensure the shift is reviewed, handovers and briefings are carried out.
• Maintain in-depth technical knowledge and skills required for the job.
• Maintain guest histories to assist with returning guests.
• Attend and participate in regular operational and hotel meetings.
• Be responsible for the maximization of room revenue and profit through commercial rooms’ management.
• Make decisions regarding overbooking the hotel on the same day.
• Understand the goals of the hotel and the department’s role in achieving it.
• Set and agree to departmental objectives for self and team.
• Keep the team up to date on departmental, hotel and company activities through regular communication meetings and memos.
• Create and implement team member incentives as per discussion with the Rooms Division/ Front Office Manager.
• Participate in the development of the annual budget.
• Use key monitors and financial targets to evaluate the department’s performance.
• Analyse financial information provided via the payroll system.
• Complete regular financial and operating reports, as required or requested.
• Control and review expenses on a monthly basis to implement actions for improvement.
• Maintain leave plans, monitor, control and minimize overtime for the department.
• Carry out seasonal inventory of operating equipment.
• Carry out selection interviews and make effective recruitment decisions.
• Ensure new join team members have all relevant information upon commencing employment and receive relevant training.
• Plan and ensure departmental orientation, trainings and assessments to maintain standards are carried out.
• Develop and implement department training plans to meet business needs.
• Carry out training programs for team members with the Learning & Development team.
• Assist in the training of team members ensuring they have the necessary skills.
• Review and evaluate all training activities.
• Carry out annual appraisals with all team members and identify individual training needs.
• Introduce appropriate product knowledge courses for team members.
• Understand and communicate to the team their responsibilities within Health & Safety (H&S) legislation.
• Participate in community public relations for the hotel.

Other Requirements:

• Candidate must possess at least Professional Certificate/NITEC in any field.
• Required language(s): English, preferably one other spoken language.
• At least 5 years of working experience in a related field.
• Required skills(s): Opera, Marriott, Hotel, Diligent, trustworthy, articulate.