Duty Manager (Front Desk)

at  Marriott International Inc

Job Number 24144286
Job Category Rooms & Guest Services Operations
Location Singapore Marriott Tang Plaza Hotel, 320 Orchard Road, Singapore, Singapore, Singapore VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

JOB SUMMARY

The Duty Manager is responsible for driving the hotel’s Balance Score Card which includes GuestVoice results mainly focusing on Overall Satisfaction, Arrival Experience, Elite appreciation, Staff Service Overall. The Duty Manager is also responsible for driving the contactless mobility index and shall work closely with the Loyalty Manager and At Your Service Manager to ensure the goals are met. The Duty Manager is also the main point of contact for all guests’ concerns, feedbacks and incidents and shall determine the situation for further escalation to the respective Departmental Leaders and Management team.
Assist Front Office Leaders in training, evaluating, counseling, motivating and coaching associates; serve as a role model to all associates. Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns. Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure personal appearance is clean, professional and adhere to HR grooming standards; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Ensure adherence to quality standards. Enter and locate information using computers/POS systems. The Duty Manager must also be able to stand, sit, or walk for an extended period of time.

JOB REQUIREMENTS

• Minimum Diploma in Hospitality Management / Hospitality Operations / Hospitality Services
• At least 3 years of relevant working experience & supervisory level
• Great knowledge about Singapore’s tourism
• Great presentation, communication and problem-solving skills
• Great knowledge of Hotel Operating System (e.g. Opera, Micros) and MS Office application software
• Customer-oriented, pleasant and outgoing personality
• Well-organized & great follow-up skills
• Great teamwork
• Able to start work within short notice period
  Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy. With the name that’s synonymous with hospitality the world over, we are proud to welcome you to explore a career with Marriott Hotels. In joining Marriott Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
  JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you

CHECK-IN/CHECK-OUT/CASHIERING (DUTY MANAGER & FRONT DESK DUTIES)

• Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, rooms allocation, and issuing room key in accordance with property policies and procedures.
• Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Advice guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
• Activate room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Verify and adjust billing for guests where necessary.
• Accommodate requests for room changes when possible.
• Assign room according to guest request and preferences whenever possible.
• File guest paperwork or documentation.
• Set up accurate accounts for each guest upon check-in according to their requirements (i.e., sharers, separate room/tax/incidentals, comp).
• Ask for and enter Marriott Bonvoy information (e.g., number, name, address) when taking reservation or checking guest in.
• Ensure rates match market codes and that any exceptions are documented and include an explanation.
• Sell a room/accommodation to guests without reservations based on availability.
• Ensure mobile guests are acknowledged and thank guest for their loyalty & using the APP
• Print contingency lists to have a record of all guests in case of emergency.
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system.