The posting
An exciting opportunity has arrived at The Garcha Group, Singapore’s boutique hotel group currently with the following hotels:
- Maxwell Reserve, Autograph Collection Hotel (Marriott);
- The Vagabond Club, a Tribute Portfolio Hotel (Marriott);
- The Serangoon Club, a Tribute Portfolio Hotel (Marriott).
Restaurants & Bars:
· Shikar, Isabel Brasserie, Polo Bar Steakhouse & Cultivate (Maxwell Reserve)
· Whiskey Library & Jazz Club (The Vagabond Club)
· GupShup (The Serangoon House)
Garcha Group Benefits:
- As an associate of a Marriott hotel, you, your parents or parents-in-laws, children, spouse/domestic partner and siblings are eligible for discounts on F&B and room rates in 7,000+ hotels world-wide.
- As an associate of a Marriott hotel, you have access to the “Global Learning + Development” tool which creates for you personalized learning experiences designed to help you thrive in their Marriott career journey. (see attached for full Marriott benefits)
- 2 nights yearly staycation in any of the Garcha Group hotels in Singapore.
- 20% off Food/Alcohol Bill at all Garcha Group restaurants and bars
Responsibilities include but are not limited to:
Under the general direction of the Hotel Manager, oversee Rooms Division operations, including Front Office and Housekeeping, to ensure operational efficiency, exceptional guest service, compliance with brand standards, and achievement of departmental revenue and profitability targets.
Rooms Division Operations
- Oversee the daily operations of Front Office and Housekeeping to ensure consistent service standards and operational efficiency.
- Ensure all Rooms Division activities comply with hotel policies, standard operating procedures, and Marriott brand standards.
- Conduct regular inspections of guest rooms, public areas, and Front Office facilities to ensure cleanliness, maintenance, presentation, and operational readiness.
- Coordinate closely with Engineering, Security, and other departments to ensure seamless hotel operations and prompt resolution of operational issues.
- Monitor departmental inventory, operating equipment, and supplies to ensure adequate stock levels and effective cost control.
- Ensure employees maintain appropriate standards of grooming, hygiene, uniforms, professionalism, and workplace conduct.
- Oversee departmental scheduling, manpower allocation, and operational planning to ensure sufficient staffing and service coverage.
- Conduct regular departmental meetings to communicate operational updates, review procedures, and address service or performance concerns.
Guest Experience and Service Excellence
- Ensure all guests receive prompt, professional, and personalized service throughout their stay.
- Maintain a visible presence in guest-facing areas and actively engage with guests to enhance satisfaction and build positive relationships.
- Oversee the handling of guest complaints, service recovery, and special requests to ensure timely and satisfactory resolution.
- Monitor guest satisfaction scores, feedback, and service performance indicators, implementing corrective actions and improvement initiatives where necessary.
- Coordinate VIP arrivals, departures, special occasions, and guest preferences with relevant departments to ensure seamless guest experiences.
- Promote the hotel's facilities, services, and offerings to enhance guest engagement and maximize revenue opportunities.
- Ensure all Front Office employees consistently demonstrate the hotel's service culture and uphold Marriott brand standards.
Financial Performance and Revenue Management
- Monitor departmental financial performance, operating expenses, and profitability against approved budgets and established targets.
- Work closely with Revenue Management and other departments to support room revenue optimization, upselling initiatives, and overall hotel performance.
- Review departmental expenditure, inventory usage, and operational costs to identify opportunities for improved efficiency and cost savings.
- Ensure accurate handling of guest transactions, billing, cash management, and financial reporting in accordance with company policies.
- Monitor departmental performance indicators and implement initiatives to improve productivity, revenue generation, and operational efficiency.
People Management and Leadership
- Lead, supervise, and develop Front Office and Housekeeping teams to achieve departmental objectives and service excellence.
- Plan manpower requirements, allocate responsibilities, and establish clear performance expectations for team members.
- Conduct performance appraisals, probation reviews, coaching sessions, and regular feedback discussions in accordance with company guidelines.
- Identify training and development needs, ensuring appropriate training programs are implemented to strengthen employee competencies and service standards.
- Support recruitment, onboarding, employee development, and succession planning within the Rooms Division.
- Manage employee attendance, leave applications, disciplinary matters, and other personnel-related responsibilities in accordance with company policies.
- Foster a positive, collaborative, and inclusive working environment that encourages teamwork, accountability, and continuous improvement.
- Ensure employees are equipped with the necessary tools, resources, and training to perform their duties effectively.
Compliance, Safety and Responsible Business
- Ensure compliance with applicable Singapore regulations, workplace safety requirements, emergency procedures, and hotel operating policies.
- Oversee the implementation of security, emergency preparedness, and crisis management procedures within the Rooms Division.
- Ensure guest information, financial transactions, and confidential records are handled in accordance with company policies and applicable data protection requirements.
- Coordinate with relevant departments and external authorities when necessary to maintain a safe and secure environment for guests and employees.
- Support sustainability initiatives, responsible resource management, and operational practices that promote efficiency and environmental responsibility.
- Maintain effective communication with the Hotel Manager, Department Heads, and other stakeholders regarding operational matters, guest concerns, and departmental performance.
- Act as Manager on Duty when required, overseeing hotel operations and responding to operational incidents or emergencies.
General Responsibilities
- Maintain a professional image and represent the hotel positively in all interactions with guests, employees, and external stakeholders.
- Demonstrate flexibility in supporting operational requirements and management initiatives across the hotel.
- Perform any other duties or tasks as assigned by management.
Other Requirements:
Candidate must possess at least Professional Certificate/NITEC or equivalent qualification in any field.
Proficient in spoken and written English to communicate effectively with guests and colleagues.
Minimum 5 years of relevant working experience in the hospitality industry.
Required skills: Opera PMS/Cloud, Marriott Global System, Hotel Rooms Division Management Experience, Diligent, Trustworthy, Articulate with strong communication and interpersonal skills.
