Guest Relations Manager (Front Office)

Job Number 22205306 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 Guest Relations 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 Guest Relations 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. 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 Guest Relations Manager must also be able to stand, sit, or walk for an extended period of time. JOB DUTIES & RESPONSIBILITIES Safety and Security Familiarize with Hotel’s Fire Emergency Announcement System and react immediately in case of any alarm activated and, works closely with the Hotel’s CERT team and CMT team. Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Report work related accidents, or other injuries immediately upon occurrence to the Loss Prevention team and to Management. Maintain awareness of undesirable persons on property premises. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Identify and correct unsafe work procedures or conditions and/or report them to Management and security/safety personnel. Complete appropriate safety training and certifications to perform work tasks. Policies and Procedures Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow all company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures. Working with Others Support all co-workers and treat them with dignity and respect. Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments. Actively listen to and consider the concerns of other employees, responding appropriately and effectively. Partner with and assist others to promote an environment of teamwork and achieve common goals. Guest Relations The Guest Relations Manager will be responsible to reply and close all GuestVoice alerts in a timely manner, with the assistance of the AFOM / FOM The Guest Relations Manager will work closely with the departmental trainer and be responsible for training of all Front Desk Associates. Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible. Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, Guest Response, Problem Experience) to resolve issues, delight, and build trust. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible. Address guests' service needs in a professional, positive, and timely manner. Thank guests with genuine appreciation and provide a fond farewell. Engage guests in conversation regarding their stay, property services, and area attractions/offerings. Champions GuestVoice Medellia reporting. Replies to guest alerts and analyzing results and proposes action plans to lift scores in all areas. Assists Management Serve as a departmental role model or mentor by working alongside associates to perform technical or functional job duties. Encourage and motivate all associates to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements. Ensure that all associates are trained on company core values, job roles, responsibilities, and technical and service aspects of the job. Assign and ensure work tasks are completed on time and that they meet appropriate quality standards. Listen to all associates’ suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions. Coach and develop associates (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans). Assist management to ensure that all associates have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory). Coordinate tasks and work with other departments to ensure that the department runs efficiently. Collaborate with management to develop and carry-out ideas and procedures, and set goals to continuously improve department performance around guest and employee satisfaction scores. Collaborate with management to formally recognize all associates' performance contributions. Serve as the first point of contact representing the Hotel Management in their absence (ie. Weekends, after-hours, Public Holidays) 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. 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. Guest Services Contact appropriate individual or department (e.g., Housekeeping, Engineering, Loss Prevention) as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Receive, record, and relay messages accurately, completely, and legibly. Ensure that any outstanding requests or problems from the previous day receive priority and are resolved. Answer, record, and process all guest calls, requests, questions, or concerns. Security Notify Loss Prevention/Security of any guest reports of theft. Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Maintain awareness of undesirable persons on property premises. Any other duties as may be assigned from time to time. JOB REQUIREMENTS Minimum Diploma in Hospitality Operations Management At least 4 years of Guest Relations experience with supervisory level Pleasant personality & excellent presence Effective communication skills and problem-solving skills Ability to conduct training, motivate, coach & guide associates Great knowledge of hotel operating systems (including Opera, Micros, mobile check-in) and MS office application software Well-organized & great follow up skills and exemplary leadership traits Able to start work within short notice period Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels. Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 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. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.