Cluster Assistant Rooms Division Manager

Description

The Cluster Assistant Rooms Division Manager is responsible for supporting the overall management of the Rooms Division across multiple hotel properties. This role involves overseeing front office operations, housekeeping, and guest services to ensure exceptional service delivery and operational efficiency. The Assistant Manager collaborates closely with the Rooms Division Manager and other department heads to implement strategies that enhance guest satisfaction, optimize room revenue, and maintain high standards of cleanliness and service quality. This position requires strong leadership skills, attention to detail, and a commitment to fostering a positive team environment. Nextbeat Singapore Pte.Ltd. EA License Number: 22C1267

Responsibilities and Duties

Under the general direction of the Hotel Manager, oversee the operations of the Rooms Division to ensure the achievement of established quality standards, guest service excellence, and departmental revenue and profit targets. Comply with governmental regulations regarding hotel emergency procedures, safety, and other compliance requirements, as well as brand standards and local policies. Deliver a guest experience that is distinctive and brings the brand to life. Financial Returns * Supervise the implementation of financial strategies. * Conduct a training needs analysis for the Rooms Division and develop training programs to address those needs. * Carry out probation assessments and formal performance appraisals according to company guidelines. * Maintain up-to-date staff records, approve leave requests, and provide coaching, counseling, and disciplinary actions, offering constructive feedback to enhance performance. * Maintain regular communication with staff to foster positive relationships. Guest Experience * Build and sustain positive relationships with all customers and guests to exceed their expectations. * Proactively address guest needs to enhance their experience. * Create a positive image for the hotel in all interactions with internal and external customers. * Ensure that direct reports are well-versed in current guest-focused standards and procedures for effective training. * Ensure front office staff deliver prompt service, professional attention, and personal recognition to guests. * Greet guests upon arrival and engage with them meaningfully. * Address guest complaints appropriately, solicit feedback, and cultivate relationships to drive continuous improvements in guest satisfaction. * Conduct routine inspections of the front office and public areas, taking immediate action to correct any deficiencies. * Analyze guest satisfaction data and develop and implement plans to meet established goals. * Communicate relevant information about the arrival and departure of VIPs and other key guests to the appropriate departments. People * Direct daily staffing needs, plan and assign tasks, and set performance and development goals for team members. * Provide mentoring, coaching, and regular feedback to resolve conflicts and enhance team member performance. * Train team members in compliance with brand standards, service behaviors, and governmental regulations. * Ensure staff have the necessary tools, training, and equipment to perform their duties effectively. * Foster teamwork and quality service through daily communication and coordination with other departments. * Recommend or initiate actions related to salary, discipline, or staffing/human resources in accordance with hotel or company policies. Responsible Business * Regularly audit financial transactions to ensure compliance with governmental regulations and data privacy requirements. * Serve as a central communication point during emergencies or crisis situations; build and maintain relationships with local fire, police, and emergency personnel. * Enhance the hotel’s reputation and brand awareness in the local community while encouraging team member involvement in outreach efforts. * Perform additional duties as assigned, including serving as the manager on duty as needed. * Recognize and develop your potential and that of your direct reports. * Leverage the strengths of others to build organizational capability for the future and appreciate the advantages of diversity. * Identify and cultivate talented individuals. * Consider the global nature of the business and work effectively with colleagues from diverse viewpoints, cultures, and countries. * Supervise the overall operations of the Front Office and Housekeeping departments. * Monitor personnel in these areas to ensure guests receive prompt, friendly service and personal recognition. * Coordinate the exchange of relevant information between departments within the division and direct communications with other departments, especially Engineering and Security. * Consult with Department Heads and the General Manager regularly to enhance business operations. * Assume overall responsibility for maintaining presentation standards to ensure facilities and equipment are clean, well-maintained, and in good repair. * Schedule and conduct routine inspections of all controlled areas. * Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture for all front office employees. * Conduct comprehensive monthly departmental meetings to review procedures and special handling events. * Promote inter-hotel sales and in-house facilities. * Monitor and manage inventory for operating equipment and supplies. * Communicate important information to the General Manager, department heads, and others as needed. * Oversee the Front Office department’s operations concerning revenue expenditure and performance against budget.

Working Condition

Working hours

5 days / 44 hours