Job Description

At Holiday Inn Singapore Little India, you will be responsible for directing the activities of the Front Office, Reservations, Housekeeping, and Security & Risk departments to ensure the achievement of established quality and guest service standards, as well as departmental revenue and profit goals. You will adhere to governmental regulations concerning hotel emergency procedures, safety, and other compliance requirements, as well as brand standards and local policies and procedures. You will deliver a guest experience that is unique and brings the brand to life.

We want our guests to relax and be themselves which means we need team members to:

• Be you – by being natural, professional and personable in the way you are with people

• Get ready – by taking notice and using your knowledge so that you are prepared for anything

• Show you care – by being thoughtful in the way you welcome and connect with guests

• Take action– by showing initiative, taking ownership and going the extra mile

DUTIES AND RESPONSIBILITIES

FINANCIAL RETURNS:

• Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Prepare and submit statistical, performance, and forecast analyses and reports as required.
• Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
• Use company systems and processes to maximize revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.
• Champion ROI projects and Capex planning

PEOPLE:

• Direct day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Educate and train team members in compliance with brand standards, service behaviors, and governmental regulations. Ensure staff has the tools, training, and equipment to carry out job duties.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions in accordance with hotel or company rules and policies.

GUEST EXPERIENCE:

• Ensure all colleagues provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
• Conduct routine inspections of the public areas and rooms and take immediate actions to correct any deficiencies.
• Ensure that guest satisfaction data is analyzed and that plans are developed and implemented to achieve established goals.
• Communicate to appropriate departments all pertinent information related to the expected arrival and departure of VIP’s and other key guests, or other special guest needs.
• Ensure cleanliness and condition standards and ways of clean methods are adhered to. Driving the culture of clean amongst the Rooms Division

RESPONSIBLE BUSINESS:

• Regularly audit all financial transactions to ensure governmental regulations and data privacy requirements are met.
• Act as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Ensure full compliance to Risk and Safety components – IHG and local law
• Develop awareness and reputation of the hotel and brand in the local community and promote team member involvement in community outreach efforts.
• Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines
• Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
• Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
• Initiate action to correct a hazardous situation and notify supervisors of potential dangers
• Log security incidents and accidents in accordance with hotel requirements
• Perform other duties as assigned. May also serve as manager on duty.

ACCOUNTABILITY

This is the top room division job in a full-service hotel with an extensive range of facilities and services, demanding competitive pressures, and a large number of VIP and key guests. Directly and indirectly supervises a large number of front office, reservation, security/risk and housekeeping employees.

QUALIFICATIONS AND REQUIREMENTS

Bachelor’s degree/higher education qualification/equivalent in Hotel Administration, Business Administration, or a related field, with a minimum of four years’ guest service/hotel experience, including at least three years of experience as a Front Office Manager (FOM), preferably with experience as a Rooms Division Manager (RDM). International hotel and Singapore hotel experience is preferred. Must speak the local language(s); additional languages are preferred.