Operations Manager

Additional Information: This hotel is owned and operated by an independent franchisee, Chica Linda. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

GENERAL

Responsible for assisting in successfully executing all operations at Garcha Group (including, but not limited to, Hotel Front Office/Housekeeping departments, Food and Beverage/Culinary departments, and Engineering/Maintenance) and managing staff. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the hotel. Ensures that standards and procedures are being followed at all times.

CORE WORK ACTIVITIES
•    Leading Operations Team
•    Ensure facilities and brand standards are met at all times, including but not limited to cleanliness, music levels, aroma’s, aesthetics, SOPs, uniforms.
•    Coordinates between departments to ensure efficiency and seamless interaction and harmony;
•    Ensures that goals are being translated to the team as well as management as they relate to look/feel of hotel, responsiveness to tenants/guests, brand standards, guest tracking, maintenance tracking, efficiency, professionalism, professionalism and productivity.
•    Creates and nurtures an environment that emphasizes motivation, intelligence, empowerment, teamwork, continuous improvement and a passion for providing service.
•    Understands employee and guest satisfaction results and develops game plans to attack need areas and expand on the strengths.
•    Ensures that the team has the capabilities to meet expectations by hiring, coaching and training.
•    Leads by example demonstrating self-confidence, energy and enthusiasm.
•    Assists employees in understanding tenants ‘and guests’ ever-changing needs and expectations, and exceed them.

Managing Property Operations Function(s)
•    Ensures all guest satisfaction platforms are responded to in a timely manner with coordination of Sales/Marketing and Front-Office teams (for hotel-side of operations); are monitored and results reported to management in a timely and consistent fashion including replies to all emails , TripAdvisor, Guest-Voice and social media reviews.
•    Takes proactive approaches when dealing with employee and guest concerns; extend professionalism and courtesy to employees and guests at all times.
•    Communicates/updates all goals and results with employees.
•    Ensures efficiencies of rosters and accuracy of time sheets/plans year’s annual leaves/public holidays.
•    Ensure efficiency between updating of Payroll system and finance team.
•    Ensures inventory management is up-to date.
•    Meets semi-annually with staff on a one-to-one basis for performance reviews.
•    Assists/teaches and trains the team by scheduling training online through Marriott’s L&D/mHub portal (with associated reports), group brand standards, hotel-specific SOP training.
•    Performs hourly job functions as needed.
•    Perform all functions needed and as required that may not be listed specifically.

Managing and Monitoring Activities that Affect the Guest Experience
•    Provides excellent customer service by being readily available/approachable for all guests.
•     Takes proactive approaches when dealing with guest concerns.
•    Extends professionalism and courtesy to guests at all times.
•    Responds timely to customer service department request.
•    Ensures all team members meet or exceed all hospitality requirements.

Managing Profitability
•    Assists in performing required annual Quality audit with GM & RD.
•    Ensures all receivables are monitored with Finance.
•    Ensuring payables are managed and coordinated between various departments and finance (PO process and payments are monitored and on-time)
•    Reviews financial statements, F&B platforms, Micros, Opera, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Conducting Human Resources Activities
•    Interviews and assists in making hiring decisions.
•    Receives hiring recommendations from team.
•    Ensures orientations/on-boarding for new team members are thorough and completed in a timely fashion.

MANAGEMENT COMPETENCIES
Leadership
•    Adaptability – Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace.
•    Communication – Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behaviour; and models active listening to ensure understanding.
•    Problem Solving and Decision Making – Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions.
•    Professional Demeanour – Exhibits behavioural styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution
•    Building and Contributing to Teams – Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members.

Building Relationships
•    Coworker Relationships – Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
•    Customer Relationships – Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
•    Global Mindset – Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

Generating Talent and Organizational Capability
•    Organizational Capability – Evaluates and adapts the structure of team assignments and work processes to best fit the needs and/or support the goals of an organizational unit.
•    Talent Management – Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise
•    Applied Learning – Seeks and makes the most of learning opportunities to improve performance of self and/or others.
•    Business Acumen – Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges.
•    Technical Acumen – Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
•    Detail Orientation – The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.
•    General Hotel Operations – Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).

Basic Competencies – Fundamental competencies required for accomplishing basic work activities
•    Basic Computer Skills – Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
•    Mathematical Reasoning – Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
•    Oral Comprehension – Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
•    Reading Comprehension – Demonstrates understanding of written sentences and paragraphs in work-related documents.
•    Writing – Communicates effectively in writing as appropriate for the needs of the audience.

· Possesses a Degree in Hospitality or equivalent.

· Must possess integrity and drive.

· Must be highly independent and resourceful.

· Possess good communication and leadership skills.

· Able to correspond in writing with customers, suppliers and internal staff.

· Able to withstand work pressure and guests’ demands.

· As an associate of a Marriott hotel, you, your parents or parents-in-law, children, spouse/domestic partner, and siblings are eligible for discounts on F&B and room rates in 8,700+ hotels worldwide

· As an associate of a Marriott hotel, you have access to the “Global Learning + Development” tool which creates for you personalised learning experiences designed to help you thrive in your Marriott career journey

· Comprehensive health insurance plan

· 2-night yearly staycation including all meals and beverage (incl. alcoholic) in any of the four Garcha Group hotels in Singapore

· 20% off food & beverage at Garcha Group restaurants and bars and all Marriott hotels

This company is an equal opportunity employer.

frnch1

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand’s target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.