JOB SCOPE
1. Manage Day to Day Operations
a. Assist to carry out all business operational activities including customer experience, legal and safety matters, adequate manpower coverage, sufficient supplies, functional equipment and first to know of all the up-to-date information for a seamless operation.
b. Engage the TMs to ensure their high competency and commitment to perform their specific job roles.
c. Resolve issues pertaining to guest’s negative feedback and manages the complaint efficiently to maximize guest satisfaction.
d. Collaborate closely with all internal team and relevant departments to ensure seamless guest experience.
e. Implement and monitor to ensure adherence to organizational operating procedures and service standards are met.
f. Assist the execution of enhancement projects and new processes and follow-through with detailed evaluation.
g. Review and manage the daily manpower level to ensure that operation is covered with sufficient manning.
h. Conduct regular audits and inspections with detailed report to relevant department.
2. Lead Service and Operational Excellence
a. Conduct service audit to ensure Service Quality Standards are met.
b. Innovate new ideas to enhance guest experience and revenue generation.
c. Manage guests experience consistently according to OneMBS purpose, vision, and mission.
d. Be directly involved in any service enhancement or review of service measurement index such as Net Promoter Score (NPS), this includes the action plan and follow through to improve the score.
e. Respond, resolve, and review guest comments, requests, and complaints in a timely and professional manner.
3. Manage Operational Risks
a. Implement Marina Bay Sands Workplace Safety and Health Policy practices.
b. Ensure that all TMs are complying to all MBS policies and guidelines.
c. Report any work incidents; may include vandalism, fight, fire, abuse, accidents, etc.
d. Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department.
e. Manage emergency situations.
4. Achieve Employee Engagement
a. Be the mentor to guide TM on their career and personal goals.
b. Establish learning and development plans and opportunities to enhance TM work performance.
c. Ensure that all TMs including self are well groomed as per company standard.
d. Hold regular meetings such as daily briefing to communicate departmental updates and review of operational standards.
e. Create a pleasant working environment that inspires the team and cultivate OneMBS culture.
5. Manage Documentation, Financial and report management
a. Attend scheduled departmental meetings as required.
b. Prepare scheduled reports as stipulated by management.
c. Manage cost control to keep departmental operating expenses within budget includes forecasting to better facilitate manpower and costing allocations.
d. Review systems and processes for workflow and productivity improvement.
e. Lead in supporting Sands Cares and Sustainability programs.
f. Perform any other duties and responsibilities as and when assigned by Management.
JOB REQUIREMENTS
Education
· Diploma or bachelor’s degree, preferably in Hotel Management or business related
Required Experience
· Minimum 3 years’ management experience in a large-scale hotel environment.
· Strong leadership skills and ability to operate and successfully arbitrate in a complex international, multicultural environment
· Be ready to work on weekend, public holiday, and every shift, including night shift.
Competencies
· Proficient in the use of Property Management System and Microsoft Office applications.
· Experience in preparing presentation materials.
· Highly articulate of English, and any additional language is an advantage.
· Outstanding guest relation and problem-solving skills.
· Excellent, planning, execution, time management, organizational, communication and motivational skills.
· Pays attention to details and have strong customer service skills.
· Mature, meticulous, resourceful, organized, and able to work independently.
· A team player and takes initiative to assist other Team Members when required.
· Have impeccable follow-through; and “Can Do” attitude and mindset.
