Job Number 20029992 Job Category Rooms and Guest Services Operations Location Batam Marriott Hotel Harbour Bay, Harbour Bay Complex, Batu Ampar, Batam City, Indonesia, Indonesia VIEW ON MAP Brand Marriott Hotels Resorts / JW Marriott Schedule Full-time Relocation?
No Position Type Management Start Your Journey With Us Marriott International portfolio of brands includes both JWMarriott and Marriott Hotels.
MarriottHotels ,Marriott International's flagship brand with more than 500 global locations, isadvancing the art of hosting so that our guests can travel brilliantly.
As ahost with Marriott Hotels, you will help keep this promise by deliveringpremium choices, sophisticated style, and well-crafted details.
With yourskills and imagination, together we will innovate and reinvent the future oftravel. Batam is an island municipality of the Riau Islands Province of Indonesia.
Located within the northernmost region of the country, Batam is also 20 KM offSingapore's southern coast. The 200 keys Batam Marriott Hotel Harbour Bay will be located on a waterfrontsite adjoining the Batam Harbour Bay Ferry Terminal.
On other sides, it will besurrounded by new-build commercial and residential. The site is within 3 KM ofmost of Batam's industrial parks and major oil-and-gas-related companies.
Theairport is 23 KM east of the site, or approximately 30-45 minutes by car. Thehotel offers 3 restaurants and 3 bars and lounges, 5 function facilities with atotal event space of 1,720 SM.
The Hotel's ballroom - the second largest in thecity and centrally-located next to the Harbour Bay Ferry Terminal - has thepotential to be preferred venue for regional meetings, association gatheringsand social events.
Recreation facilities include pool, gym and spa. Thehotel is project to open in Mid 2020. JOB SUMMARY Serves as the property Manager on Duty and oversees all property operations, ensuring that the highest levels of hospitality and service are provided.
Represents property management in resolving any guest or property related situation. Manages the flow of questions and directs guests within the lobby.
Serves as Guest Relations Manager and handles the tracking of service issues. CANDIDATE PROFILE Education and Experience
High school diploma or GED; 4 years experience in the guest services, front desk, housekeeping, or related professional area. OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major;
2 years experience in the guest services, front desk, housekeeping, or related professional area. CORE WORK ACTIVITIES Supporting Property Operations and Guest Relations Needs
Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
Communicates any variations to the established norms to the appropriate department in a timely manner.
Sends copy of MOD report to all departments on a daily basis.
Strives to improve service performance.
Ensures compliance with all policies, standards and procedures.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Supporting Profitability Goals
Understands and complies with loss prevention policies and procedures.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.
Managing the Guest Experience
Intervenes in any guest / employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.
Empowers employees to provide excellent customer service.
Provides immediate assistance to guests as requested.
Serves as a leader in displaying outstanding hospitality skills.
Sets a positive example for guest relations.
Responds to and handles guest problems and complaints.
Ensures employees understand customer service expectations and parameters.
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Participates in the development and implementation of corrective action plans to improve guest satisfaction.
Records guest issues in the guest response tracking system. Assisting Human Resources Activities
Participates as needed in the investigation of employee and guest accidents.
Observes service behaviors of employees and providing feedback to individuals.
Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.
Celebrates successes and publicly recognizes the contributions of team members.
Ensures employees are cross-trained to support successfully daily operations.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.