Welcome Supervisor/ Front Office Supervisor

[{{ $ctrl._job.status.name | translate}}] Welcome Supervisor/ Front Office Supervisor
W Melbourne

Posted

Job description

OVERVIEW

W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.


Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.

We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox. Retox. Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.


W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.


WELCOME DESK 

The Welcome Desk emerges from the ground as if the laneway extends in and is accompanied by bold design styled by the streets that will ignite our guests desire to go further, go longer and hit repeat. As a central part of our service team, they will rebelliously rewrite the rules on how to deliver guest experiences, they know Melbourne like the back of their hand and are focused on going above and beyond to exceed expectations



ROLE PURPOSE

Assist Talents with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the system and identify designated requirements and requests. Contact appropriate individual or department (e.g., Welcome Ambassador, Style) as necessary to resolve guest call, request, or problem. Coordinate with Style to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks.

Assist management in hiring, training, scheduling, evaluating, counselling, disciplining, motivating and coaching Talents; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Talent Coach.

 

CAST KEY RESPONSIBILITIES

 
Education and Experience
  • High school diploma or GED; 1 years experience in Welcome Desk operations, or customer service-related professional area OR
  • 2-year degree from an accredited university in Hotel Management, or related major; 1 year experience in Welcome Desk operations, or customer service-related area.
CORE WORK ACTIVITIES
Safety and Security
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Report work related accidents, or other injuries immediately upon occurrence to Talent Coach.
  • Maintain awareness of undesirable persons on property premises.
  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and WHS personnel.
  • Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
  • Protect the privacy and security of guests and other Talents.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Ensure wardrobe, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Talent Coach.
Check-in/Check-out
  • Process all guest check-ins by confirming reservations in computer system (OPERA), verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
  • Secure valid form of payment (e.g., credit card, cash) prior to issuing room key.
  • Set up accurate accounts for each guest upon check-in according to their requirements (i.e., share-with, separate room/tax/incidentals, comp).
  • Ask for and enter Marriott Bonvoy information (e.g., number, name, address) when taking reservation or checking guest in, enroll all non-members.
  • Assign room according to guest request and preferences whenever possible.
  • Activate room keys using electronic key machine (Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
  • Advise guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
  • Process all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
  • Verify and adjust billing for guests.
  • Accommodate requests for room changes when possible.
  • File guest paperwork or documentation.
  • Pre-register designated guests and prepare key packets.
  • File guest room keys and ensure the safe keeping of keys at the Front Desk.
  • Ensure rates match market codes and that any exceptions are documented and include an explanation.
  • Sell a room to guests without reservations based on availability.
  • Communicate to appropriate Talent that there are guests that are waiting for an available room.
  • Review requests for late check-outs and approve according to occupancy.
  • Keep track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Style.
  • Coordinate with Style to track readiness of rooms for check-in and to report guest concerns.
  • Review out-of-order rooms daily to determine status and estimated date for return to room inventory.
  • Review requests for late check-outs and approve according to occupancy.
  • Clear departures in computer system to document that rooms are no longer occupied.
  • Conduct group check-ins/outs.
  • Organize and coordinate check-in/pre-registration procedures for arriving groups.
  • Organize and coordinate master accounts for arriving groups.
  • Ensure all Mobility request are monitored and acted upon in a timely manner
Reservations/Blocking Rooms
  • Anticipate sold-out situations and determine how many rooms are over-committed.
  • Obtain satisfactory alternative accommodations for guests with reservations when the property cannot accommodate them.
  • Block rooms in the computer and identify designated requirements and requests (e.g., guaranteed room types, special requests, WHO's, early arrivals, guest recognition).
  • Ensure that current information on rates, packages, and promotions is available at the Front Office.
 Guest Relations
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, W Service Foundation, Empower and etc.) to resolve issues, delight, and build trust.
  • Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
  • Address guests' service needs in a professional, positive, and timely manner.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Assist other Talents to ensure proper coverage and prompt guest service.
Guest Services
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Receive, record, and relay messages accurately, completely, and legibly.
  • Contact appropriate individual or department (e.g., Welcome Ambassador, Welcome Desk, Style, Engineering) as necessary to resolve guest call, request, or problem.
  • Ensure that any outstanding requests or problems from the previous day receive priority and are resolved.
  • Answer, record, and process all guest calls, requests, questions, or concerns.
  • Arrange transportation (e.g., taxi, shuttle bus) for guests/ visitors, and record advance transportation request as needed.
Communications
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Speak to guests and Talents using clear, appropriate and professional language.
  • Provide assistance to Talents, ensuring they understand their tasks.
  • Talk with and listen to other Talents to effectively exchange information.
  • Discuss work topics, activities, or problems with Talents, Talent Coaches discreetly and quietly, avoiding public areas of the property.
  • Exchange information with other Talents using electronic devices (e.g., pagers and two-way radios, email).
  • Prepare and review written documents (e.g., What’s up, daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
 Assist Management
  • Assist management in screening resumes, conducting Auditions and selecting new hourly hires using selection tools and systems.
  • Ensure that hourly Talents are trained on company core values, job roles, responsibilities, and technical and service aspects of the job.
  • Serve as a departmental role model or mentor by working alongside Talents to perform technical or functional job duties.
  • Assist management in establishing and communicating goals, performance expectations, timetables and deadlines for shift or departmental operations to hourly Talents and ensure that they are understood.
  • Coach and develop talents (e.g., create expectations for continual improvement, provide challenging tasks and assignments, hold development discussions, and construct and execute development plans).
  • Assist management in preparing and conducting performance reviews of hourly Talents.
  • Assist management in counseling hourly Talents on work related concerns and issues to ensure satisfaction and productivity.
  • Encourage and motivate talents to perform their best, take responsibility for tasks and assignments, make decisions and provide input on possible improvements.
  • Assist management in preparing work schedules of hourly Talents.
  • Listen to hourly Talents suggestions for improving how work is done and how guests are served, gaining management support as needed to act upon suggestions.
  • Serve as hourly Talents first point of contact as part of the Guarantee of Fair Treatment/Open Door Policy process.
  • Coordinate tasks and work with other departments to ensure that the department runs efficiently.
  • Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
  • Assist management to ensure that hourly Talents have the necessary resources to effectively perform their jobs (e.g., supplies, equipment, and inventory).
  • Assist management in preparing payroll of hourly Talents (e.g., ensure accuracy, adjustments, and distribution).
  • Collaborate with management to develop and carry-out ideas and procedures and set goals to continuously improve department performance around guest and Talent satisfaction scores.
 Working with Others
  • Handle sensitive issues with Talents and/or guests with tact, respect, diplomacy, and confidentiality.
  • Develop and maintain positive and productive working relationships with other Talents and departments.
  • Support all Talents and treat them with dignity and respect.
  • Actively listen to and consider the concerns of other Talents, responding appropriately and effectively.
  • Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
  • Comply with quality assurance expectations and standards.
  • Monitor the performance of others to ensure adherence to quality expectations and standards.
  • Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
Physical Task
  • Enter and locate work-related information using computers and/or point of sale systems.
  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Greet/Escort Guests
  • Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
  • Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and vending areas, in-room safe, valet laundry services).
Reports/Record keeping
  • Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
  • Review shift logs/daily memo books and document pertinent information in logbooks.
  • Run credit card authorization report and check for discrepancies.
Cash Handling
  • Balance and drop receipts according to Accounting specifications.
  • Count bank at the beginning of shift to ensure that amounts are correct and that there is adequate change.
  • Count bank at end of shift and secure bank.
  • Process all payment types such as room charges, cash, checks, debit, or credit.
  • Obtain manual authorizations and follow all Accounting procedures when computer system is down.
Finance Related
  • Assist talent with expediting problem payments (e.g., problems processing credit card).
Additional Responsibilities
  • Provides information to Talents, Talent Coaches and subordinates by telephone, in written form, e-mail, or in person.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Analyses information and evaluating results to choose the best solution and solve problems.
  • Attends and participates in all pertinent meetings.
  • Review Guest Satisfaction and find improvement opportunities
  • Identifies and analyses Welcome Desk operational challenges and facilitates the development of solutions to prevent reoccurrence.
  

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.

Requirements

See description

Details

Job type
Full-time
Location
Victoria, Australia
Department
Rooms division
Starting in
As soon as possible
Duration of the contract
Indefinite

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