Whatever/Whenever Manager

[{{ $ctrl._job.status.name | translate}}] Whatever/Whenever Manager
W Melbourne

Publicada
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Descripción de la oferta

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.


WHATEVER/WHENEVER

Friendly, unscripted, real and connected, the Whatever/Whenever service team assist in making any request a reality. Our Whatever/Whenever Talent will know Melbourne like the back of their hand and are focused on going above and beyond to exceed expectations. 


ROLE PURPOSE

Entry level management position that is responsible for leading and assisting with the successful operations of Whatever Whenever. Strives to ensure guest and talent satisfaction and achieve the operating budget.  Assists in completing financial and administrative responsibilities. Major responsibility of the department is to receive all in-house and outside telephone calls and process requests professionally and correctly.  This includes taking room service orders, receiving and processing all requests for additional items, directions, correcting any issues and, if necessary, forwarding calls on to appropriate areas. Accountable for tracking all guest requests and issues to use as process improvement tool. Responsible to drive the departments KPI’s. Driving the GXP culture in the hotel. Update and distribute property telephone directories to talents. Strives to continually improve guest and talent satisfaction while maximizing the financial performance of the department. Assist management in hiring, training, scheduling, evaluating, motivating and coaching talents; serve as a role model. The assistant manager will assist the Rooms Division Manager in supervising and maintaining brand standards in the department.

 
CAST KEY RESPONSIBILITIES
Education and Experience
  • High school diploma or GED; 3 years’ experience in the guest services, Welcome Desk, or related professional area, OR
  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
CORE WORK ACTIVITIES

Safety and Security

  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
  • Report work related accidents, or other injuries immediately upon occurrence.
  • Maintain awareness of undesirable persons on property premises.
  • Follow company and department safety and security HID’s 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.
  • Ensure CCTV monitored through the day.
  • 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.

Supporting Management of Whatever Whenever Team

  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and building mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviours.
  • Supports all day-to-day operations.
  • Understands talent positions well enough to perform duties in talents absence.
  • Coaches, counsels and encourages talents.
  • Handles talents questions and concerns.
  • Drives Whatever Whenever team to excel in role.
  • Guides daily Whatever Whenever shift operations.
  • Communicates performance expectations talents in accordance with job descriptions for each position.

Monitoring and Supporting Progress Towards Guest/Department Goals

  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish your work.
  • Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
  • Participates in department meetings and continually communicates a clear and consistent message regarding the Whatever Whenever goals to produce desired results.
  • Strives to improve service performance.
  • Supervises coverage levels to ensure that guest service, operational needs and financial objectives are met.
  • Understands the impact of Whatever Whenever operations on the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

  • Trains talent to provides services that are above and beyond for customer satisfaction and retention.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Sets a positive example for guest relations.
  • Empowers talents to provide excellent customer service within guidelines.
  • Develop talents ability to handles guest problems and complaints.
  • Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

  • Implements guest recognition/service program, communicating and ensuring the process.
  • Tracks all guest issues from various sources and report results.
  • Ensures guest requests/issues are logged.
  • Oversees the financial aspects of the department including purchasing and payment of invoices.
  • Ensuring compliance of GXP/Empower competencies.

Supporting Handling of Human Resource Activities

  • Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Provides feedback to individuals based on observation of service behaviours.
  • Assists in recruitment, hiring, training, and orientation of department personnel.
  • Participates in an ongoing talent recognition program.
  • Conducts training when appropriate.
  • Participates in the talent performance appraisal process.
 Quality Assurance/Quality Improvement
  • 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.
  • Develop and implement quality improvement or corrective action plans.
  • Comply with quality assurance expectations and standards.

Additional Responsibilities

  • Provides information to Talent Coach, Talents, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyses information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner.
  • Addresses complaints and serves as Manager on Duty as needed.
  • Attends meetings (e.g., Welcome Talent Coach meetings, operations meetings, forecast meetings, monthly department meetings).
  • Driving GXP/Empower culture.
  • Complies with loss prevention policies and procedures including monitoring CCTV.

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.

Requisitos

See description

Detalles

Tipo de oferta de empleo
A tiempo completo
Ubicación
Victoria, Australia
Departamento
Departamento de Habitaciones
Fecha de incorporación
Lo antes posible
Duración del contrato
Indefinido

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